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Delivery and field service providers benefit from customer engagement technology such as notifications, real-time tracking and satisfaction surveys to improve the customer experience. Give your customers the transparent experience they expect while reducing last-mile delivery costs.
Increase fleet productivity
Descartes customers have reduced no-access rates by 20%, increasing the productivity of their fleet.
Self-service appointment management, real-time tracking and notifications ensure that customers are primed for the arrival of their delivery driver or technician.
Meanwhile your office-based team benefits from fewer calls relating to ETAs and feedback.
Enhance customer experience
Customer engagement helps businesses to improve NPS and CSAT scores.
With real-time status updates and tracking, customers enjoy the mobile-first experience they’ve come to expect.
Automated feedback surveys help you to put the voice of your customer at the heart of your business.
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
Descartes Customer Successes
“With Descartes, we can reduce planning to one hour with one employee, allowing us to significantly increase productivity and redeploy staff to wider strategic initiatives. The level of automation and digitisation we have already achieved using the solution has fundamentally transformed our logistics operations. This, combined with robust track-my-order functionality, means that customer experience has significantly improved.”
Chris Pullen, CEO
Daily planning time reduced 75%
Daily Deliveries 900
Fleet size 50
“Driver feedback is a game-changer for us and provides a wealth of information. Previously, negative feedback would be directed to a sales colleague and escalated over a matter of weeks. Now, customers get a call from a senior manager within thirty minutes, to see what we can learn from the experience. ”
Michael Alldridge, Operations Director, South-West and Wales
Driver Retention increased 45%
First-time access & customer experience Improved
Fleet size 800+
“If you’re looking to improve the customer experience, there’s no reason not to use the solution. We chose the platform to improve the customer experience and saw additional benefits such as a reduction in missed appointments and increased response to feedback.”
Andrew Rysdale, Assistant Director of Property, Fairhive Homes
Reduction in failed appointments 37%
Customer feedback response rate Increased
Customer satisfaction star rating 4.5