How Teak & Mahogany Solved its Logistics Problems with Detrack
Find out how Detrack solved Teak & Mahogany’s logistics issues and put them ahead of the competition in terms of customer service.
Teak & Mahogany is an exclusive outdoor furniture and accessories retailer based in Singapore. They wanted a solution that would ensure all delivery issues that might occur to be relayed back to the customer service or sales team. None of the solutions they found fit their criteria, that was, until they landed on Detrack. Detrack has allowed them to deal with any customer issues in real-time, significantly improving their customer service and reducing customer complaints on arrival time to almost zero.
Detrack has solved our problems very efficiently and put us ahead of our competition in terms of customer service. Simply put – it has done everything we wanted it to do and more. At such an affordable price, it is a must-have for all businesses that deal with deliveries.
Philip Jensen, Export and Marketing Manager at Teak & Mahogany, knew something had to change when a spate of angry customers started raising issues around their deliveries. Internally, tracking deliveries became very inefficient as the team had to call and ask about the status and ETA of each delivery.
Jensen wanted to be able to track deliveries wherever he was in real-time. He wanted to be able to search past dated deliveries quickly instead of rummaging through thousands of signed paper delivery orders. Teak & Mahogany needed highly efficient, trackable deliveries that would allow for easy reference for customer support issues.
Nothing on the market Jensen found was affordable and fully compatible with Teak & Mahogany’s needs. Solutions would cost upwards of S$10,000+ and would also have to be custom-built or integrated into the existing system. User interfaces were complicated and to top it all off, required an annual renewal fee.
Tracking deliveries became very inefficient as the team had to call and ask about the status and ETA of each delivery.
Solution and Implementation
Teak & Mahogany took advantage of Detrack’s first driver free offer and ran a few tests to check its functionality and compatibility with their business. Within an hour they had bought and installed Detrack.
Teak & Mahogany can now cater for more deliveries in a day and maximize the full use of their resources. From capturing arrival time to when the POD is sent, they are able to calculate and project the time needed for different scales and types of delivery. Use of delivery trucks are optimized with an accurate gauge of time needed for each job.
A Paperless Solution
Detrack’s paperless system meant Teak & Mahogany was able to cut down on 70% of paper used to print paper delivery orders and invoices. This cut costs as they were able to save on ink cartridges needed for printing. Storage needs were reduced for archived paper delivery orders, and most importantly, the nightmare of having to retrieve any paper delivery orders was over.
A+ Customer Service
Teak & Mahogany is now able to not only track deliveries in real-time, but also deal with any customer issues that may arise live as it happens. Emails are sent from the Detrack system to their support staff seconds after a customer signs for a delivery. The support staff can then review every delivery order and deal with any issues within the hour and not days.
The business is also able to answer on the spot when customers call to enquire about delivery statuses. Using the Detrack platform to its fullest, Teak & Mahogany can make use of Detrack’s automated delivery completion emails (with full details of the delivery and photos) to customers. Finally, they are now able to consider live tracking to allow customers greater flexibility to when they should be home to receive a delivery.
As Jensen noted, the improvements in customer communication have been nothing short of phenomenal. After implementing Detrack, the number of customers’ complaints on arrival time have reduced to almost zero. Their service left customers impressed and put Teak & Mahogany ahead of their competition.
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Eliminate Paperwork with E-POD
Capture signatures easily by signing on glass. Save time, prevent disputes, and reduce your company’s carbon footprint with real-time E-POD. Crush paper delivery orders with an automated E-POD from the moment a job is completed.
Send Real-Time Customer Notifications
Keep your customers in the loop with real-time notifications sent via email or SMS. Automatically let them know when their package is pre-delivery, en route, or has arrived (and more). You’ll give better customer service and reduce those endless enquiries.
Impress Customers with Tap To Track
Delight customers while reducing support calls and missed deliveries with live Uber-style delivery tracking. Customers will be able to see visuals of the driver icon moving live on the map with an ETA starting from when the driver starts their journey, keeping them informed of the whole process.
Bring your Brand to Life with Customizable E-PODs
Differentiate your brand and make it your own by customizing your E-POD. Customers will see your company logo in the E-POD PDF file that is automatically sent to them once a delivery is completed. Increase brand exposure when customers sign for their deliveries.
Gain Valuable Insights with Customer Feedback
Record customer feedback easily upon collection or delivery. Collect valuable feedback and know just how your customers feel about your product and service. These will be submitted together with the captured POD back to the Detrack dashboard in real time.
Stay in Control With Admin Visibility
Get notified whenever there are failed or partially completed deliveries with live updates on the admin color-coded dashboard screen, making it easy to monitor the statuses for the day’s deliveries. Stay on top of every job and resolve delivery issues swiftly before they turn into major problems.
Keep Everyone Safe With Contactless Delivery
Leaving safety to chance is never an option. Easily implement Contactless Delivery workflows so both your drivers and customers stay reassured and safe. With Detrack, you can capture important proof of delivery while maintaining social distancing.
Route Planning Made Fast with ElasticRoute
Made using proprietary heuristic algorithms, ElasticRoute is a highly efficient route planning engine capable of producing natural cluster-based routes at record speed according to any complex rules you may have. Enjoy optimized routes ready with the touch of a button.
Experience the full benefits of Detrack’s live delivery tracking and electronic proof of deliveries (E-PODs) solution today. Your first driver is FREE – forever. Sign up for a free account or speak with our sales team to get tracking in no time.