Morris Furniture Company was founded in Dayton, Ohio with a simple idea: offer quality furniture at a reasonable price with superior service. They’ve prided themselves on making homes great since 1947, and now boast a large presence across Ohio and northern Kentucky. By the end of 2024, they’ll be operating 25 total stores—including 13 Ashley Furniture locations.
In 2023, they saw an opportunity to prioritize improving the delivery experience they offered to customers. The delivery data they were collecting showed a higher-than-ideal number of cancellations, unplanned returns, and reschedules, and they knew that they could reduce those numbers and boost customer satisfaction by improving their processes.
When they drilled down to their productive delivery rate, they found there was a lot they could do to help turn up potential cancellations before their orders were routed or loaded onto trucks, most of which revolved around their customer communications.
Morris Furniture was seeking a way to engage with customers earlier, more frequently, and more impactfully to enable more productive deliveries—and DispatchTrack was there to help.
With DispatchTrack, Morris Furniture had a partner who was just as laser-focused on customer experience as they were. Our platform offered a number of capabilities that were designed to engage customers and ensure a smooth and satisfying last mile delivery process across the board:
By leveraging DispatchTrack’s customer communication functionality, Morris Furniture was able to significantly decrease the number of unproductive deliveries (i.e. cancellations, not-at-homes, no-fits, incorrect items, etc.), boosting customer satisfaction in the process.
Now, customers had multiple opportunities before the delivery was underway to let Morris know that the delivery date no longer worked or that the items or address associated with their orders were incorrect. This had a huge impact on delivery productivity. Now, instead of risking damage to goods by loading trucks with orders that were destined to be brought back to the warehouse undelivered, Morris Furniture could work with their customers to find new delivery times that worked for them.
All this added up to smoother, more efficient last mile delivery operations that made their customers happier and their drivers more productive.