Castlery Case Study: Home delivery service
“ANC allow us the opportunity to delivery high quality interactions and customer service.”
ABOUT THE CLIENT
Castlery design and produce furniture of impeccable quality and aesthetics. Customers browse and purchase their premium furniture at Castlery’s online store with the customer experience completed by ANC’s delivery professionals.
Castlery engaged ANC in 2017 due to our specific expertise in furniture home delivery, dedicated account management and our culture of relentless improvement. Castlery value ANC’s commitment to delivering great results for the last mile of customer service through our drivers’ immaculate vehicles, personal presentation, professionalism and politeness. ANC understand the importance of upholding a quality home delivery service that encourages customers to re-engage with Castlery’s online retail model.
Our home delivery professionals achieve:
- Average deliveries (Sydney metro only): 2,080 per annum
- Delivery on Time and in Full: 94%1
- NPS: 672
- ANC recognised by the client for their strengths in professionalism from drivers, vehicle quality and account management
(1June 2018, 2 July 2018, 3 Independent interview by Brandswell May 2018)
LACK OF SPECIALISED FURNITURE DELIVERY SERVICE
- Castlery previously engaged with transport companies who were inexperienced with specialised furniture delivery and therefore lacking in the home delivery experience.
- Other delivery companies would present drivers who lacked professionalism and would deliver items in substandard vans.
QUALITY OF DELIVERY SERVICE NOT ALIGNED WITH CASTLERY PREMIUM PRODUCTS
- Castlery customers pay between $8000-$9000 for their premium products and expect a high-quality delivery service that was not being realised.
- With Castlery’s retail model being online, the delivery service is often the only customer facing interaction the brand will have. Therefore, the delivery service is critical in protecting the Castlery brand.
- “Scruffy guys in dirty vans” from the previous provider failed to align with the Castlery value proposition.
- Daily issues including damages and failed deliveries escalated through various departments that imposed significant strain on the business.
THE ANC TEAM SOLUTION
HOME DELIVERY SPECIALITY
- ANC’s specialty in metropolitan home delivery of bulky goods is specific to the online business model of Castlery, with ANC understanding the importance of a safe and seamless home delivery experience.
- Two-man teams specifically trained to maneuver and deliver large items into residential homes (apartments and houses).
- ANC drivers are recruited and trained to ensure absolute professionalism including being polite, courteous and helpful.
- ANC drivers present with immaculate trucks that are well maintained to support an exceptional home delivery service by a premium brand.
ACCOUNT MANAGEMENT LEADERSHIP
- ANC’s dedicated account management team communicate regularly with Castlery to resolve challenges or provide ongoing improvement.
- ANC measurements and metrics inform forecasting for the client, including fleet size and transport management.
- Transparent pricing avoids surprises and builds trust.
ASSEMBLY & INSTALLATION
- In addition to the home delivery service, ANC drivers provide basic assembly and installation services to ensure a complete customer service experience.
WEBSITE BOOKING & TRACKING
- ANCs proprietary online booking and tracking including live updates, which supports the clients rigorous monitoring and reporting to the business and customer.
- Castlery report that the system is easy to use with live updates valuable for customer communication.
SAEFTY LEADERSHIP MITIGATES RISK
- With large, bulky products, some in excess of 60kgs, the safety of the delivery team, customer and the product are paramount. ANC dedicated training and compliance provides security to the business and mitigates risk.
BENEFITS AND OUTCOMES
IMPROVED CUSTOMER SERVICE AND SATISFACTION
- Customer surveys confirm high satisfaction with NPS benchmarking confirming exceptional results and the client reporting “plenty of return customers”.
POTENTIAL FOR GROWTH
- ANC has helped Castlery grow and the client confirmed the partnership will extend as they grow interstate.
- ANC’s responsive website booking and system with live updates, allows Castlery to monitor and analyse the delivery process and informs continuous improvements.
WHAT OUR CLIENTS SAY
“Castlery is online so the only physical experience and dealing with Castlery is in fact with ANC. It’s important our products are handled well. This is very, very important. Professionalism is the thing I value most with ANC. People are spending a lot and they don’t want the last leg to be difficult.”
Senior Operations Manager, Castlery