​Incorporating destruction in the field, responsible recycling into supply chain operations

By Tom Chick

Vice President National Accounts

Technical Transportation, Inc

It’s not a step in the supply chain that most manufacturers think about with a new product launch or go- to-market strategy. But plans for efficient and sustainable product destruction – once product has reached end-of-life – should be a crucial component of any logistics program. Thinking strategically about these vital processes will help minimize the cost impact to a manufacturer when a product inevitably reaches the end of its life. In fact, many organizations have been looking for better ways to realize cost saving in this area of their supply chain.

Recognizing these trends, our own team at TechTrans has enhanced its suite of offerings to ensure a seamless process that follows product all the way through to its end-of-life. For companies on the verge of a new product rollout, or considering phasing a product out of the market, here are some things to keep in mind.

Uncompromising attention to detail where it counts most

For manufacturers in some industries, such as healthcare and life sciences, regulatory agencies require proof of destruction and specific disposal processes due to the nature of the products handled. A valued partner will have the expertise to ensure products are properly disposed of and will offer thorough documentation of their processes. TechTrans can offer a certificate of destruction to be shared with the customer/ COD order within 24 to 48 hours.

For some companies, decontamination is also a critical issue, yet can be very costly. Since this is a mandatory, yet non-revenue generating function, it often makes sense for manufacturers to partner with a logistics team that can manage the costs of this process and reduce revenue loss on products that are no longer in use.

Localized operations mean increased efficiency and savings

When a product reaches end of life, most manufacturers are faced with the expense of either deploying in-house teams to destroy and dispose of the product, or ship it back to headquarters. By working with a logistics partner who has local resources, you can eliminate the expense of returning product to the manufacturing facility. In fact, on average manufacturers can realize a 33% savings by disposing of product in the field instead of shipping retired product back to headquarters.

Furthermore, when you use the same logistics team to manage your resources in the field through the entire lifecycle, tremendous economies of scale can be built into the supply chain. This means manufacturers can avoid additional costs that go into training or building processes each time a new vendor touches the same product.

Enhancing green initiatives

Thinking globally but acting locally is a standard mantra for sustainable solutions, but is also a good rule of thumb for your disposal solutions. Keeping things local also makes destruction in the field a green initiative.

After destruction, product should ideally be transferred to a local recycling center. By incorporating regional recycling processes into the supply chain, a logistics partners can help keep the manufacturer’s expenses to a minimum. It also assists in reducing the overall carbon footprint by minimizing fuel use and diesel exhaust from long haul trips.

As technology advances and a product’s shelf life exponentially shortens, incorporating sustainable end-of-life plans for products will become even more important.

Protecting brands — and people — through proper disposal protocol

Planning for destruction and disposal also provides assurance against user abuse. For example, if a hospital purchases a new piece of equipment and sells the older model on the aftermarket, the healthcare manufacturer may find its latest technology competing against its older products.

Planning ahead for proper disposal and recycling procedures strategically reduces this liability for the manufacturer and ensures its brand promise remains intact with the end customer. It also ensures product is taken out of the field that may no longer be protected by warranties or automatic upgrades.

If you’re interested in learning about how TechTrans can ensure an efficient disposal and recycle process for your decommissioned products, contact us today.

​Training Makes Deliveries Safer & More Efficient

By Louis Black

VP, National Account Sales

Technical Transportation, Inc

Transporting and delivering large, complex and delicate equipment brings many challenges, because even the slightest mishandling can be expensive.That’s why it’s important that every member of the delivery team is on the same page.

