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Campbell, CA — February 27, 2025 – For Foothill Appliance office manager Sarah Barnes, keeping customers informed, scheduled and happy was time consuming and difficult. It required manually making phone calls at closing time each day to confirm the next day's appointments and move delivery windows.
Over the course of two decades, Foothill Appliance built its business on providing complete service — from showroom selection through installation and service after the sale. As their reputation grew, so did the operation: More customers, more brands, extended showrooms. Customer expectations have grown as well, and while traditions like customer service never get old, the traditional processes just weren't keeping up with Foothill's expansion.
That's when they turned to DispatchTrack, the global leader in last mile delivery solutions, for a tech tune-up.
Foothill faced a dilemma. They were determined to continue providing delivery and set-up using in-house crews. But managing those deliveries meant manually calling customers each day, setting or re-setting appointments. A customer scheduled to have a new gas cooktop connected who was suddenly faced with a sick child or work emergency had to rely on reaching Foothill by phone to change their delivery window.
It was a daunting task that could leave customers waiting for a call-back and some daily routes out of date before the truck left the dock. Foothill first tried another delivery management solution that promised easy communication management, but it turned out to be less flexible and connected than expected.
That’s why they turned to DispatchTrack. Foothill found the platform's ability to confirm delivery windows and notify customers, in bulk and automatically, drastically cut phone calls with customers and their drivers.
"We're always looking for ways to more effectively help the customer," said office manager Sarah Barnes. "DispatchTrack gave us a great option for making sure the customers are happy and they're not stuck waiting for us to call them back."
DispatchTrack automated the process of scheduling, notifying, routing and rescheduling. Its AI-powered routing engine optimizes routes while accounting for service times — plugging in a range takes less time than connecting a gas line — crew skills and equipment capabilities. Up-to-the-minute tracking provides dispatchers with granular visibility into each route and stop and customers with updated ETAs. Drivers always have access to the latest — and correct information — about their stops through the easy to use mobile app. Two-way communications with customers make it easy for them to review their order details, keep them informed about their delivery window and update gate codes and other on-site requirements.
Reverse logistics for returned items improved too, and Foothill also offers a haul-away option for big and bulky items. The drivers receive return codes in the mobile app telling them why an item is being picked up for return.
The benefits of DispatchTrack — reduced phone calls, easier scheduling, two-way communications, driver app — have increased the level and quality of service Foothill can provide to customers, supporting its hard-earned reputation and paving the way for future growth.
About DispatchTrack
DispatchTrack is the global leader in last mile delivery solutions helping top brands around the globe power successful deliveries 1 million times a day. Since 2010, DispatchTrack’s scalable, AI-driven SaaS platform has revolutionized delivery experiences by making them more connected, intuitive, and intelligent. With a comprehensive suite of industry-specific solutions, DispatchTrack’s end-to-end capabilities enable logistics teams to achieve 50% faster route optimization, lower delivery costs, and huge improvements in customer satisfaction. Trusted by over 2,500 customers, including industry leaders like Ferguson, Ashley Furniture, Walmart, Mattress Firm, Ryder, and Quirch Foods. DispatchTrack’s solution delivers proven results and delightful experiences that customers remember. When businesses make promises to their customers, DispatchTrack makes sure they deliver.
You can follow DispatchTrack on LinkedIn and X.
Dan Shim is available to discuss how technology improves customer experience. Contact Dan Shim, dan@dispatchtrack.com
About Foothill Appliance
Foothill Appliance is a family-owned appliance store based in Jackson, CA. Since 2008, the company has served customers with low prices on appliances and top-notch customer service. Foothill Appliance is an authorized dealer of almost every brand of major home appliances, such as GE, KitchenAid, Maytag, Speed Queen, Whirlpool and more.
