Customer self-service module 'will dramatically reduce customer out failed deliveries'

Consumers are being empowered to take command of delivery of their goods from smart phones, tablets and PCs following the launch of a new self-service module from home delivery software specialist Axida.

It is a new feature of Axida's HDi software and is reported to significantly improve service by putting the consumer in control. It is also said to be able to reduce costs through decreasing the instance of 'customer out' failed deliveries and minimising the need for call centre staff to contact customers to arrange delivery.

The self service module is designed to allow customers to book a delivery date at their convenience from a choice of the most logistically efficient dates available.

The solution is particularly useful to retailers that cannot give customers a delivery date when the product is purchased. Once the availability is known, the consumer is sent an email and/or SMS text message and is prompted to follow a link to the self service module. The consumer is then offered a delivery date/dates to book and is sent confirmation of the date selected. The consumer can return to the portal to change the date if it becomes no longer convenient and the software also has the ability, nearer to the chosen delivery date, to inform the customer of a narrower time slot.

Wayne Holgate, director at Axida, said that enabling the consumer to take control was key to reducing the rates of failed deliveries.

"Our new self service module offers distinct advantages because it allows the consumer to choose and control the date at their leisure, as opposed to being 'forced' into a quick decision by call centre staff, or worse, being left not knowing when their order will be delivered."

The self service module is ideal for large items that require the customer to be at home to accept delivery, but also for retailers distributing smaller parcels that want to differentiate their businesses by offering a superior service.

Axida's HDi is home delivery software used by companies such as Wickes, Laura Ashley, IKEA, Hobbycraft, Shire GB, CEVA Logistics and Wincanton. It manages the complex delivery process from end to end, reducing costs and improving customer service. The self service module is the latest feature of HDi and reflects Axida's goal of continual innovation to allow retailers to introduce greater efficiency and become more competitive.