To achieve this requires training team members on who the manufacturer is, background on the industry, and details on the products and end-users involved in each delivery. Scaling this at a national level also requires a formalized training program that is convenient for workers in multiple locations and time zones. In our experience, such a program helps:

• Increase Knowledge
  They say knowledge is power, and by training personnel on the products they deliver and the companies they serve, teams are empowered to react and adapt to unforeseen issues in the field. An effective training program should feature web-based, media-rich materials, including instructional videos, diagrams, illustrations and manufacturer guidelines — all to help delivery teams better understand equipment handling procedures and quality control standards for each delivery.
• Improve Efficiencies/Minimize Mistakes
  Knowledge also helps delivery personnel better understand the limitations and intricacies of each product they deliver. This can help them creatively craft delivery plans within those limitations that maximize efficiency and reduce mistakes. The end result is safe and secure transport and delivery of products while reducing costs and increasing profitability.
• Improve Customer Experience
  Proper training can also help delivery team members provide a better experience for the end-customer. Whether it’s a knowledgeable answer to a question, providing helpful tips, troubleshooting, or helping with any on-site setup issues,, trained team members can provide “above and beyond” assistance to users and build customer loyalty for the manufacturer.
• Increase Assurance
  Finally, a knowledgeable, competent delivery team gives manufacturers the confidence that their products and their brands will be well represented among their customers, and can help minimize some of the headaches that come with managing logistics for complex technology and equipment.

We have an in-house custom training program called TechTrans Learning Management System which comprehensively trains our field services team to meet the needs above. Learn more about TechTrans’ LMS.

As a manufacturer, are you having a hard time communicating your needs to your logistics and delivery teams? Do you need someone to help ensure easy compliance to industry standards and mandates? Contact us today to learn more.

​Top Qualities of a Successful Logistics Professional

By Len Batcha

President

Technical Transportation, Inc

The logistics industry continues to grow at a solid pace, and according to The U.S. Bureau of Labor Statistics, the number of logistics professionals in the country is expected to increase by more than seven percent between now and 2026 — adding almost 160,000 people.

To stand out and be successful, though, requires a wide-ranging skill set aimed at moving products from Point A to Point B quickly and profitably. In my years working within this industry, I have found there are six crucial traits a logistics professional must possess to enhance success. Here’s a summary:

• Critical – Having critical thinking skills are an asset when analyzing a process and finding ways to increase efficiency, reduce costs and improve the bottom line for your company, as well as your customer’s. This is in addition to getting products where they need to be at the right time and in pristine condition.
• Clever – Problem-solving skills are often required throughout every phase in the supply chain in order to effectively handle immediate and unforeseen issues as they occur or in design process. On-the-spot problem solving increases the chance of a positive outcome for all involved in the supply chain process. You must be able to draw on your experiences – both good and bad – and problem solve by thinking outside of the box when presented with new challenges!
• Strategic – A professional who wants to advance in the industry must be able to see and understand the big picture of the entire logistics process, from start to finish. It will be critical to also know how to make or recommend changes at the strategic level to present planned schedules that seamlessly integrate changes, control expenditures for budgets and labor requirements for implementation programs to improve the logistics process.
• Flexible – You may not need the physical capability to touch your toes (in most cases), but you do need to be able to adapt easily to changes in your logistics plans and processes. This goes hand-in-hand with problem-solving skills and the ability to move away from your initial plan if needed to get the job done. Remember there are always a multitude of routes to arrive at your destination, but you may need to change direction in order to recognize the desired goal. It is a journey not a destination. Also, be willing to continually seek professional improvement through programs like TechTrans’ Learning Management System (LMS).
• Calm – Maintaining a level head when situations seem desperate or frustrating is an important quality for logistics professionals. Every delivery presents its own unique twists and turns. You must be able to manage the stress and anxiety that comes with managing those tasks. Grace under pressure is an admired trait. Never let them see you sweat.
• Transparent – Integrity and honesty is paramount to building relationships between you and your company as well as between your company and its customers. You must be upfront about mistakes you make and don’t try to hide them. They’ll likely come to light sooner or later and in a way that sheds a worse light for you and your company. Remember we usually learn more from our mistakes than we do from our successes.

If you’d like to learn more about what it takes to succeed as a professional in the logistics industry, or if you’re searching for career opportunities, then we invite you to click here and contact us today.

