over the customer journey for customer service representatives
for trucks, drivers, and assemblers
|Scope:||Improved field service productivity|
|Solution:||Logistics and service solutions|
|Customization:||Inventory oversight system|
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.
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 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.
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.