Customer Engagement Software for Deliveries

Proven customer engagement solutions that enhance satisfaction and reduce delivery costs.

Happy Customers, Reduced Costs

Provide visibility to satisfy customers and increase last-mile delivery efficiency.

Increase satisfaction

Give customers the transparency they expect

Reduce inbound calls

Keep customers informed and manage expectations

Increase delivery success

Help customers plan and prepare

Get actionable insights

Request timely, accurate feedback

Reduce Last-Mile Delivery Costs

Descartes customers have reduced delivery failure rates by 20% with notifications and real-time tracking.

• Ensure customers are ready for their delivery.
• Reduce inbound calls about estimated time of arrival (ETA) and feedback.
• Avoid disruption to drivers and dispatchers.

Enhance Customer Experience

Customer engagement helps businesses improve Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.

• Give customers the transparent, mobile-first experience they expect.
• Manage expectations.
• Make it easy to track delivery details.
• Quickly collect and resolve feedback.

Benefits of Customer Engagement

Order Tracking

• Enhanced customer experience
• Increased first-time success
• Reduced call centre traffic

Appointment Management

• Reduced call centre traffic
• Reduced missed deliveries or failed appointments
• Meeting customer expectations

Click & Collect

• Reduced handover time
• Improved customer experience
• Reduced paper processes

Customer Engagement Software Features

• Notifications and Order Tracking Portal
  Give customers visibility throughout the order lifecycle with SMS and email updates. Offer a browser-based portal where clients can view the progress of their order, provide additional details, and track their driver’s arrival. Automate feedback surveys to collect representative and actionable feedback.

• Real-Time Customer Feedback
  Increase feedback volume and accuracy by requesting it right after each delivery. Let customers share their thoughts while the experience is still top-of-mind. Speed up service recovery with real-time alerts when a customer submits a negative review.

• Self-Service Appointment Management
  Remind customers about their appointment and allow them to confirm, cancel, or re-schedule to a convenient time.

• Click and Collect Store App and Customer Portal
  Let customers alert staff when they’re on their way and check in when they arrive. Provide staff with real-time updates, prioritised tasks, and checklists to help them stay on track. Allow clients to share their real-time ETA with store reps for a faster pickup.

• More Fleet Solutions
  Customer Engagement solutions are designed to work with your routing, mobile, and telematics tools to enhance fleet performance and provide a flawless customer experience.

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Customer Successes

Case Studies

• Welsh Water
  “Since the introduction of technician tracking, “Where’s my technician?” query calls for wastewater appointments have decreased by 50 percent.”

• Stop Start
  “Overnight our business was transformed. Our planning team and drivers love using Descartes... Since introducing Descartes, Stop Start’s daily delivery volume has increased 50%. This rate of growth would not have been sustainable without digital planning tools.”

  • Daily planning time reduced 75%
  • Annual distribution costs saving £450k
  • Delivery capacity Increased 12%

• HSS Hire
  “Driver feedback is a game-changer for us and provides a wealth of information... now, customers get a call from a senior manager within thirty minutes, to see what we can learn from the experience.”

  • Driver Retention increased 45%
  • Fleet size 800+

• Gravesham
  “To anyone considering the solution, I would say go for it. It’s really good value... The solution really modernises how we work.”

  • Decrease in no-access rate 26%

• Paradigm Housing Group
  “The transactional feedback data is worth its weight in gold... ”

  • Customer satisfaction rating 4.6/5

Frequently Asked Questions about Customer Engagement Software

1. What features are essential in customer engagement software for last-mile deliveries?
   Key functionalities should include real-time tracking, visibility of delivery progress for the customer, and automatic notifications.

2. How does customer engagement software improve deliveries in the last mile?
   Notification messages help to ensure a customer is ready to receive their delivery, speeding up delivery service times.

3. What questions should you ask before investing in delivery notification and customer engagement software?
   Consider how well it integrates with existing systems and its scalability.

4. What business goals does delivery notification and engagement software serve?
   Goals include improved delivery accuracy and enhanced transparency for both customers and operations teams.

5. What integration capabilities should I check for?
   Look for software that can seamlessly integrate with existing routing and proof-of-delivery systems.