Scott Parnell Improves Productivity and Customer Experience with Descartes’

U.K.-based builders’ merchant Scott Parnell was founded in 2012, with the objective of being a trusted partner in the construction industry. The company prides itself on its independence, expertise, practical knowledge and its commitment to innovation and sustainability. Since its inception, Scott Parnell has grown to operate seven major branches in strategic locations across the UK, all supported by significant stocks from which it supplies its customers’ daily operations. 
 
With its focus on customer experience and sustainability, Scott Parnell recognised the value in being able to automate and optimise its paper-based delivery note and invoicing processes, while providing a modernised delivery experience.   

 
The Challenge 

Scott Parnell distributes supplies and materials to construction, rail and infrastructure sectors nationwide. As the company has grown, so has the number of paper-based processes it operates associated with last-mile delivery, including order and delivery notes, proof of delivery (POD) and customer invoices. In addition to automating and optimising its operations as part of a broader digitalisation initiative, the merchant recognised that the benefits of enhancing its last-mile operations in this way would extend to an improved customer experience and its own sustainability endeavours. 

“Providing our customers with reliable and efficient service has formed the backbone of our successful growth since 2012,” said Rachael Adamson, Director – South-East, Scott Parnell. “We wanted to continue to make strides and set the industry bar in this respect, which led us to implementing Descartes’ ePOD”. 

The Solution 

Part of Descartes’ routing, mobile and telematics solution suite, electronic proof of delivery (ePOD) captures customer and delivery information with supporting images and signatures via a mobile app. Since information is transmitted in real-time, invoicing errors are minimised. With at-stop data gathering, Descartes’ ePOD helps customers streamline business processes by eliminating the need for paper and printing, which reduces costs and supports environmental objectives.  

Descartes has also integrated its ePOD solution with Scott Parnell’s ERP system, allowing the company to achieve more accurate inventory management and invoicing. Descartes is also contributing towards its health and safety initiatives, giving essential information about its customers’ sites, such as the need for drivers to wear protective equipment (e.g. high-visibility vest) upon delivery.  

The Results 

Descartes’ ePOD has improved Scott Parnell’s customer experience, operational efficiency and delivery sustainability with a significant reduction in paper usage and productivity gains equal to two full-time employees.   

“Introducing Descartes’ ePOD has translated into substantial daily savings of 16.5 staff hours as a result of more efficient customer delivery and invoice processes, allowing us to devote more time and attention to other initiatives that deliver greater value for our customers,” Rachael explains.  

“The solution confirms that goods have been delivered, efficiently completes delivery notes, and emails the proof of delivery and invoice to the customer. Additionally, by replacing paper invoices with digital ones when delivering products, we will save on average 600 – 1000 pieces of paper each day, contributing towards our own Environmental, Social and Governance (ESG) goals and customer requirements.”  

“We are delighted with the way in which Descartes’ ePOD has positively contributed to our customer experience and operations,” Rachael concludes. “We have eliminated paper delivery notes and invoicing to minimise paperwork associated with last-mile delivery – and are achieving accurate proof of delivery, invoicing and inventory management, which has freed up time for our team to focus on other business priorities. In all, Descartes is enabling us to actively contribute to our continued growth and allowing us to stay true to our core value of being a trusted partner to our construction customers.”