Customer Engagement Software | Descartes Routing UK | Descartes Routing UK

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Customer Engagement Software

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. 

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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

  • 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. 

    Learn more about notifications and tracking

  • 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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