Since their founding in 1976, Sherman's’ goal has been to "make sure [their] customers are really happy they chose Sherman's." What began as an independent retail shop specializing in microwaves soon spawned four locations across Illinois where customers can get appliances, furniture, mattresses, and more.
The Challenge: Offering a Competitive Customer Experience
Sherman’s had long prided themselves on providing an independent alternative to larger corporate chains, and in 2023 they came to see branding and customer experience as the next frontiers to compete on. By that time, they had already been using DispatchTrack for 9 years for route optimization—but they knew that they could be getting more out of the software.
The Solution: Expanding DispatchTrack Usage with Next-Level Communications
Seeing a huge opportunity to boost their customer experience, Sherman’s decided to expand their DispatchTrack usage to take much greater advantage of the platform’s customer communication features.
In addition to the route optimization capabilities that they were already leveraging, Sherman’s was able to use DispatchTrack for:
- Confirmation messages two days prior to delivery
- Schedule confirmations the night before
- Day-of delivery notifications with stop numbers
- Live delivery tracking via a branded track widget
- Automated NPS survey requests to customers
Sherman’s included their corporate branding consistently across all delivery communications, helping to create a customer experience that reflected their brand story across multiple touchpoints with the customer.
The Results: World-Class Customer Delivery Experience
- Increase in NPS to 87
- Significant time and cost savings
- Eliminated manual phone calls from drivers
- Boosted brand strength
With DispatchTrack’s customer communication features, Sherman’s was able to stop relying on drivers to make phone calls and send out survey questionnaires to customers. This enabled them to focus on providing the best possible service, while ensuring a consistent delivery experience through carefully crafted text and email communications. Customers now had multiple opportunities to confirm their deliveries, meaning they were less likely to miss deliveries.
By automating the process of sending out the surveys, Sherman’s increased NPS survey uptake from customers, enabled them to easily measure the NPS improvements that came from their enhanced customer experience. At 87, they’re closing in on their ambitious goal of an NPS score of 90—a testament to just how effective they’ve been at strengthening their customer delivery experience to the point where it competes with much larger players in the furniture and appliance space.
