Using the Microlise Journey Management solution, the retailer will be provided with live visibility of vehicles and ETAs, enabling the firm to maximise its on-time performance and proactively keep customers informed of any delays to their deliveries.
In addition, contact centre representatives will gain access to precision live delivery information letting them accurately respond to queries from customers.
Argos is also deploying Microlise’s Fleet Performance, which will monitor driver performance through an A to G rating system. Using an app on their smartphone drivers will be notified of their performance against benchmarks on a whole range of criteria including idling, acceleration, braking, cornering, cruise control usage and speed.
As a result, Argos will be able to offer targeted driver training to increase both driver safety and overall fuel efficiency.
“Delivering a positive customer experience is an absolute priority for us and customers tell us that being on-time or informing them of any change is really important,” said Laurence Garnett, head of home delivery at Argos.
“We are constantly looking to new and innovative tools to help us improve our customer experience. Microlise will be a very powerful solution to help us further improve our high standards for on-time delivery as well as keep customers up to date with the very latest delivery information.”
