Daniel Hensens - COO Crisp

Communicating the time of delivery mega important

‘Crisp is an online fresh food supermarket. Via a user-friendly app on your phone, you can buy super-fresh groceries at Crisp, purchased directly from producers and growers. You can order until 22.00 and your groceries will be delivered the next day. Our customers like to know exactly when their groceries will be delivered’, says Daniel Hensens, COO at Crisp. ‘Communicating the time of delivery is extremely important to us. Since we have been working with RoutiGo, we have received compliments on both our delivery and the communication during the delivery process.’

Problem

How can I easily inform my customers correctly about the progress of their order.

Objective

Real-time insight into the progress of our delivery process so that we can inform customers promptly and correctly.

Result

Real-time insight for our customers and customer service when the order will be delivered.

COMMUNICATING THE DELIVERY TIME IS IMPORTANT FOR CRISP CUSTOMERS

‘In the industry that Crisp is in, the timing of delivery is simply mega important’, Daniel explains. ‘If my groceries arrive at 18.00, I can use them for dinner right away. If my order arrives at 22.00, I’ll have to arrange something else for tonight.’

INSIGHT INTO WHAT TIME YOUR DINNER WILL BE DELIVERED

Daniel Hensens: ‘If you deliver flowers, people don’t worry about an hour or two, but for dinner, you want to know what time it will be delivered. With RoutiGo, the customer has insight into what time the groceries are delivered and whether the delivery is still on schedule. It is also nice for our own customer service to see which driver drives where. Is everything going according to plan or do we have to call customers that we are running a bit late? That combination of route planning, navigation, registration and track & trace that RoutiGo offers is simply very nice. Communicating the time of delivery is therefore very much appreciated by our customers.’

USER FRIENDLY

Hensens: ‘The software is also very user friendly and even in our own corporate style. You don’t have to download all kinds of complicated programs, it works nice and easy, without having to struggle through thick manuals. But that doesn’t mean you can’t do a lot of things with it. At first, we were a little apprehensive about whether a piece of software could really deliver that combination of route planning and track & trace. As a rule, companies either have good planning software or they are much more focused on customer experience. Practice has shown that RoutiGo can do both at the same time.’

Is communicating the delivery time in real time and planning optimal routes important to you as well?