​Rapid National Upgrades and Rollouts: When to Outsource to a 3PL

By John Cox

National Accounts

Technical Transportation, Inc

Placing high volumes of new product, upgrading existing software, or modifying hardware components for clients can be an expensive undertaking for many manufacturers, especially if the client in question is a large brand with hundreds of locations spread across the country.

In the case of a multitude of installations at various locations, the customer will likely expect the manufacturer to cater to their requirements — which typically entails an aggressive rollout schedule with minimal impact to their day-to-day business.

Most manufacturers, however, don’t have the internal resources to dispatch their own team of field service personnel to handle such a time-compressed, nationwide endeavor without first adding headcount and training new FSEs across the country. New product placements, off-site upgrade requirements, or equipment swap outs complicate this scope even further when introducing specific requirements for equipment handling or where the work must be performed.

Even if a manufacturer did have the personnel at their disposal, nationwide, time-sensitive projects of this magnitude oftentimes tie-down those resources into full-time commitments that fall under non-revenue-generating activities. At the very least, these projects have the potential to take more time away from activities that contribute to organizational metrics – where the utilization of the manufacturer’s personnel actually adds value and profitability. The capacity impact that these projects have on a manufacturer could also compromise their current service levels and overall customer satisfaction within the day-to-day business of their broader client base.

When contemplating whether or not to engage an external partner to support these efforts versus looking to tackle them internally with existing resources, manufacturers should ask themselves:

• Do I have the right skillsets in-house to perform the job efficiently? As the manufacturer, your knowledge of the product and the customer will be unmatched. However, if you are placing a new product, or you must relocate the existing device, do you have the in-house capability to quickly, efficiently and carefully move the product off premises from your customer’s site and return and install it unharmed? Can you do it in a manner that minimizes downtime at each customer location (possibly after-hours)?
• Can I quickly source and scale talent and resources at a national level? Can you seamlessly and very quickly scale up your operations without incurring a significant capital investment in the form of more employees? Will your administrative and service personnel be willing and able to perform the work at odd hours? What do you do with the excess employee count once the project is completed?
• Can I provide local service to my customer? Local access to each of your customer sites is very important as it provides efficiency in two ways. First is the efficiency of lead time. When combined with a nearby technician (or partner team), a local presence that can serve as a forward stocking location, staging area, or service depot offers many advantages, including the ability to serve end-users quickly. Second, and more notable, is cost, because you don’t have to pay for items such as travel charges, and cross-country shipping charges, which can otherwise account for 20-50% of your total project costs.
• Can I manage all of the moving parts efficiently? Rapid, nationwide projects require multiple vendors to get the job done. Are you able to internally manage all the people, schedules, activities, communications and planning needed to be successful?

If you have questions about how to successfully implement time-sensitive product placements or roll out upgrades to devices in the field for your big-name clients, while keeping your other operations running smoothly and efficiently, then we invite you to click here and contact us today.

When Downtime Isn’t an Option for Spare Parts,Conventional Warehousing May Not be an Option Either

By Louis Black
Vice President, National Accounts
Technical Transportation, Inc

Complex equipment and technology usually serve an important purpose, and downtime of that equipment can be very costly, or even life-threatening, as it is in the medical field with MRI and C-ARM machines.

That high-pressure environment puts added responsibility on the manufacturers of these devices to keep replacement parts (and even replacement units) available for deployment at a moment’s notice to meet demand.

That dictates having a warehouse presence near any facilities that require same-day response. For many manufacturers, though, the traditional approach of owning and running the facilities needed for rapid nationwide reach can be very costly and adversely affect budgets.

The accessibility of on-demand warehousing today lightens this burden, but a successful replacement part program is not simply created through strategic warehousing and planning alone. It also needs the tactical support required to quickly deliver and install the replacement parts, and make sure the equipment is back up and running properly.

So where do you begin? When looking for a partner that can help you develop and run a critical parts replacement program, consider the following characteristics.

