JB Hi-Fi Case Study

TRANSPORT & DELIVERY CHALLENGES

CREATE THE ULTIMATE CUSTOMER EXPERIENCE

• JB Hi-Fi previously engaged with transport companies who were inexperienced with creating the ultimate customer experience. JB Hi-Fi wanted to offer more than just ‘delivery trucks turning up’ to the location.
• JB Hi-Fi’s goal was to work with a dedicated account management team who were visible, proactive and involved in JB Hi-Fi’s business.

STRATEGIC SOLUTIONS

COMMITMENT TO CUSTOMER

• ANC provides consistent, specialised drivers who are familiar with the products, their unique handling requirements (e.g. large format televisions) and the customer interface.
• Our drivers are trained and highly proficient in customer facing. They understand the customer needs and expectations, keep the customer informed, are pleasant and polite. ANC like to call our drivers ‘mobile customer service centres’ as they are required to trouble shoot, answer questions and solve problems for the customer.
• Our drivers are adaptable and flexible. They understand that all delivery locations are different, from luxury $30 million estates to modest family homes, and the customer experience does not differ.
• ANC are explicit with last mile logistics. We are committed to delivering a high-quality experience on the last mile of the delivery service including the into home assembly and installation.

BRANDED FLEET for CUSTOMER CONFIDENCE

• ANC contractor vehicles are recognisable by ANC branding and our drivers wear the ANC uniforms at all times, ensuring the customer can be confident in who they are letting into their home.

PRIORITISING SAFETY and CARE

• Safety is our first priority and we work with our clients to develop and uphold safety standards when conducting a delivery. We understand that JB Hi-Fi deliveries are complicated and conduct risk profiling for products with different safety needs.
• With two ‘at risk’ categories – the transportation of the goods and the handling of big and awkward bulky goods in an unknown setting, safety is paramount and requires the compliance and oversight of a delivery professional such as ANC.
• Mass and dimension are highly variable in the JB Hi-Fi product mix so our drivers and the vehicles must be able to accommodate this diversity, and carry the good safely. From a 910 litre refrigerator to an 85 inch high definition television, ANC has all bases covered.
• Safety is the first topic on the agenda when ANC meets with the client every Tuesday.

BENEFITS & OUTCOMES

CONSISTENT COMMUNICATION with DEDICATED ACCOUNT MANAGEMENT

• JB Hi-Fi communicate daily with our Account Management team. We hold weekly meetings to assess performance, safety standards and areas for improvement.
• JB Hi-Fi commend ANC on our easy to work with nature and our family mindset. We are committed to maintaining and ensuring our relationship with JB Hi-Fi is for the long term, as demonstrated in recent growth with ANC commencing in QLD May 2020.

POSITIVE KPIs

• Our drivers call JB Hi-Fi customers prior, on approach and deliver within the two-hour window. We continually meet and exceed expectations as demonstrated in KPIs that are measured and reported daily.
• ANC place a heavy focus on the NPS outcomes by continually up-skilling and motivating our dedicated support staff and drivers to provide an outstanding customer experience.

GREATER EMPHASIS ON SAFETY and CHAIN OF RESPONSIBILITY

• ANC’s drivers are highly trained from a thorough induction process to understand the safety risks involved in the transportation and handling of awkward bulky goods, as well as the hazards present on the diverse delivery site.

SCALIBILITY

• JB HI-FI are growing at 30-35% per annum and need the scalability that ANC can offer via our national network and variable fleet model.

COMMITMENT TO CUSTOMER

• ANC ensure ongoing training and support for delivery teams across the process, and as client products evolve.
• Dedicated account management who are visible, proactive, involved in our business.
• ANC’s Business Plan with the view to where ANC are heading “ANC are specifically focussed on customer last mile logistics”.
• Operationally, ANC are recognised to ‘execute well from a customer service stand point’.

DRIVER QUALITY – DELIVERY PROFESSIONALS

• JB Hi-Fi were looking for and value ANC delivery professionals for the fleet:
  • Consistency – the same drivers who are familiar with the products, handling, customer interface
  • Safety skills and ability – to safely handle items, protect themselves and others and property
  • Technical skill – setting up a diversity of sophisticated and valuable products in a variety of situations, homes, workplaces
  • Customer facing – understanding the customer, keeping the customer informed, pleasant and polite
  • Adaptable and flexible – 15 deliveries in a day and they will all be different, so the drivers have to adapt and be highly efficient, proficient and flexible.