Love Sofas, specialising in delivering high quality furniture across the UK, has implemented the fleXipod solution to improve customer service whilst simultaneously enhancing business operations.
The paperless fleXipod system allows Love Sofas to enhance the customer experience, facilitating a quicker and simpler transaction for the customer at the point of delivery. In addition, the customer service team can now respond to any issues quickly and efficiently, as all of the delivery information captured on the fleXipod application is accessible to them in near real-time - including photographic evidence and special notes. This enables immediate resolution, rather than waiting for the driver to return or for the customer to have to phone the organisation.
“fleXipod has improved the efficiency of our logistics department, and given our growing business the visibility we need to offer our customers a first class delivery experience” comments Nancy Tripathi, Marketing Manager at Love Sofas. “We are very happy with the scalable nature of the product, and the assistance provided to integrate with our existing systems. Love Sofas is a fast-growing, customer–focussed internet retailer, and fleXipod gives us the tools to continue our expansion, without sacrificing the high standards upon which our reputation is based.”
In addition to customer service enhancement, Love Sofas is using fleXipod to augment its internal operations. The system integrates fully with existing Love Sofas back office platforms to remove manual data input and paperwork. One button transfers all available delivery routes to the fleXipod solution, and as each job is completed in the field, the data is transmitted back to the fleXipod central management console. This information can also be utilised in other business areas as the fleXipod middleware application, fleXipodiface, can connect to CRM, stock, order management and invoicing systems.
Love Sofas is also taking full advantage of the self-configurable forms module of the fleXipod solution. By designing and utilising a range of electronic forms, Love Sofas is capturing comprehensive information about their delivery operation such as mileage, fuel fill details, asset tracking, and shift start / shift end information. By leveraging this data, insight into areas for improvement is gained and business processes can be adjusted. This module streamlines the administration process by reducing strain on resources, cutting paperwork costs, and diminishing manual errors.
Luke Robinson, Commercial Account Manager at fleXipod adds “The system is able to enhance Love Sofas provision of first-class delivery experience for their customers. In addition to internal process support, the flexible and scalable nature of the solution is supporting the growth of this rapidly-expanding retailer.”