Delivering a Better Customer Experience

How delivery implementation improved the entire customer experience

Success indicators

Increased visibility

over the customer journey for customer service representatives

Optimized scheduling

for trucks, drivers, and assemblers

Reduction of incomplete deliveries

Project Intel

Scope:Improved field service productivity
Focus:Smart Scheduling
End Customer:Domestic
Industry:Retail
Solution:Logistics and service solutions
Customization:Inventory oversight system

About IKEA

IKEA is a global brand that offers well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA retail business is operated through a franchise system with franchisees that are authorized to market and sell the IKEA product range within specified geographical territories.

Reasons for Approaching Asperii

IKEA has five retail locations across Israel. Each location was utilizing external contractors for deliveries, but item assembly was handled by internal IKEA employees. Due to the fact that delivery was managed externally, IKEA had no visibility over the delivery process, and struggled to answer customer service inquiries regarding deliveries. IKEA decided to move their delivery service in-house, and selected Asperii to help them integrate the delivery service into their existing business model, as well as streamlining and optimizing the entire process.

The Need

  • Visibility for delivery service
  • Customer scheduling of delivery and assembly at point-of-sale
  • Schedule management for trucks, drivers, and assemblers
  • Optimized delivery & assembly routing

What We Did for IKEA

The solution implemented for IKEA was separated into two distinct functional categories: Logistics and Service.

The logistics solution was designed to ensure a smooth internal process and total visibility from purchase to delivery and assembly. We first implemented customized logic for the scheduling module to optimize IKEA’s new delivery and assembly scheduling management system.

Next, since many IKEA products have multiple boxes of assembly materials, we also developed a customized mobile extension that allows drivers to scan every box as it is loaded into the truck and indicate if a box is missing before the truck leaves the warehouse. This addition to the mobile functionality ensures that purchases always arrive at the delivery location without anything missing, thereby improving customer satisfaction.

The Service solution implemented was designed to enable customers to set up their own scheduling for delivery and assembly at the point-of-sale. We developed a customized front-end user interface that ensured that customers are only presented with delivery and assembly options that have no scheduling conflict as they go through the purchasing process. We also implemented customized communications to automatically send the customer real-time updates via SMS messages regarding any progress or delays for their delivery.

Customization Spotlight

In order to ensure optimal service to customers, IKEA wanted to ensure that deliveries arrived in-full and on-time. In order to facilitate this, we developed and tailored a customized logic module for inventory oversight system. This system would have a record of every delivery the driver would need to make, along with every box the driver would need to fulfill the purchase delivery. We developed a custom mobile extension to enable the driver to scan every box, for every delivery that was scheduled on the route. This custom functionality makes it impossible for a driver to leave a warehouse without every box needed for each delivery, which improves customer satisfaction and provides much-needed inventory oversight, should any delivery arrive incomplete.

How IKEA Works After Asperii

  • Call center representatives have complete visibility throughout the delivery process and can respond to any inquiries they receive.
  • Trucks, Drivers, and assemblers are tasked through advanced scheduling to ensure no delays in delivery.
  • Customers can select a delivery and assembly window at the point-of-sale.