About the Customer
Founded in 1902, Bassett Furniture is one of the most established names in American furniture. Known for customizable, high-quality products and an elevated customer experience, Bassett combines in-house manufacturing with a national retail footprint to serve design-conscious buyers across the U.S.
The Challenge
Bassett’s delivery operations were historically managed using paper logs, MapQuest, and stand-alone GPS devices. This led to avoidable delays, miscommunications, and occasional missed items. Incomplete visibility across dispatch, warehouse, and delivery teams often translated into extra costs—and diminished customer satisfaction.
The Solution
To modernize operations and improve performance, Bassett implemented DispatchTrack’s end-to-end delivery management platform. The result was a complete transformation in visibility, coordination, and communication across the last mile.
A key component of this transformation was DispatchTrack’s deep integration with STORIS, Bassett’s POS and scheduling platform. Orders created and scheduled in STORIS flow automatically into DispatchTrack—eliminating the need for manual re-entry or reconciliation. From there, DispatchTrack takes over the customer communication process, triggering:
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Automated scheduling confirmations
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Time window updates
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Delivery status notifications
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Real-time changes if rescheduling is needed
This integration ensures a seamless connection between sales, operations, and delivery, allowing store teams and customer service reps to focus on the customer experience rather than logistics coordination. It also provides a single source of truth for delivery status—accessible to anyone from dispatchers to designers.
Combined with AI-powered routing, mobile delivery tools, and real-time GPS tracking, DispatchTrack and STORIS together give Bassett a tightly integrated, scalable foundation for consistently high-quality delivery execution.
Results at a Glance
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✅ Incomplete deliveries dropped significantly with digital warehouse checklists
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✅ Routing became faster and more efficient using AI-powered tools
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✅ Customer communication was automated via multi-touch notifications
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✅ GPS tracking brought real-time location visibility and accountability
Unexpected Wins
Bassett now uses delivery photos not just for confirmation—but as a merchandising tool. Designers access post-delivery images to follow up with complementary product suggestions, turning deliveries into new revenue opportunities.
Looking Ahead
Bassett continues to explore new channels like text-based delivery notifications, while leveraging Salesforce-integrated hot sheets for real-time issue resolution and customer satisfaction tracking.
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