Traits of an Ideal Critical Parts Warehousing Partner

Flexible and Customizable—Your partner should be able to customize and scale a program to fully meet your needs — as well as your clients’. Whether it’s regional warehouse space with overnight delivery, or a location just down the street from a major client for urgent service, your partner should be able to procure the space and maintain the needed spare parts inventory.

Specialists in Your Industry—You don’t want a novice behind the wheels of your urgent maintenance calls. Make sure your partner is familiar with your industry and is willing to invest in compliance training of their team in order to quickly and efficiently replace parts and make repairs on your equipment.

Field Services Capabilities—Your partner’s field services reach should be as flexible and customizable as your warehousing solution. Whether you need them available 24/7 or just during the work week, they should have a nationwide reach and have an orientation towards customer service. After all, they are an extension of your brand to your customers.

A Single Source Provider—Finally, your partner should make things simple for you. There’s a lot of “moving parts” in any critical parts program, and your partner may have to use other subcontractors or vendors for additional support. However, you should never have to be directly involved in those processes. Your partner should be the single source you deal with for your parts program, and they should manage any additional partners or vendors separately (i.e. scheduling, invoicing, etc.).

Do you need help with your replacement parts logistics? TechTrans has a program specifically built for this need. Contact us today to learn more.

​Tips for Express Carriers Forging into the White Glove Delivery Space

By Sean Horner

Vice President Operations

Technical Transportation, Inc

Last month, the TechTrans team attended the Express Carrier Association’s 2019 ECA Marketplace, where we had the opportunity to network with a number of express carriers and begin developing fruitful partnerships.

The conference has an interesting format that’s similar to speed-dating, where shippers like TechTrans sit at tables around a large convention room, and then each express carrier in attendance rotates around to each shipper in 15-minute increments. During each meeting, the companies discover whether or not they are a good fit for one another, and schedule follow-up discussions if a partnership seems beneficial.

Many express carriers have a unique background, as a large percentage used to be single-driver couriers, delivering small items (often letters, documents and other small packages) on cross-town routes. But as instant communications became more prevalent over the past 10-15 years, that work dwindled, and many couriers had to re-invent themselves to survive.

Today, these couriers-turned-express-carriers feature trucks with lift-gates vs smaller cars and vans, and they’ve learned the ins-and-outs of white glove delivery and residential delivery methods to help create a competitive advantage.

For current express carriers and those looking to enter the white glove logistics realm, we offer the following tips from a shipper’s perspective:

• Be willing to work — Demonstrating your eagerness and willingness to complete deliveries to the 100% satisfaction of all parties involved will go a long way in getting the attention of the top shippers
• Be willing to adapt — If you came from a courier background, then you likely know that you have to adapt to remain competitive. But in a world where the Amazon Effect is rapidly changing consumer perceptions and expectations, you will need to keep up the pace and be willing to adapt your company strategy, methods and procedures to stay ahead of the curve
• Become brand ambassadors — To keep your shipper, their clients and the end-customer happy, you have to be willing to upgrade your typical level of customer service and go the extra mile for everyone involved. You also have to be professional when you’re onsite and become a de facto extension of your shipper’s brand (and the brand of their customer(s) too)
• Stay on top of the latest technology — Technology changes at a rapid pace as well, and keeping abreast of the latest trends in logistics tech can create a competitive advantage for you. Especially technology that provides real-time information to all parties, including proof-of-delivery, shipment status and more. This can help you also compete better against larger companies.

If you’re an express carrier and would like some advice, or if you think TechTrans might be a good fit for you, then we invite you to contact us today.

​Trimming Total Time to Install Creates Competitive Advantage for Life Science Equipment Manufacturers

By Phil Burnette

VP – National Account Sales

Technical Transportation, Inc

Though life science equipment manufacturers work hard to distinctly market their products’ selling points, when it comes down to it, there are typically only minor differences between competing products. Whether it’s a refrigerator, a freezer, a bio-safety cabinet, or a centrifuge, most units will have similar competitive performance capabilities and features as other brands.

