CASE STUDY
Trackmatic implemented its Driver-Led Visibility solution
Coricraft wanted a white-glove delivery
process that was as slick as its in-store
experience. It needed the same efficiencies
at the point of fulfilment as it had at point
of sale. To start, Trackmatic integrated the
Coricraft point of sale system into their
Address Validation Tool (AVT). This allowed
for a dedicated Data Integrity Team at
Trackmatic to process the addresses and
resolve them into GPS coordinates in real
time. Any conflicts of address would be
filtered through Google Maps and manually
checked by a dedicated Data Integrity Agent
who could shift the pin to a more accurate or
relevant location, when required.
“A great example of where this level of
manual control excels is in gated estates,”
explained Slotow.
“When the shift happened, it was magic.
They felt empowered as they could now
resolve issues independently without
impacting on operations when there
were delays on the customer side. The
integrated voice solution allows them to
contact customers and let them know
they are outside or their estimated time of
arrival. Trackmatic’s solution also stores all
recordings in the cloud to use in the driver
debrief process and in case of any issues.
This process of continuous learning and
improvement has had a significant and
positive impact on results.”
Trackmatic believes in empowering the
drivers, providing them with the tools they
need to deal with frustrated customers in
real time. Using this level of engagement
“The delivery entrance could be different
from the visitor’s entrance and the vehicle
has to then navigate back routes to get to
the home. That level of discretion doesn’t
come from GPS, it comes from human
engagement, intellect and experience. We
built an entire Address Validation Tool (AVT)
for Coricraft and delivered a highly targeted
and elegant solution without any delay in
the delivery timeline.”
with the customer has meant that drivers
can relay issues around damaged items or
poorly filled orders and give the customer
insight into when these issues will be
resolved. This availability of information
has seen a significant reduction in customer
complaints as most understand that there
can be delays, but want these delays
communicated clearly and on time.
Creating a platform for real-time engagement
and communication has enhanced Coricraft’s
relationship with its customers as customers
trust that they will be kept informed of the
progress of their delivery.
The AVT solution is cloud-based and fully
integrated, taking the address from point of
sale to the front door. It provides an incredibly
high level of accuracy and has transformed
delivery operations. It has also changed the
way the drivers engage with technology.
“Getting drivers to take their mobile device
into the vehicle and navigate with trust
and confidence was a major achievement,”
said Slotow.
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INTELLIGENTCIO
David Slotow, CEO at Trackmatic
“Coricraft hasn’t done anything differently
to achieve this goal, they haven’t changed
their manufacturing process or their
product range,” added Slotow. “All it took
was them knowing that a customer was
unhappy and having a strategy in place
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