Customer Stories: Retail and Delivery N_CustomerStory_RetailandDelivery_r1

Transcription

1 Customer Stories: Retail and Delivery

2 Starplan Furniture Our drivers are now working in a much more efficient way and we are providing a better delivery service to customers, in fact we have seen customer satisfaction rating increase to above 90% Declan Rafferty, Transport Manager, Starplan Furniture Using vehicle tracking to boost business performance Throughout their 40 year history Starplan Furniture, one of the UK s largest bed and bedroom furniture manufacturers, have remained committed to producing furniture of the highest quality and delivering outstanding levels of customer service. We are always looking at ways to improve our service to customers and believe that an effective fleet is a crucial part of our customer experience. Said Declan Rafferty, Transport Manager, Starplan Furniture. It was this belief which spurred Staplan to invest in Navman Wireless vehicle tracking technology, OnlineAVL. We make as many as 110 deliveries a day and ensuring we keep to our schedule is key. With the tracking system in place I know that the transport team has the data they need to proactively manage our fleet. In effect, we are empowering the team, giving them the information to make better decisions. Since its implementation in 2010, the system has proven to be a huge success. In an instant we can review the routes our vehicles are taking and make alterations if we anticipate any delays. In addition to boosting customer service we have been able to reduce fuel spend across our fleet of 34 vehicles by 15% whilst boosting productivity by 20%. Starplan installed the Navman Wireless system across its fleet after being instantly impressed by OnlineAVL, the software at the heart of the Navman Wireless vehicle tracking system. When we first saw the system, we were impressed with the ease of access to data and instantly recognised the value the technology would bring to the business. Added Rafferty. KEY FACTS Customer satisfaction rating increase to above Reduced fuel spend across a fleet of 34 vehicles by 15% Boosted productivity by 90% 20%

3 When you put it all together, you can see how valuable a system like this becomes. There are so many advantages, and we ve not yet finished discovering them Steve Davis, Transport Manager, Helping to make people lives that bit easier Holland and Barrett is the UK s leading retailer of vitamins, minerals and herbal supplements. Its stores are a familiar site in almost every major city and town in the UK, with new outlets opening all the time. The company distributes stock to more than 500 stores from a central warehouse in Burton on Trent. This nerve centre houses a 40-strong vehicle fleet of 18 tonne and seven and a half tonne wagons, handled by more than 50 experienced drivers. It s a busy, 24-hour operation, with over 100 deliveries made each day to stores across the country. Given the scale of the challenge, the company s transport management team was keen to discover if new vehicle tracking technology could help to drive down costs, and hone fleet efficiency. The company installed the Navman Wireless vehicle tracking system across the fleet, together with the MDT Mobile Data Terminal allowing low-cost two-way text messaging with all drivers. SAVING TIME, IMPROVING SERVICE From day one, the new system immediately removed a number of administrative headaches. Steve Davis, Transport Manager explained: The stores love the fact that we can now tell them exactly where our drivers are, and how long it will be before they arrive. It means they can manage their own staff more easily to make sure they ve got extra people around when the delivery comes in. Job assignment has also become a breeze, thanks to the combination of vehicle tracking and messaging. When an unscheduled delivery or collection comes in, we just see who is nearest, and send a message with the job instructions to the driver s terminal in the cab. The driver accepts the job with the push of a button and we re in business. It s cutting out a lot of time and expense. TACKLING THE WORKING TIME DIRECTIVE The Working Time Directive specifies that a mobile workforce must not exceed an average of 48 hours per week. The rules require companies to operate rigorous record-keeping procedures, to demonstrate that the law is not being flouted. Navman Wireless has come into its own by allowing Holland and Barrett to automatically compile a historical record of each driver s hours. It s a hassle-free way of keeping our records up to date, Steve explained.

4 We ve also had occasions where drivers have phoned us from the road to say they can t take on an extra job, because they don t have enough driving hours left. Now we can bring their records up instantly nine times out of 10, they ve got a few hours remaining, and the job can go ahead. THE BOTTOM LINE With reduced mobile phone calls and less administration, Steve is confident that the new vehicle tracking technology will secure some impressive cost savings for the company. Holland and Barrett s legal team is also currently investigating another potential financial saving reduced insurance premiums. Steve explained: There s no doubt that our vehicles are better protected from theft. When you put it all together, you can see how valuable a system like this becomes. There are so many advantages, and we ve not yet finished discovering them. KEY FACTS Manage the staff more easily Reduced mobile phone calls Less administration To learn more about GPS fleet management, call , or visit

5 Prima Distribution The Navman Wireless system gives us opportunities to reduce our mileage with better route planning, and means less time is wasted on deliveries Ray Halford, Managing Director, Prima Distribution Designed to please Prima Distribution operates a fleet of vehicles delivering to the UK s major High Street retail chains. With 30 trucks based in the UK and 32 delivering goods directly to customers warehouses from Eastern Europe, the company needs to be able to track each consignment, giving accurate delivery information to its customers. Prima Distribution is a well-known name in the fashion industry, delivering more than 40 million garments a year to the leading names in High Street fashion, such as New Look and Matalan. Operational headquarters are based in London, with depots in Weymouth, Leicester, Oldham and Stoke-on- Trent. Prima Distribution collects and delivers clothes from warehouses to major volume fashion stores across the UK, and also collects from across Eastern Europe and delivers directly to the customer s warehouse. VEHICLE TRACKING ELIMINATES THE GUESSWORK As there can be around 20,000 fashion garments in each truck, it is vital that head office has timely and accurate information about every journey. Essentially, it s about providing quality customer service, said Managing Director Ray Halford. Our customers need to know when they can expect their consignments to be delivered, and with the new system, we can give them an accurate update on exactly where the truck is and what time it will arrive. Before this, we would have to telephone the drivers, who would tell us roughly where they were and give us an estimated time of arrival. They could be held up in traffic, or have to follow a diversion, and we would then have to call again to find out where they were. Now, we can look at a screen and see exactly where they are at any one time and tell our customers. We no longer have to guess. Having the Navman system installed in our trucks has removed the human element in tracking our deliveries, added Ray Halford. We also know exactly how many miles each driver has done, at what speed and what route has been taken. This provides us with very useful historical data. Now, when we discuss the route chosen by drivers, we can show them that an alternative might have been a better option. This gives us opportunities to reduce our mileage with better route planning, and means less time is wasted on deliveries. Prima Distribution implemented the Navman solution after an earlier tracking system proved to be disappointing. Six months after installation, the organisation is very satisfied with the new system, especially as mobile costs are being reduced. Ray Halford has also seen his landline costs decrease, as he no longer needs to make several calls to drivers to check on progress. Our customers need to know when they can expect their consignments to be delivered, and with the new system, we can give them an accurate update on exactly where the truck is and what time it will arrive. Essentially, it s about providing quality customer service. To learn more about GPS fleet management, call , or visit