-
Nutrivend selects Forterro’s Orderwise to support online expansion and streamline operations - April 11, 2025
-
ARROWXL LAUNCHES AMBITIOUS ZERO WASTE ROADMAP - April 8, 2025
-
THE BCMPA’S NEW CAMPAIGN DRIVES OUTSOURCING SUCCESS IN Q1 - April 7, 2025
-
BLACKOUT TECHNOLOGIES TARGETS TELEMATICS-INTEGRATED MOBILE DEVICE BLOCKING TO COMBAT SMARTPHONE DISTRACTION - April 1, 2025
-
Sparck Technologies awarded Royal designation - March 27, 2025
-
OpenADR Alliance announces first OpenADR 3.0 certified products with EVoke Systems, E.ON Energy and Universal Devices - March 25, 2025
-
Growing fulfilment and contract packer appoints new Managing Director - March 25, 2025
-
When is it time to invest in a WMS? Understanding the key trigger points - March 25, 2025
-
eCapital helps Vantage Recruitment on its journey to financial success - March 24, 2025
-
Hugo Beck Celebrates 70 Years of Packaging Innovation with Open House Events - March 20, 2025
Leading two-person home delivery company ArrowXL has launched a dedicated driver hotline designed to further improve its first-time delivery success. It follows a regional trial which saw over 700 potential failed deliveries arrive safely and and a 2.4% CSAT customer satisfaction score) improvement (82.9% to 85.3%) during a 3-month period.
The ‘My Customer Line’ will give ArrowXL’s drivers additional support in real time when they are faced with the leading causes of non-delivery such as ‘no one at home’, ‘unable to locate property’ and ‘moved address/empty house’. A team of nine ‘My Customer Champions’ will be on hand six days a week, 7am – 7pm with access to additional mapping data, as well as the ability to cross-check customer data for alternative contact numbers and previous/new addresses.
Peter Louden COO at ArrowXL, said: “A 2-person delivery is far more complex than other types of delivery as customers have to be in to receive it and have often had to take time off work. There is no ‘safe place’ or ‘leave with a neighbour’ option for a fridge freezer or divan bed/mattress so non-delivery is important for us as well as the consumer.”
“The My Customer Line’ will kick in whenever our delivery crews can’t deliver an item and provide extra support and information. We are really pleased with the results so far and can confirm that that this is the first of a number of initiatives we are launching as part of our commitment to putting the customer at the heart of our business.”