For furniture and home goods brands, delivery is the part of the purchase customers physically touch, and one damaged piece can end the relationship. This luxury retailer was losing repeat business to unfriendly drivers, damage in transit, and missed store schedules, all on orders averaging more than 2,200 dollars. FIDELITONE rebuilt the delivery operation across six hubs to protect both the brand and the customer relationship.

What You Will Take Away:

• How cutting the delivery defect rate by more than 50 percent protected repeat business on high-value orders
• Why dropping first call scheduling from 48 hours to one hour reduced damage and delays
• How driver training on careful wrapping and in-home setup reversed negative customer reviews
• What furniture repair inside the hubs did to stop minor damage from becoming returns
• How the rollout scaled deliveries from 40 to 30,000 a year without losing consistency

Results in the First Six Months:

• Delivery defect rate dropped more than 50 percent across the first four markets
• Retailer expenses fell nearly 200,000 dollars
• Delivered dollar value came in 15 percent above plan

Download the case study to see how the retailer cut damages by half and saved nearly 200,000 dollars in six months.