Case Studies
| MetaPack and Boots |  |
Background
When Boots, UK health and beauty retailer set up their online store, they wanted to offer their customers choice, excellent service and the promise of a successful delivery. As a result the company appointed MetaPack to implement a delivery management system that promoted best practice and made sure Boots had the necessary capabilities to exceed customer expectations from the start.
The Challenge
Boots wanted to offer a large range of products online that differed in size and weight and could be delivered to various geographic locations on specified dates. The complexities of these changing needs meant several home delivery services were required but the company found that no individual carrier could provide such diversity.
Boots recognised that it would need to work with four carriers to provide these options but they also understood the challenges involved in operating a multi-carrier environment. As a result Boots decided they needed new technology to streamline processes.
The Solution
MetaPack created an industry first: an online menu that offers the customer a range of delivery options that dynamically change with each customers order. Behind this menu MetaPack’s DMS (Delivery Management System) provides one point of integration that can communicate electronically with four express and parcel carriers. The system follows a pre-defined set of rules that allows each parcel or consignment to be allocated to the appropriate carrier, based on the customer’s choice of delivery time, postcode and the parcels size, weight and dimensions.
DMS also enables Boots to offer real time information to their customers about the status of their order by tracking every parcel through to delivery. Such visibility has given Boots the opportunity to accurately measure “on time delivery success” and carrier performance.
The Result
In less than 3 months Boots were able introduce a new range of delivery options on their web front end by using DMS to implement a multi carrier solution and contact centre tracking.
For the last 3 years Boots have led “Delivery Excellence” surveys as a result of providing a range of delivery options from which customers can choose as well as communicating clearly details of when the goods will be delivered.
The solution offered by MetaPack has helped to increase browser conversion rates by offering a service that is convenient and relevant to the needs of online customers. It has also increased customer loyalty and retention by producing high quality, successful first time delivery.
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