Customer expectations around delivery services continues to increase for consumer goods following the ‘Uber’ effect and supply chain investment by Amazon, according to Australia’s largest last mile technology provider, Radaro.
There is increasing demand for a more transparent, personalised and connected delivery experience, coupled with the trend towards same day/next day delivery models, which is placing pressure on Australian retailers and OEM’s to adopt emerging delivery trends and technologies.
Radaro managing director, Brenton Gill (pictured) warns brands that lack the technical capacity to enhance the control of their fulfilment are faced with falling customer service and satisfaction levels due to longer dispatch times, slower delivery speeds and reduced supply chain visibility.
“To retain customer loyalty, improvements to the customer experience such as the ability to track items and provide enhanced booking communication are no longer desired but expected,” he told Appliance Retailer.
“It is no longer about a brands differentiation in the market, it is about a brand remaining relevant in an industry, whereby disrupters such as Amazon, are rewriting the rules, including deploying last-mile technology to meet and exceed customer expectations,” he said.
Radaro allows businesses to provide customers with real-time visibility over their deliveries; reducing customer wait times, improving communication and creating a more customer-centric delivery experience.
Founded more than four years ago with offices in Australia, the US and Europe, Radaro found its success in driving industry change across the home appliance sector, by enabling brands to rapidly shift to complete digitisation of last mile. Radaro works with major retailers such as JB Hi-Fi, The Good Guys and IKEA, as well as major appliance brands including Miele and Electrolux.
Radaro is more than simply a “track my delivery” platform. Though, this was the catalyst for the technology, Radaro and its clients view the technology as a data and control platform, with brands accrediting Radaro with significant customer facing and administrative improvements.
The platform claims improved ROI for its enterprise clients, including reductions in both call centre costs and inbound call volumes for “where is my delivery” by 25% and 75% respectively.
Electrolux has reported a 25% decrease in failed deliveries whilst also achieving an average customer feedback rate of over 30%. The brand has also seen improvements to their average customer rating from 4.3 to 4.7 stars.
Miele has commended the technology for dramatically improving their customer response times and driving enhanced increase in performance to customer feedback.