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Success Story is a Sourcing Journal feature highlighting innovative solutions across all areas of the supply chain.
Like many retailers throughout the 2020 holiday season, bedding and home essential retailer Brooklinen saw its online delivery capabilities pushed to the limit amid an unprecedented surge of seasonal orders. But while the retailer’s customer care team typically would have felt overwhelmed in such circumstances, solutions from delivery experience management platform provider Convey helped Brooklinen cut response times when it needed it most.
During the holiday season, Brooklinen’s customer care team reduced the time to resolve an inquiry from an average 48-to-72-hour range to a much more expedient three to four hours. Using bulk alerts, the retailer grouped customers at risk of delivery delays and sent a templated message all in one fell swoop, rather than individually.
Between Thanksgiving and Christmas 2020, Brooklinen sent more than 1,300 bulk alert messages to proactively notify customers about shipment issues, substantially reducing manual processing time.
“There are three or four main exceptions that many of our customers are experiencing more frequently,” said Lindsay Keys, senior manager of logistics at Brooklinen. “Whether that be a weather delay, an incorrect address or a pickup that is only available at a specific access point, they’re creating friction within...