The Swatch Group Ltd. is the number one manufacturer of finished watches in the world. It is also active in the manufacture of jewellery, watch movements and components. It produces nearly all the components needed to manufacture the watches sold under its 14 brands and the multi-brand Tourbillon retail label, as well as the entire Swiss watchmaking industry.
Each month, Swatch despatches up to 7,000 watches from its service and repair centres in Southampton, Oldham and London. The watches, which could be worth anything from £20 to around £5,000 each, are sent to retailers and private customers across the UK. Swatch, which had been using Royal Mail, wanted a delivery service that offered a high level of tracking and monitoring to help it reduce the number of missing items and thereby enhance customer service.
Swatch chose DX Secure – a unique service that combines flexibility with high levels of security, accountability and customer service.
The service has two next-day delivery options - pre-9am and pre-1pm and will accept changes to delivery addresses for next day delivery. It also offers variable levels of insurance tailored to the number of items in transit.
A signature is captured from the recipient at the point of delivery and a 100 per cent audit trail is provided, where required. The client receives real-time management information and can track the progress of their delivery online.
The competitively priced DX Secure service also offers high levels of account management support, which is essential for a company like Swatch, which despatches thousands of products every month and needs to monitor progress on a daily basis to ensure it provides the best possible service to its customers.
Christopher Olden, Reception & Diagnostics Supervisor, The Swatch Group (UK) Ltd
“We have seen a dramatic reduction in the number of missing items since we started using DX Secure in 2007 – a success that we attribute to its comprehensive monitoring, reporting and account management systems.
“In addition to being able to track progress via our online portal, we receive detailed daily update reports which show us which items have been delivered and highlight any problems. Our account manager is easily contactable and any issues are dealt with very quickly enabling us to answer customer queries about undelivered items within 24 hours.
“In short, DX offers a highly responsive, accountable delivery service, which has given us peace of mind, reduced our product delivery losses and enabled us to enhance our levels of customer service.”
To find out more about how DX can manage multiple time critical deliveries for your business, call us on 0844 826 1178