So in today’s crowded market, where performance and product features may only slightly vary, what can you as a manufacturer do to boost your competitive advantage? Sure, you can lower the price or make some kind of incentive, but eventually, those roads cut into your profit margins.

The only real competitive advantage therefore, may come through reducing the total time to install — in other words, getting your products to your customers faster.

For the average piece of equipment sitting in a centralized warehouse, it has to get on a truck once ordered and then can take 8-10 days to arrive at its destination (often cross-country). But having your equipment in strategic regional warehousing hubs that are closer to your end-users can shorten that delivery window to 1-2 days, which suddenly become a distinct competitive advantage.

And while that sounds great in theory, actually buying or leasing multiple warehouses across the country can just as easily sink your profits, and isn’t the most effective solution either.

That is why you need a logistics partner that already has the required infrastructure in place. A partner who is flexible and can warehouse, store and ship your equipment from regional hubs allows you to put your equipment in the hands of customers quicker than the competition.

A regional hub program also helps you:

• Reduce Damages – By proactively moving your products to regional hubs and reducing the travel distance and time needed for each order, you also reduce the risk of damaging more delicate items such as cold storage equipment.
• Become Data-Driven – Use customer data to determine which product models should be stocked at your forward locations. Tailor your inventory to match what your historical customer needs, and incorporate sales forecasting to make sure you’ve got the right product at the right place for your customers.
• Quickly Replace Product – Products that are non-operational due to technical or operational issues or need a swap-out due to warranty issues or upgrades can mean significant unrealized profits for a manufacturer. Replacing units in the field can happen much quicker with the use of strategic regional hubs.
• Realize Revenue Faster – For many equipment deliveries, the product has to be delivered and functioning at the end user’s location before an invoice can be sent and subsequently paid. By trimming delivery times down to 1-2 days vs 8-10 days, you potentially get paid a week earlier than under a traditional model.
• Meet Modern Expectations – It’s no secret that Amazon is changing the game when it comes to the retail supply chain, and there’s no doubt that those expectations of instant gratification also trickle down to the medical and life sciences industry. A regional warehousing model helps assuage those expectations while building end-user satisfaction and loyalty.

There are logistics providers today who can provide these nationwide, flexible warehousing services. Services that can be customized to meet your needs and the needs of your end-users. Contact us today if you’d like to learn more.

​The Impact of Electronic Logging Devices (ELD)

By Michael Pyle

Information Systems Manager

Technical Transportation, Inc

It’s been almost a year and a half since the U.S. Federal Motor Carrier Safety Administration’s (FMCSA) first electronic logging device (ELD) compliance deadline passed, and we’ve noted several trends that have resulted.

But first, let’s quickly review the rules. Since December 2017, commercial motor vehicles have been required to include ELDs to track drivers’ hours of service electronically versus paper logs.

At TechTrans, we’ve witnessed multiple benefits, and as with any new regulation or piece of technology, everyone has to make adjustments. Some top benefits and adjustments we’ve seen so far include:

• Teaching old dogs new tricks — It’s always difficult adjusting to new processes, and this mandate has been no different. With ELDs, drivers now have to plan their days and their routes better to maximize efficiently, because the technology leaves no room for “fudging”. And that’s typically better for everyone. But the reality is that many drivers now drive fewer miles per day, which can also mean less pay, which doesn’t help with the industry’s current driver shortage.
• Safety — A main focus of the regulations, as well as its top benefit, is better overall road safety. ELDs help keep drivers, carriers and logistics companies honest when it comes to how much time a driver spends on the road. The typical rule is that a driver can only drive 11 hours in a 14-hour time period, after which they must rest for 10 consecutive hours before hitting the road again. ELDs help confirm this mandate is met, ensuring higher safety for everyone.
• Efficiency & Accuracy — Keeping paper driving logs could be a hassle, mainly because of the keyword “paper.” With ELDs, this system is completely digitized, meaning it’s less prone to human error and it makes reporting more efficient. And should law enforcement request a driver’s log, they can quickly pull it up on their required automatic onboard recording device (AOBRD) and provide a clear picture of the given situation. This means the driver could be back on the road faster.
• Saves Drivers Money — According to ELDFacts.com, the added efficiencies of a paperless system also enables more billable driving time, decreased fuel costs and reduced man-hours needed to complete and submit paperwork.

