Often the "Delivery Guy"is the ONLY person the customer will physically engage with
The Customer Experience (CX) challenge of the retail industry
Retail is a high stakes industry. It’s constantly evolving and at the mercy of the type experience it can deliver to its customer base. Traditional retailers have opted for omnichannel sales models and now allow customers to either buy instore or online.
The importance of the Last Mile Delivery Process
However there is one piece to the supply chain that has not changed dramatically, that is delivering the goods (and services) to the customer’s final location. Retailers often rely on 3rd party contractors to deliver these items to the customer and face the following challenges in this last mile delivery (LMD):
The tangible benefits a positive LMD experience
It’s important to get the delivery process right because it has a direct impact in retaining the customer’s trust and is most likely to generate repeat sales. The following are the benefits a of a sound LMD process as reported by Cap Gemini
A solution worth knowing about
The Connected Car Company has teamed with a leading digital LMD provider that can help retailers still maintain a high degree of control in the outsourced LMD process, while providing a clear and transparent view of each delivery to the customer. It also allows the customer to provide instant feedback on their experience and communicate directly with the service provider or retailer. This application is suitable for any company providing a service or product to the last mile. To know more, please go here
The Show Must Go On
Despite this, Dealers need to find ways to maintain sales and grow their fixed operations business. Customer satisfaction and getting vehicles back in to the dealer ecosystem is critical in attaining these goals.
The Opportunity - Fleet Sales and Connectivity
Vehicles manufactured will soon be embedded with connectivity. Till then, dealerships can benefit by providing aftermarket connectivity. Especially for fleet customers, as they often fit vehicles with aftermarket telematics solutions upon taking possession of vehicles.
A connected vehicle will help dealerships improve customer satisfaction and retention. All planned and unplanned maintenance can be completed in a timely manner. At the same time, enabling customers to reduce fleet TCO.
Customers also have mixed fleets which can be included in to a dealership’s service ecosystem. it’s a great opportunity to convert these mixed fleets in to the OEM brand represented by the dealership. It gives dealerships more control over what types of used vehicles to bring in to their used vehicle business
Summary - MaaS is Coming, you are in the Box Seat
Shared mobility and Mobility as a service, are all coming. and will further disrupt dealerships. For now, start the journey to future proof your business. While generating new streams of revenue. After all, fleet customers are willing to pay for connectivity and dealerships are in an enviable position as they have solid relationships with customers already. Most have been servicing a customer for umpteen years - and this is a core competency that even the OEM's would envy.