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Online retailer UK Flooring Direct had a growing reputation for combining high quality products with great value prices.
The aim was to develop an unrivalled customer experience that could support their continued growth and help the business break away from the competition.
We created an entirely new approach – one that was designed to increase capacity, flexibility and service quality, all at the same time. An innovative supply chain solution to fit their ambition, improve customer service and set the business up for the future.
As specialists in direct-to-consumer quality flooring, UK Flooring Direct had started out with a competitive edge. When they came to us, they wated to find a new way to leap ahead of their competition. The aim was to increase capacity in order to keep up with demand, while improving their customer experience.
They needed an unconventional, innovative approach to deliver an improved and scalable service.
There was no blueprint. No track-record. No benchmarks. Over-the-threshold delivery didn’t exist in their sector.
We were ready for the challenge; prepared to invest the time, creative thinking and determination needed to develop an entirely new proposition.
We became an extension of the team at UK Flooring Direct, listening and learning about their business and developing ideas to solve their challenges through a new supply chain model. Together we took the idea through to proof of concept and rolled it out to become a seamless nationwide service.
Customers now get an enhanced service, starting with a phone call ahead of delivery. Then, instead of receiving a 300kg pallet dropped on the curb, their flooring is delivered over-the-threshold in 20kg packs. All done in a secure, Covid-safe way.
UK Flooring Direct are now reliably able to deliver exactly to demand. Our hub and spoke network and our agile contract provides this flexibility – without the hassle. With a consistent customer experience each and every time.
This new service launched in March 2020, just as the coronavirus pandemic began sweeping across the UK. A better delivery service suddenly became even more of an advantage than a few weeks before, as the option for a customer to select and collect their new flooring themselves was suddenly removed.
As a result, orders from UK Flooring Direct doubled overnight, and because they were equipped with the right supply chain, deliveries could increase with demand at a difficult time.
Launching under unexpected circumstances pushed the approach to the extreme, but with robust testing and proof of concept, we were able to rise to the challenge. Ultimately the new capacity allowed the business to expand at the desired rate. Since the initial surge, these levels have remained high. Awareness of the high-quality customer service continues to spread, and as a result, demand keeps rising month on month.
For the end customer, this solution offers a better final mile delivery than anyone else in the market. There were a number of components to the improved service, which delivered many benefits. Increasing communication between driver and customer has reduced wait time. Over-the-threshold delivery has removed any involvement or hassle for the consumer. Reducing the weight of the load has minimised damage to the product, and therefore reduced the number of returns, complaints and redeliveries. As a result, customer ratings on Trustpilot for UK Flooring Direct have improved dramatically – jumping from 4.2 to 4.7 in a matter of months.
CEO UK FLOORING DIRECT