The website gives the following example of cost-savings:

“Consider an owner/operator running a flatbed operation at $2.47/mile, averaging 50 MPH, and running approximately 1900 miles a week. That driver would realize:

• 1.5 hours/week from reduced paperwork = $185.25/week in potential new driving (billable) time
• 1.5 hours/week of rounding to the nearest minute = $185.25/week in potential new driving (billable) time
• Commanding a higher rate based on proven HOS compliance ($2.60 compared to $2.47) = $247/week
• Potential reduction of one OOS violation a year, resulting in one more day on the road = $20.58/week
• Saving on potential fines from form and manner violations = $6.25/week”

Though there is always an adjustment period when enacting new processes and technologies across an industry, we see several resulting changes from the ELD mandates that are bringing about positive outcomes for drivers and the companies that hire them.For more information about the ELD mandates and their impacts on the industry, feel free to contact us today.

​What Goes Into Pricing a Shipment?

Image credit to Transport Executive

By John Cox

National Accounts

Technical Transportation, Inc

For many manufacturers and shippers, the expense of shipping large, complex technology and equipment can seem like a daunting task.

There are multiple factors and variables involved, and while it may be confusing comparing quotes to get the best available value for each delivery, there are ways to make your pricing more consistent and predictable.

Accurately Understand What’s Involved

The first step is specifically outlining what’s involved in the process before it can be accurately priced out. It’s critical for you and your logistics partner to understand and communicate your transportation requirements in terms of days/hours of service, lead times expected, type of equipment, special delivery/install requirements, delivery facility conditions and accessibility, and factors know or unknown for consideration.

If the expected deliverables and compliances are not carefully vetted on the front end, you will predictably end up with additional accessorial costs on the backend. Example: your logistics provider claims, “I didn’t know we had to do this. It wasn’t communicated in the delivery instructions”. More often than not, as a manufacturer or shipper you’ll end up approving added costs to fix or mask problems to avoid a poor customer experience that could have been avoided if defined properly from the beginning.

It’s also important for you to consider current issues and trends in the transportation industry. One prime example is the ongoing driver shortage. Every logistics provider has a “we’re hiring” sign up right now, and transporting goods comes at a premium.

Add to the fact that many deliveries of high-valued, sensitive equipment such as medical imaging instruments and the like require coordinated, scheduled appointments versus “we’ll deliver it sometime before 8 p.m.”, and this means prices can potentially be affected even further.

Efficiencies in Single-Source Provider

Manufacturers should also consider single-source logistics providers, or those that can manage the entire supply chain for you – from initial site assessment and product pickup, to final mile delivery, install and making the equipment operational. Doing so can make your transportation and delivery costs more predictable.

Such a scenario eliminates the need to hire the 4-5 vendors required to get your product from point A to point B.

The ideal single-source partner would first assess your needs for transportation, for delivery to your end-customer, and for any on-site activities such as pre-delivery site surveys to final unpacking and setup, making sure the program can be delivered successfully and meets everyone’s expectations.

That partner would package those services into a repeatable, hassle-free process that can range from shipment activity of “normal business operations,” all the way through to an entirely customized logistics solution based on your unique requirements. From there, you as the customer would only have to manage exceptions and leave the rest up to your partner.

Appropriate Skill Sets for Delivery Team

It’s also important to evaluate the skill sets of your logistics partner’s logistics teams. Do they intimately know and understand your product? Can they deliver and install it in an efficient and expert manner at a high rate of success?

