Advertisement feature from Engineius
From electronics to groceries, consumers expect a seamless home delivery experience, regardless of what they’ve ordered. Vehicles are now firmly on the list too. Engineius believes that fleet operators need an online-based vehicle movement solution to turn an analogue experience digital for the Amazon Generation.
The Covid-19 pandemic has only accelerated this shift, whereby consumers are using digital platforms to order online in greater numbers and frequency. Logistics has, as a result, shot up the list of priorities for retailers in all sectors to create a first-rate customer experience when purchasing through their online channels.
Moreover, online retailing companies such as by Cazoo, Cinch and Carzam continue to fill the airwaves, adding to consumer expectations of ordering online and having their vehicle home delivered as standard.
That being said, the need to deliver vehicles is not new. Anyone with a company car will have experienced a delivery at the start of the lease. What’s new is the nature of customer expectations when receiving a delivery.
What does this mean for fleet operators? How do you ensure that the Generation Amazon is satisfied with the delivery experience you provide? Here, Engineius suggests the top three things to consider: Choice, transparency and feedback.
Offering choice and allowing your customer to manage delivery timings is important. Save your team going back and forth between the end customer, the logistics company and other brokers in the chain. Your logistics provider should be able to provide a live booking system to reduce effort and create a better user experience where the user picks a time and date that is convenient for them.
Make sure to provide full transparency and make the whole process visible from any device. To a generation that can track a parcel delivery, being able to track their vehicle delivery live on their phone seems like a given. Live text ETAs for each customer, plus an online portal to oversee all deliveries live for operators, is a must in 2021.
Finally, ensure you know how your customers feel by seeking feedback. Make sure your customers are given the opportunity to express their satisfaction, or otherwise, with their delivery experience. Collecting this data in real time digitally allows for operators to get ahead of issues and understand how to improve user experience.