# 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.

## Contact us

### 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.