How do we ensure a clear time frame when delivering groceries to home?
Keep consumers informed about the delivery so that they know exactly when the doorbell rings.
Our customers know even better where they stand, which has increased customer satisfaction.
One of the biggest annoyances with delivering groceries to your home is an unclear time frame. With the route management system that Plus introduced in 2022, RoutiGo, this is a thing of the past. The software combines route planning, navigation, registration and track & trace, so customers always know where they stand - there are four more customers for you! - and entrepreneurs get more control over their operations.
Because that's it literally and figuratively, knows Maurice Buring, E-Commerce Operations & B2B Manager at Plus Retail: “The e-commerce operation is complex and challenging, especially when it comes to food. You are dealing with a multitude of internal processes and they must all seamlessly connect to the external ones, for an optimal customer experience and a manageable process. '
In recent years, Plus has added more and more technology to the e-commerce operation to make the process more customer-friendly. Various applications are in use for order management, order picking and delivery. To organize the last mile this was not the case until the beginning of this year. “This next step has now also been taken, making it more efficient to collect and deliver orders for stores and our customers to know even better where they stand.”
Physical and online shopping trips are increasingly intertwined, Buring clarifies. “While some consumers already shop exclusively online, an increasing proportion of customers are alternating online with visits to the physical store. And then there is still a small part that literally takes the shopping list to the store or orders over the phone, and then has the groceries delivered to your home. '
“Whichever route a consumer chooses, customer satisfaction is key
“Whichever route a consumer chooses,” he emphasizes, “customer satisfaction is ours key. This professionalization in e-commerce helps us to efficiently bring both online and offline orders together, as quickly and transparently as possible for consumers. '
When consumers order their groceries via the Plus app, they always go to their own local supermarket, explains Buring. “Our stores have now had a dual purpose: to welcome and serve both physical and online customers. We deliberately choose not to let this run from one central DC, because it is precisely with our local and personal service that we make a difference in the market. '
However, the local store employees are not professional planners, he continues. “In further professionalizing the ordering process, we therefore looked for a partner who could set it up for us as efficiently as possible, but also as simple as possible. We found this partner in RoutiGo. '
“Consumers expect transparency in delivery times,” says Patrick Okkersen, co-founder of RoutiGo, “punctual delivery and friendliness at the door. If this goes wrong more than once, they lose faith and switch to another retailer. ' With RoutiGo's software, entrepreneurs get more insight into and control over the delivery operation, he explains. “Which ultimately makes the experience more positive for the end user.”
When consumers order online, they choose a time block, explains Buring. “The system collects these orders and store employees can add offline orders themselves. When all orders are included in the route planning, our customers receive a time indication. As soon as the delivery person then starts driving, they will receive an update and you can track where the order is approximately via track and trace. '
The Routigo software algorithm continuously recalculates the route, Okkersen explains. “As a result, consumers can see exactly how many addresses are left for them and when they ring the bell.” After all, with small exceptions, this is usually accurate to the minute, emphasizes Buring. “What makes for a lot of happy faces. Moreover, because our customers know they can rely on this, they often already have their empty crates and packaging ready. This also saves a lot of time on the road and for the customer. '
The software system offers ease of use for all parties, he says; “For store employees, couriers and consumers, and helps us increase the focus on local attention.” Customer satisfaction has therefore risen considerably since the professionalization of e-commerce, data shows. “The feedback we get back from our customers is very positive, and we've also seen a clear increase in Kiyoh score since our partnership with RoutiGo.”
In addition, the software system for Plus itself also provides important benefits, emphasizes Buring. “Since use, we've seen more than 20 percent savings in delivery time per order, without increasing the workload. The efficiency that RoutiGo brings provides much more insight in advance, making it easier to make adjustments. This also significantly saves on all costs associated with the delivery process. '
“It's nice to work with Plus,” says Okkersen. “We do set up the software to measure, and to do this properly, transparency is needed and ultimately adoption. Plus understands this and at the same time relies on our expertise, allowing us to switch quickly and keep optimizing. '
After all, the optimization of e-commerce is never finished, Buring concludes. “The collaboration with RoutiGo has created a good basis for the future. Through a better match with the order delivery app, we can continue to anticipate increasingly rapid developments, with attention to the customer as a priority. '
Source: www.distrifood.nl
