Leading digital retailer Argos is implementing a new transport management solution from Microlise.
The tool gives their transport teams live visibility of vehicles and expected estimated times of arrival so they can take action to maximise their on-time performance, as well as proactively keeping customers informed of any delays to their deliveries.
In addition, contact centre representatives will gain access to precision live delivery information letting them accurately respond to queries from customers.
Argos, whose parent company Home Retail Group was bought by Sainsbury’s in September 2017, is currently installing telematics hardware across the entire two-man UK home delivery fleet.
“Delivering a positive customer experience is an absolute priority for us and customers tell us that being on-time or informing them of any change is really important,” said Laurence Garnett, head of home delivery at Argos.
“We are constantly looking to new and innovative tools to help us improve our customer experience. Microlise will be a very powerful solution to help us further improve our high standards for on-time delivery as well as keep customers up to date with the very latest delivery information.”
Fleet Performance enables driving performance to be monitored through an A to G rating system. Via an app on their smartphone drivers can monitor their performance against benchmarks on a whole range of criteria including idling, acceleration, braking, cornering, cruise control usage and speed.
This information enables driver trainers to target training where it will be most effective and will help Argos to be more fuel efficient.
“Argos is a brand that has thrived on the high street since 1973, not least by always staying ahead of competitors and delivering excellent service. It’s great to be working with the company as it implements incremental improvements to continue to perform at the vanguard of retailers in terms of cost control and customer experience,” added Nadeem Raza, chief executive officer, Microlise.