Williams-Sonoma

TRANSPORT & DELIVERY CHALLENGE

• Williams Sonoma recognised the incumbent provider offered a ‘traditional’ transport service.
• WSI was wanting a transport partner to deliver a consistent and coherent customer experience paralleled with the in-store and online brand experience.
• WSI needed a delivery partner experienced in customisation to WSI specific brand needs.

STRATEGIC SOLUTIONS

CONSULTATIVE and STRATEGIC

• ANC designed a bespoke offering through ANC’s ability to develop a transport solution unique to WSI’s specific customer promise.
• Customer focused not transport controlled, ensuring the premium in-store customer experience carries through to the last mile delivery.
• Customised service offering based on current needs with flexibility for modification driven by WSI growth.
• Data driven insights and shared customer respect led to process improvements including quality tracking of NPS outcomes, ability to expand the ‘deluxe assembly’ service across a larger geographic footprint and provide a more consistent deluxe standard nationally due to detailed training across the fleet.
• Proactive initiatives improved systems throughout the delivery cycle.
• Extended offering with two-man delivery PLUS assembly has significantly simplified and elevated the last mile experience.
• Extended geographic area enabling William Sonoma to reach more clients and transact more sales.
• Regular Quarterly Business Reviews (QBRs) feature review of joint initiatives, shared focus, NPS and KPIs demonstrating outcomes and impacts, future priorities.

TRAINING and PERFORMANCE STANDARDS

• All ANC delivery professionals thoroughly inducted into WSI brand history, products, procedures, services and delivery expectation.
• Product specific, ongoing training throughout the year with in-store product familiarisation.
• ANC delivery professionals included in WSI “floor set” change overs.
• Unique, tailored, client specific driver profiling and training including Certification Level 3 ensuring outstanding DIFOT and NPS.

PERFORMANCE METRICS DRIVING CONTINUOUS IMPROVEMENTS

• Daily metrics contribute to weekly reports and monthly meetings, all driving towards continuous improvements.INTENSIVE CUSTOMER CONTACT and SERVICE
• ANC commit to a minimum of six points of contact with customer to ensure clear communication and manage expectations.
• Customer receives SMS or call with three hour delivery window from ANC the evening prior to delivery.
• Customer contacted one hour prior or on approach (minimum contact 30mins prior) to inform of estimated time of arrival (ETA).
• “Customer resolve comes first” is the baseline for solution and satisfaction guarantees.

SMART, SAFE and PROFESSIONAL

• Delivery professionals fully secured with safety and COR training and ongoing re-induction.
• ANC mandatories include fully uniformed two-person teams in clean, high quality vehicles.
• On road driver support network and infield training.

VALUE ADDING

• Customer vouchers given during promotional periods as directed by WSI.

CHOICE OF SERVICES

• Seven days a week delivery choice for customers
• Small furniture and larger homeware items are delivered into room of choice
• Deluxe Service includes furniture pre-assembled and repackaged for safe transit.
• Items carefully carried into the room of choice, unpacked, fully assembled and all packaging removed and responsibly recycled.
• Exceptional Service includes furniture items of exceptional weight and size as directed by the dedicated Customer Care Team based on Exceptional Delivery Criteria.

BENEFITS and OUTCOMES

• Elimination of damage and escalation issues, ultimately reducing significant cost of ‘make good’.
• Sales volumes have increased due to greater delivery coverage and extended zones.
• WSI and ANC branded toolkits for elevating the delivery team in-home assembly experience.
• WSI branded vehicles delivering a powerful brand message through the metro areas, directly to the front door experience.
• Flexibility to increase and/or decrease delivery fleet service days based on volume and customer demand.
• Uplan, an ANC tech innovation, gives the customer the ability to select delivery date online, giving full control and visibility of the delivery process to the customer.
• New invoice reconciliation and processing giving greater transparency.
• ANC and WSI continually revisit the rate structure to ensure driver teams, WSI and ANC are fairly remunerated, demonstrating shared values of honesty, care and respect.
• Shared learnings between WSI USA and ANC Australia, with ANC recognised as providing a “fantastic client and customer service”.
• Ongoing, systematic training projects for new product lines.
• Reduced lead times from customer order to customer delivery, improved by 2 to 4 days.
• Consistent account management since 2016.