Implementation of routing, mobile and telematics suite improves delivery fleet productivity and ability to sell value-added services for department store retailer
will at an upcoming industry event report on how it successfully applied omnichannel retail strategies to home delivery, helping it capture market share and profit.
JLP successfully deployed the Reservations and Route Planner systems from Descartes
to consolidate home deliveries for larger goods into one dynamic booking system early in 2012. As a result, the latest advanced delivery appointment scheduling has improved delivery fleet productivity and John Lewis' ability to sell value-added services to its customers as part of its omnichannel retailing initiative.
Enhancing customer delivery
Ahead of the event, Mark Robinson, John Lewis director of customer delivery operations, exclusively told RetailTechnology.co.uk
: “Descartes provides the John Lewis division with its reservations and vehicle routing software (route planner system), which gives John Lewis customers the opportunity to select a delivery slot to suit their needs for delivery of 'two-man' products, such as large electrical and furniture items.”
Descartes Reservations and Route Planner are part of the provider's routing, mobile and telematics suite, which allows John Lewis customers and employees to book delivery appointments in real-time on the website and at the point-of-sale (PoS). The suite models various service options, such as tighter time windows and installation and disposal services, so retailers can increase their delivery service offerings.
Omnichannel service proposition
Robinson said: “In addition, if a customer wants to select an enhanced service, for example a connection or installation, then these services can also be booked at the same time. This capability is available throughout our selling branches, contact centres and johnlewis.com.”
Unlike batch optimisation systems, the incremental dynamic optimisation used by the Descartes suite allows John Lewis to place orders on schedules in real-time, helping to ensure delivery routes are realistic, efficient and productive. The system’s web-based architecture allows high-speed automated booking, even in the peak holiday season and enables centralised UK route planning.
“The relationship with Descartes supports our omnichannel customer delivery proposition, while helping our carbon reduction activity by minimising the number of miles our customer delivery team travel every year,” Robinson concluded.