The Birmingham-based company aims to deliver all types of footwear – including top brand names - to the customer’s home for less than they would pay on the high street. It also has two stores in Birmingham and employs about 70 people.
The Challenge
Cloggs.co.uk, which sends over 20,000 parcels to its customers across the UK each month, was forced to look for a new courier service after a series of problems with its deliveries. It needed to find a reliable, secure and cost-effective replacement that could provide clear proof of delivery and manage high levels of demand at Christmas.
The Solution
Cloggs.co.uk turned to DX - the UK & Ireland’s leading independent logistics network provider – which recommended
DX2Home – a unique, tracked courier service that enables companies to send low value items to customers with confidence that they will be delivered first time, wherever practical, with proof of receipt.
DX2Home is the UK’s only 100 per cent tracked service for low value items that includes photographs of the delivery address, and the safe place, such as a garden shed or coal bunker, in which the item has been left if the recipient or a neighbour could not sign for it.
In addition to the GPS co-ordinates recorded by the courier’s handheld device, the courier notes three identifying factors about the delivery address, such as the number on the door and the colour of the door. He also leaves a calling card explaining where the parcel has been left if a signature has not been obtained from the intended recipient.
Provided the DX customer requests the option, DX2Home is able to provide recipients with a choice of delivery options, which could include their workplace, or a neighbour’s address.
The Recommendation
“Before we started using DX, we found it difficult to track parcels and maintain our great customer service offering. Now, not only are our parcels fully tracked, we also have precise information on the place in which they were left. This makes it easy for us to check if a complaint about a missing parcel is genuine, and has reduced the number of complaints we receive.
“DX also goes the extra mile in terms of emailing confirmation to our customers about when a parcel is due to be delivered and after delivery has taken place. They even email confirmation that a calling card has been left – all of which cuts our workload by reducing the number of enquiries we receive from our customers”.
“We were very impressed by the way DX introduced the service and rolled it out.We had a number of senior representatives at our meetings and an implementation manager who was available day and night to ensure that any problems were quickly resolved.”
Melanie Cross, Operations Manager, Cloggs.co.uk