You also want a provider that specializes in your industry. Unless they have experience with products or equipment similar to what you need to transport, it is unlikely they will have the processes and knowledge base already in place to successfully deliver your products. This can ultimately mean greater costs for you, if they are having to learn by trial and error about your product, processes, and expected deliverables, and how to effectively perform to your and your customers’ expectations.

Opportunity Cost of Not Getting it Right

Finally, you need to consider the potential cost of not getting it right the first time. Sure, a smorgasbord of in-house personnel and a multitude of vendors might be a little cheaper than a specialized provider, but if you don’t have the proper skill effectively defined, and you roll the dice, what will it cost your organization for a high-profile failure?

Ultimately, most manufacturers or shippers don’t factor in the cost it takes to manage all those internal and external resources that come at a “cheaper price.” When you look at the value of your time in having to manage so many moving parts, you ultimately are spending more resources and effort on coordination when you could be spending it in value-added functions.

So make sure you do your homework, and if you need any help understanding the logistics landscape, we’re happy to help answer any questions with no strings attached. Feel free to reach out to us today!

​Customer Service is More Than a Luxury with High-End Residential Logistics

By Louis Black

VP, National Account Sales

Technical Transportation, Inc

According to research, the global luxury furniture market is expected to reach $29 million by 2022, growing at a rate of 4% since 2014. The biggest reason for the growth in this sector is the rise in disposable income that leads to a rise in demand for luxury living. As the market for high-end home appliances and furniture grows, the need for quality logistics providers to perform premium in-home delivery and installation services also increases.

It stands to reason that when people buy premium, expensive items, your average delivery company with two guys in dirty t-shirts and torn blue jeans won’t cut it. With luxury purchases, the customer’s expectations are extremely high, and the level of service must meet or exceed those expectations — for the end customer as well as the manufacturer or retailer.

For example, if a person buys a $14,000 massage chair from a luxury retailer, they expect to receive a premium experience when it is delivered in their home, akin to the price they paid. That means for retailers or manufacturers of such products, excellent service needs to accompany the product all the way to its final destination.

The good news is, there are logistics companies that can cater to those needs. When looking for a partner that can ensure a premium experience for your customers, consider the following:

• Are they flexible? – Is your provider willing and able to change their delivery operations in mid-stream to meet unexpected and unknown needs or requirements? Customers will expect anyone who handles their product to go the extra mile – so make sure your logistics provider can deliver.
• Do they provide great customer service? – This translates to going beyond just getting product safely through the front door. That might mean helping the customer move furniture in the home to accommodate the new piece, or helping with setup to get the item operational or even fully built. If your logistics provider can’t deliver concierge-level, problem-solving service with the utmost professionalism, then they won’t be the right provider for this type of delivery.
• Will they be your brand ambassadors? – To take customer service a step further, your logistics partner should be willing to learn and understand your expectations or even the nuances of the products they are delivering. That way they become a seamless part of your organization, your culture and your mission.
• Do they specialize in white glove delivery? – Beyond handling product with care, 3PLs in the luxury residential space must understand the equipment, furniture or appliances they are delivering and installing are highly expensive — potentially one-of-a-kind products — which must be flawlessly delivered into the customer’s home environment. This also must be done without disturbing and damaging anything else in the home, or leaving any mess or debris.
• Do they have the right experience? – Make sure your logistics partner has the proven expertise with similar delicate, heavy-weight or expensive products. A standard white-appliance delivery provider will typically not have the background necessary to perform premium services for products carrying a premium price tag.

More importantly, having one vendor and point of contact that handles everything from initial pick-up to final install and setup means you have less processes/people to manage. It also gives you the assurance that your service expectations won’t get watered down through a lengthy supply chain.

In the luxury residential logistics space, your white glove delivery and install team are the final leg of the sales process and must represent your own brand, truly acting as an extension of your company while in the customer’s home. That way, you can feel confident that your end customers will receive the best customer experience from the moment they enter your store or visit your website, all the way to when they are enjoying your product in their home.

If you have questions on our residential services, feel free to contact us and one of our experts will help provide the answer.