Page 30 - Case Study Annual 2018
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LAA Gold Award
challenge was to get visibility into the entire empowering them to proactively contact
delivery operation, from warehouse floor to the customer and resolve the issues with the
customer door. level of knowledge and professionalism they
To overcome these challenges, Coricraft required.
needed to implement a technology solution The company has managed to achieve
that would provide operational insight its two key objectives: improvements
into where gaps in the process could be in operational efficiency and customer
identified and resolved. The solution needed experience. There has been a reduction and
to incorporate a transformation in driver almost dismissal of failed deliveries, which
behaviour, engagement and alignment, along are the costliest elements in last-mile delivery
with empowering drivers with reliable and operations. There has been an increase in
accurate addresses and efficient routes to engagements and communication between
reduce customer frustration whilst improving the drivers, the business and with customers,
the visibility and customer communication. thereby improving deliveries and transforming
The solution integrated the Coricraft Point customer service. Empowered through mobile
of Sale system into the Trackmatic’s Address solutions, drivers can now deal directly
Validation Tool, allowing for the outsourced with customers and help resolve issues
team at Trackmatic to validate and correct independently of warehouse-based personnel.
(where necessary) addresses and resolve
them into GPS co-ordinates, all in real time. The way forward
Incomplete and inaccurate addresses were Trackmatic is actively collaborating with
processed using Google Enterprise and often Coricraft to consciously improve on its
manually checked to ensure validity. already groundbreaking solution. By shifting
A further technology innovation was the focus to ‘Data Driven Decision Making’,
introduction of a seamlessly integrated PBX Coricraft has the relevant information to make
calling system within Trackmatic’s mobile empirically based and informed decisions
application. Trackmatic also introduced email which will lead to more meaningful data for
notifications at time of scheduling, departure richer last mile enhancements and further
and next delivery, which kept customers customer delight deliverables. Future plans
informed of progress throughout the day of include giving customers the ability to live
delivery. Delivery failures or product damage track their deliveries and view the live ETA.
issues were quickly reported by the delivery The planned sign-on-glass ability will allow
teams to the customer support teams, clients to capture their signature digitally. •
28 The Logistics News Case Study Annual 2018
