Delivery, assembly and installation – the ultimate last mile delivery experience
ANC commenced our integrated delivery and assembly service in 2016 based on customer feedback and client demand, and our commitment to last mile delivery excellence. For some customers and products, having the product delivered is only half way to enjoying it when installation and/or assembly is required.
With ANC’s assembly service, no longer does the delivery need to take place on one day with the customer left waiting for the assembly/installation to be scheduled and completed on another day by a different provider. ANC offers a complete, integrated solution to ensure the customer gets their product with the best delivery experience, and can enjoy their product with the immediacy and excitement having had it assembled and/or installed by ANC’s delivery professionals. To complete the ultimate last mile delivery and assembly experience, ANC deliver professionals remove all the cumbersome packaging and comparable old product,
Our promise is to protect and enhance brand value and reputation in the last mile delivery by representing our clients’ brand and ensuring the customers’ experience is always positive. Offering a complete delivery and assembly service in the same day is the ultimate positive customer brand experience.
True to our promise, our assembly service is designed to complement the client’s unique brand experience and category needs. Currently ANC provides this integrated last mile service to:
- Williams Sonoma
- Barbeques Galore
- JB Hi-Fi
- The Good Guys
- Early Settler
- Assessing and reporting that the assembly site is safe or protected (Delivery Site Safety Risk Assessment)
- Delivery into location of choice
- Connection to gas bottle (new, full gas bottles as part of delivery/assembly only)
- Testing and customer demonstration
- Removal and disposal of rubbish.
Assembly success requires:
- Dedicated fleet specifically trained and equipped
- Two-part series of training
- Delivery teams equipped with all the correct assembly tools and equipment
- Assembly teams having access to an ‘assembly hotline’ for on the job assistance
- Weekly review on performance, feedback and continuous improvement training
- Ongoing retraining based on new products development.
What do our customers have to say?
“Clone those installers! They went over and above… I don’t need any more appliances but I feel like buying something just to experience that level of customer service again! #rarity old fashioned professionalism. Thank you.”
Miele Customer SA
“I just wanted to place on record my appreciation for the wonderful delivery and installation service that was provided by your Miele delivery and installation team (Jebran and his offsider). Nothing was too much trouble for Jebran when it came to the installation of my new Miele dishwasher and the removal of my 15-year old machine. First class job!”
Miele Customer NSW
“The two people who delivered and installed the dishwasher were courteous, careful and efficient. They are great ambassadors for your business.”
Miele Customer QLD
“Very polite staff, installed everything and took all the rubbish away.”
Williams Sonoma Customer VIC
“Great notification service. Quick and efficient delivery and assembly.”
Williams Sonoma Customer NSW
“Very friendly service and quick assembly.”
Williams Sonoma Customer SA
Read about our delivery and assembly success in our various case studies:
- Williams Sonoma
- Barbeques Galore
- JB Hi-Fi
Williams Sonoma Delivery and Assembly Excellence
1/16 Two ANC delivery professionals will deliver, assemble and remove packaging as part of our Complex Delivery Services.
2/16 Our delivery teams are skilfully trained to navigate the most difficult delivery environments - narrow doors, narrow halls, steep and narrow stairs, multiple floors.
3/16 Some deliveries simply cannot be done by one person, due to their dimensions and weight, let alone the customer.
4/16 ANC's delivery teams are trained on our clients specific products, with retraining with every new product cycle. This ensures they are highly skilled on the unique features of each product, and the assembly process is fast and effective.
5/16 Many assembly jobs require two persons.
6/16 Depending on the product, the customer will be required to provide adequate space to ensure a safe assembly. Our priority is to protect all people and the product.
7/16 As demonstrated here on a premium bed frame, two delivery professionals are required to ensure secure alignment of multiple connections.
8/16 Further demonstration of the need for two persons to complete a detailed assembly, with the care and professionalism required for a quality result.
9/16 ANC delivery professionals arrive with all the necessary tools and equipment to complete the delivery, and assembly.
10/16 Securing multiple screws can be completed with the assistance of the right tools, always supplied by the ANC delivery professionals.
11/16 As one of the team set the screws in place, the other ANC delivery professional secures them in place.
12/16 A premium bed frame can have over 100 screws to secure.
13/16 Manoeuvring and positioning a mattress requires two strong delivery professionals.
14/16 Part of the ANC Complex Delivery Service includes removal of rubbish, and comparable old products.
15/16 Removal of rubbish and old comparable product needs a commercial vehicle and the securing of all items prior to transport.
16/16 Delivery, assembly, rubbish removal, comparable old product removed - customer happy, job complete. Onto the next one.
Barbeques Galore – growing sales through integrate delivery and assembly services
In October 2019, ANC commenced same day delivery and assembly ex DC and store for Barbeques Galore, launching in VIC, followed by WA in November. This means that the Barbeques Galore customer can have their product purchased, delivered and assembled on the same day by a dedicated two-man team of ANC delivery professionals.
One barbeque assembly can involve over 40 pieces of intricate wings, burners and widgets, multiple details that must be carefully and sequentially constructed. The service includes a 30, 60, 90- or 120-minute install competitively priced. The final product can weigh up to 120 kilograms, so having the complexity of assembly completed by trained ANC experts is a powerful sales incentive in-store and online.
Previously the customer had the delivery one day, and was left waiting for the assembly to be scheduled and completed on another day by a different provider. This has significantly improved for the customer experience with the delivery and assembly service available Monday to Saturday, excluding public holidays
To ensure success, ANC and Barbeques Galore facilitated two sessions of instore training at two locations.
The delivery process is completed using an ANC truck with tail lift, product is then built on site and rubbish removed once the build is completed. As each delivery experience is different there has been some challenges such as site access. These are being effectively managed through clear communication between the customer and our team.
Barbeques Galore WA Regional Manager recognised the “massive effort from both Barbeques Galore and ANC to put this together”… and the importance of “high enthusiasm and consistent, clear communication“.
There are upsides for everyone:
- improved customer service from purchase through delivery, assembly and rubbish removal, and one source of communication through ANC
- increased sales on delivery and assembly, and an uplift in delivery only, a win win for ANC and Barbeques Galore
- increased earnings for our drivers as they deliver and assemble, and leave a very happy customer ready to barbeque!
Since launching, assembly numbers have surpassed forecast and continue to grow.
ANC and Barbeques Galore have created, in partnership, a helpful guide to offer the customer at point of sale, covering frequently asked questions, how to prepare for your delivery, what to expect from your delivery team and the value-add services of assembly and removal of old products.
ANC now offers this integrated same day delivery and assembly in VIC, WA, NSW, ACT, QLD and SA.
And what do our clients say?
“For the first time in many, many years we could not fault our assembly and delivery provider. From start to finish the process is simple and the end result is a positive one for our staff and customers. The portal is very easy to navigate through when booking the job. Delivery drivers are friendly and patient when picking stock up at store level. In regards to assemblies, I have been very impressed with their attitude and care for building it correctly.”
WA Regional Manager, Barbeques Galore
For clients such as Miele, The Good Guys and JB Hi-Fi, ANC provides:
- Delivery, assembly, installation of washing machines and clothes dryers, including full integrated dishwasher installations, removal of old comparable product and removal of rubbish.
- Demonstration of product for customer and running of test cycles on machines before completion of the job.