The Challenge: Restoring Delivery Standards and Protecting ABC Warehouse’s Long Standing Reputation
ABC Warehouse has been a trusted name in appliances, furniture, electronics, and home goods for over 60 years. Their success has been built not only on the strength of their product selection and pricing but on their commitment to delivering a reliable and professional customer experience.
The company relies on an external 3rd party delivery provider to make last mile home deliveries but without strong operational oversight, ABC Warehouse had limited visibility into the delivery execution portion of the last mile journey, and risked reputational damage—something unacceptable for a company built on decades of trust. Inconsistent driver behavior, missed delivery protocols, unprofessional in-home service, and lack of documentation were becoming serious threats to their brand.
Despite decades of loyalty, the lack of visibility and accountability among external delivery teams put ABC Warehouse’s hard-earned reputation at risk. Bill Nottenkamer, ABC Warehouse’s Director of Distribution and Warehouse, knew it was time to act.
ABC Warehouse needed a way to:
- Establish full operational visibility across third-party delivery teams
- Ensure compliance with strict standards for professionalism, appearance, and service
- Deliver a consistent customer experience across all deliveries
- Maintain and protect their legacy of quality without managing third-party teams directly
That’s when Bill and ABC Warehouse’s leadership team turned to DispatchTrack.
The Solution: Total Visibility, Order level Accountability, and Real-Time Control with DispatchTrack
Real-Time Operational Visibility:
With DispatchTrack’s routing optimization and mobile application, ABC Warehouse gained real-time insight into the location, activity, and status of every delivery team operating on their behalf
Driver Compliance and Professionalism:
DispatchTrack’s mobile app enforced an easy to follow yet strict workflow for delivery teams, requiring photo documentation, checklists, and customer confirmations before moving to the next stop. This helped ensure that drivers adhered to ABC Warehouse’s high standards for appearance, behavior, and service at every customer interaction.
Immediate Exception Management:
If a delivery team encountered an issue—such as damages, customer complaints, or delays—DispatchTrack’s real-time alerts empowered management to intervene immediately rather than waiting until after the fact.
Customer Experience Monitoring with Surveys
ABC Warehouse leveraged DispatchTrack’s post-delivery surveys to measure customer satisfaction with proactive outreach. Delivery quality became measurable, providing the necessary data to hold partners accountable and continuously drive improvements.
Third-Party Buy-In:
By sharing the DispatchTrack platform with their third-party partner, ABC Warehouse created a shared investment in improving service, with both parties contributing financially and operationally to the success of the implementation.
The Results: Faster Routes, Better Visibility, Stronger Operations
Safeguarding a 60-Year Legacy
Since implementing DispatchTrack, ABC Warehouse has:
- Dramatically improved visibility across all deliveries, and the steps that were followed by the driver once the trucks left the warehouse
- Reduced negative customer feedback related to unprofessional behavior and missed expectations
- Improved internal and external coordination between stores, warehouses, and delivery teams
- Increased overall customer satisfaction scores, even within the first few weeks of use
- Built a foundation for ongoing modernization of operations and future scalability
If the current delivery partner does not consistently meet newly established service targets, ABC Warehouse now has the visibility and control necessary to make informed decisions about future partnerships—ensuring their reputation remains protected.
