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White Glove Delivery, Moving High End Luxury Retail

The Challenge:

TechTrans designed an innovative program to solve a logistics and technical process for its customer, one of the most recognized “high end” retailers in the USA. The retailer was facing several challenges when shipping their larger LTL size orders to customers. These challenges included slow transit times, unprofessional appearance of delivery drivers, high damage rate to furniture shipments, poor shipment tracking capability and no product assembly capability. These problems were resulting in cancelled orders and unhappy customers.

The customer came to TechTrans for a solution. Our challenge was to speed up the transit time, utilize a high tech delivery network for these residential deliveries, reduce the damage rate, provide the customer with web page visibility to track shipments and create management reports and generally upgrade the delivery experience for the retailers high end clients.

The Approach:

TechTrans moved all of the customer’s home delivery orders through an airride transportation system for residential delivery with its network of high tech electronic delivery agents. All the retailer’s shipments were to be delivered to residential customers by skilled same two-man liftgate delivery crews. Also, the use of TechTrans’ network of over 17,000 nationwide field engineers allowed the customer to sell large high ticket items such as plasma screen home theatre systems which required professional installation. TechTrans also set the customer up with electronic order entry and complete web page visibility for shipment tracking & management reports.

The Result:

Transit times were improved by 200% and the level of customer satisfaction with the retailer’s residential delivery experience improved 98%. Damages were reduced to less than one event per 1,000 shipments. The customer was also able to offer “big ticket” items such as plasma screen TV home theatre systems, stainless steel outdoor cooking grills for home delivery which resulted in increased sales, increased profits, increased repeat orders, and increased customer satisfaction.

The luxury retailer is able to offer large LTL size “big ticket” items that require professional in home delivery and professional in home product assembly and installation without having to own a delivery network or a network of product installers.