A prominent F500 retailer recognized a pressing issue: their manual delivery scheduling system was outdated and inefficient. Customers had to rely on external call centers to set up multiple appointments for furniture pickups and replacement deliveries. This process led to prolonged appointment durations, unclear WIMO (where is my order) updates, and poor customer experiences. On a daily basis, the retailer was inundated with over 10,000 support calls, highlighting a significant operational challenge.

Identifying the need for change, Nisum stepped in. We designed and implemented a custom self-scheduling platform, providing customers with a user-friendly interface to easily manage furniture pickup and delivery appointments. Our innovative solution enabled customers to consolidate return pickups with new deliveries, simplifying the process. With the added convenience of instant email and SMS confirmations, the new platform streamlined the entire scheduling procedure, resulting in enhanced operational efficiency and improved customer satisfaction.

As a result, the client is expected to achieve:

Business Challenge

A prominent F500 retailer was contending with an antiquated manual delivery scheduling system. Customers were forced to rely on external call centers to coordinate multiple appointments for furniture pickup and for replacement deliveries. These prolonged appointments and inefficient WIMO (where is my order) updates caused poor customer experiences at scale. The client’s outdated system led to over 10,000+ support calls per day, resulting in: 

• Operational inefficiencies from continuous and extended customer interactions with the call centers
• Delays in appointment scheduling due to a manual call-and-wait system to speak with a customer representative
• Decreased customer satisfaction from an inefficient booking procedure, requiring separate appointments for both pickups and deliveries
• Extended and costly inventory storage as a result of appointment scheduling delays
• Elevated labor costs from the per-minute charges of the 10,000+ support calls to their call center

Solution

Nisum designed and built a custom self-scheduling platform, granting customers the autonomy to easily arrange furniture pickup and delivery appointments. This innovation also provided the option for customers to consolidate return pickups with new deliveries into one seamless appointment. The new platform instantaneously dispatched confirmations through email and SMS. This new scheduling solution was seamlessly scaled to encompass all hubs, effectively minimizing warehousing durations, resulting in:

• Enhanced operational and logistics efficiency by allowing customers to self-schedule deliveries reducing escalations
• Prompt appointment scheduling by eliminating the manual call-and-waiting system to speak with a representative
• Elevated customer satisfaction due to improved, automated, and consolidated scheduling process
• Shorter inventory storage durations as a result of a more streamlined self-scheduling process for deliveries
• Reduced labor costs by 404k annually due to fewer call center inquiries

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