18 October 2016
Wincanton uses fleXipod to boost customer service and streamline workflow for home delivery operation
Wincanton has adopted Paragon’s fleXipod proof of delivery and fulfilment solution for its multi-client home delivery operation to help enhance the consumer experience and streamline workflow processes. Wincanton plans on using the system across its delivery operation that is responsible for handling more than 200,000 furniture deliveries a year.
Following a successful trial, fleXipod is expected to be rolled out to 90 delivery teams that operate from a network of 6 depots. Using the system on rugged PDAs, mobile workers will now be able to access comprehensive delivery details for each job and capture a wide range of data including POD signature, GPS positioning, timestamp, photographs and any notes. The flexibility of fleXipod means that Wincanton can customise functionality and create tailored forms to support individual client delivery requirements.
The progress of delivery teams will now be monitored centrally in real-time through the fleXipod central management console. Wincanton will be able to continuously monitor estimated arrival times and automatically provide reminders to the consumer via SMS. fleXipod will also enable two-way interaction between the delivery teams and the central administrative function to facilitate streamlined and effective decision making around returns or other consumer issues.
Harvey Maycock, Services Manager at Wincanton: “We’ve found fleXipod to be a reliable, easy to use tool that fulfils our business needs by enabling smoother processes. Being able to record live, intuitive and comprehensive data is crucial to our award winning home delivery service. The technology has helped our team deliver the highest standards of operational excellence and customer service, recording and leveraging key data to help us boost customer care and bolster our offering.
“What we find particularly useful is having the ability to update information over-the-air which means that we can readily and easily deploy changes and improvements to our doorstep processes without the need to bring the devices back to base. As the largest British logistics company, this flexibility is essential to our business.”
William Salter, Managing Director of Paragon Software Systems commented: “In the fast-paced ecommerce marketplace, the consumer experience during last-mile delivery is vital to repeat orders and a positive brand experience. For 3PLs like Wincanton, our fleXipod proof of delivery and fulfilment solution provides complete visibility of the on the day delivery process and a seamless customer experience on behalf of their retail client.”
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