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Foothill Appliance Case Study

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"We’re always looking for ways to more effectively help the customer. DispatchTrack gave us a great option for making sure the customers are happy and they’re not stuck waiting on us to call them back."
Country

United States flag United States


Products

Industry

Furniture & Appliance

Foothill Appliance offers a full line of services including repair of residential and commercial appliances, preventative maintenance plans, and new sales. For nearly 10 years, they’ve made a commitment to provide the most reliable and dependable service to their customers.

The Challenge:

Customer experience is a huge driving force for the business—so much so that they perform all installations, services, and deliveries using in-house teams to ensure the best possible level of service. Although their existing delivery technology made it easy to communicate initially with them via texts, it wasn’t making it easy for them to keep customers in the loop with subsequent touches. They had to rely heavily on phone calls to customers to provide delivery details, and it was nearly impossible to respond to all customer inquiries in a timely manner. Moreover, the routing technology lacked precise and updated addresses for some of the rural areas to which Foothill was delivering.

They knew that they were ready to level up their last mile delivery management, and they turned to DispatchTrack to help them do it. 

The Solution:

By partnering with DispatchTrack, Foothill Appliance gained a partner who was committed to helping them offer the right level of customer service. Our software solution offered:

  • Automated bulk customer notification via text and email
  • Two-way connectivity with customers 
  • An easy-to-use driver mobile app
  • Route optimization powered by AI
  • Real-time delivery visibility

The Result:

Once they had implemented DispatchTrack, Foothill Appliance began seeing benefits almost immediately. Now, instead of spending hours after closing time returning calls from customers, they were able to send out customer notifications in bulk with just a few clicks. Customers felt better being easily able to see their order details, and the Foothills team saved a huge amount of time. 

At the same time, the added connectivity made delivery visibility and driver management significantly easier. Inbound calls from drivers dropped significantly as well—since there was no risk of them losing the physical pieces of paper with their stop details. And the use of return codes in the mobile app to indicate why a particular item was coming back to the warehouse made triaging returns quicker and more efficient. All this helps lay the foundation for improved customer service, and even a pathway to business growth.  

  • Faster responses to customer inquiries
  • Significant time savings from a reduction in phone calls
  • Easier return management via return codes
  • More empowered drivers thanks to the mobile app

"If I get a call from a customer, I don’t have to talk to my dispatcher—I can just look at the order in DispatchTrack and see the info. Everything is a one-stop-shop, one location for everything. You don’t need a middleman to pull information. It’s great for salespeople."

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"Furniture Village strives to make its name synonymous with “quality” all across the UK. DispatchTrack helps us extend that promise into the delivery experience—and beyond—by empowering us to optimise routes, communicate with customers, and boost visibility."

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"Before DispatchTrack, I could never have delegated the routing of the trucks. I wouldn't have had that crucial first 2 hours of the day to devote to overseeing multiple different teams within the company. DispatchTrack has been a pivotal tool for giving time back to our management and saving costs."

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"We’re one of the three major final mile providers that cover the entire United States, and in the critical areas of route optimization and delivery execution, DispatchTrack is our application of choice."

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See DispatchTrack's Last Mile Delivery Solution in Action