From electronics to groceries, consumers expect a seamless home delivery experience, regardless of what they’ve ordered. Vehicles are now firmly on the list too. Fleet operators need an online-based vehicle movement solution to turn an analogue experience digital for the Amazon generation.
It has never been truer that catastrophes accelerate change. The lockdowns imposed to manage the Covid-19 pandemic have turned the shift online from a steady stream into a torrent. Logistics has, as a result, shot up the list of priorities for retailers of all forms to create a first-rate customer experience when purchasing through their online channels.
Moreover, the online used-car retailing boom – driven by Cazoo, Cinch and Carzam – has further normalised transacting online for vehicles and the expectation of home delivery as standard.
That being said, the need to deliver vehicles is not new. Anyone with a company car will have experienced a delivery at the start of the lease. What’s new is the nature of customer expectations when receiving a delivery.
What does this mean for fleet operators? How do you ensure that the Amazon generation is satisfied with the delivery experience you provide? Here are the top three things to consider: Choice, transparency and feedback.
#1 Choice: Allow your customer to manage delivery timings
Save your team going back and forth between the end customer, the logistics company and other brokers in the chain. Your logistics provider should be able to provide a live booking system to reduce effort and create a better user experience where the user picks a time and date that is convenient for them.
#2 Transparency: Make the whole process visible from any device
To a generation that can track a parcel delivery, being able to track their vehicle delivery live on their phone seems like a given. Live text ETAs for each customer, plus an online portal to oversee all deliveries live for operators, is a must in 2021.
#3 Feedback: Make sure you know how your customers feel
Make sure your customers are given the opportunity to express their satisfaction, or otherwise, with their delivery experience. Collecting this data in real time digitally allows for operators to get ahead of issues and understand how to improve user experience.
If you would like to discuss how you can turn your vehicle movement operations digital with Engineius, please get in touch with us at sales@engineius.co.uk or visit engineius.co.uk.
