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Foothill Appliance offers a full line of services including repair of residential and commercial appliances, preventative maintenance plans, and new sales. For nearly 10 years, they’ve made a commitment to provide the most reliable and dependable service to their customers.
The Challenge:
Customer experience is a huge driving force for the business—so much so that they perform all installations, services, and deliveries using in-house teams to ensure the best possible level of service. Although their existing delivery technology made it easy to communicate initially with them via texts, it wasn’t making it easy for them to keep customers in the loop with subsequent touches. They had to rely heavily on phone calls to customers to provide delivery details, and it was nearly impossible to respond to all customer inquiries in a timely manner. Moreover, the routing technology lacked precise and updated addresses for some of the rural areas to which Foothill was delivering.
They knew that they were ready to level up their last mile delivery management, and they turned to DispatchTrack to help them do it.
The Solution:
By partnering with DispatchTrack, Foothill Appliance gained a partner who was committed to helping them offer the right level of customer service. Our software solution offered:
- Automated bulk customer notification via text and email
- Two-way connectivity with customers
- An easy-to-use driver mobile app
- Route optimization powered by AI
- Real-time delivery visibility
The Result:
Once they had implemented DispatchTrack, Foothill Appliance began seeing benefits almost immediately. Now, instead of spending hours after closing time returning calls from customers, they were able to send out customer notifications in bulk with just a few clicks. Customers felt better being easily able to see their order details, and the Foothills team saved a huge amount of time.
At the same time, the added connectivity made delivery visibility and driver management significantly easier. Inbound calls from drivers dropped significantly as well—since there was no risk of them losing the physical pieces of paper with their stop details. And the use of return codes in the mobile app to indicate why a particular item was coming back to the warehouse made triaging returns quicker and more efficient. All this helps lay the foundation for improved customer service, and even a pathway to business growth.
- Faster responses to customer inquiries
- Significant time savings from a reduction in phone calls
- Easier return management via return codes
- More empowered drivers thanks to the mobile app
