Express Computer
Home  »  News  »  HomeTown partners with FarEye to deliver 50% faster turnaround time

HomeTown partners with FarEye to deliver 50% faster turnaround time

HomeTown improved delivery turnaround time by 50% and achieved a 60% reduction in customer calls due to proactive communication regarding orders and deliveries

0 249

HomeTown, one of the leading furniture and lifestyle retailers, part of the Future Group partnered with FarEye to orchestrate last-mile deliveries, achieve real-time visibility and enhance the customer experience. Recognized as India’s biggest store in homemaking, renovation, and decor, HomeTown improved delivery turnaround time by 50% and achieved a 60% reduction in customer calls due to proactive communication regarding orders and deliveries.

With people favoring to stay indoors, following social distancing measures and working from the comfort of home, shopping habits underwent rapid change. People increasingly invested in items such as fitness equipment, home entertainment, and furniture. HomeTown witnessed a gradual month-on-month increase in online purchases post-unlock. The brand’s “Home Office” section saw a 3x increase in demand.

Amidst surging orders and the need to drive seamless on-time fulfillment, HomeTown was facing challenges in ensuring safe and satisfactory deliveries. With regards to their multi-unit furniture delivery, highly efficient collaboration and interoperability between delivery and installation teams emerged as a key requirement.

Leveraging FarEye’s logistics orchestration platform, the leading retailer was able to streamline processes such as- assigning orders to delivery executives, tracking incomplete orders and return/ replacement requests, and scheduling appointments for installation while keeping the customers informed at every step. Managers now track the delivery status in real-time with ePod and service completion pictures.

Vaishali Thakkar, GM–Customer Service and Operations, HomeTown commented, “FarEye has helped us scale up our product delivery and post-sale processes with new distribution models and logistics partners smoothly, to ensure consistent customer experience. Being a highly customizable platform, it has been able to completely deliver as per our requirements. It has helped us in increasing the productivity of our field service engineers and technicians who are on the front lines of our business, and the face of the organization. “

Kushal Nahata, CEO and Co-founder FarEye said, “With regards to furniture and heavy equipment purchase, customer service goes beyond generating a delightful doorstep delivery experience. Providing customers with a comfortable at-home experience of furniture installation is critical too. HomeTown ensured that customers are able to get a pleasant experience amidst the pandemic while setting up home offices or getting upgrades. At the core of providing such holistic customer service is logistics. In the world of online buying, logistics is the only physical touchpoint that connects a customer with the brand. In this regard, we are delighted to partner with HomeTown and together drive exceptional levels of delivery efficiencies and drive delightful customer experiences.”

Get real time updates directly on you device, subscribe now.

Leave A Reply

Your email address will not be published.

LIVE Webinar

Digitize your HR practice with extensions to success factors

Join us for a virtual meeting on how organizations can use these extensions to not just provide a better experience to its’ employees, but also to significantly improve the efficiency of the HR processes
REGISTER NOW 
India's Leading e-Governance Summit is here!!! Attend and Know more.
Register Now!
close-image
Attend Webinar & Enhance Your Organisation's Digital Experience.
Register Now
close-image
Enable A Truly Seamless & Secure Workplace.
Register Now
close-image
Attend Inida's Largest BFSI Technology Conclave!
Register Now
close-image
Know how to protect your company in digital era.
Register Now
close-image
Protect Your Critical Assets From Well-Organized Hackers
Register Now
close-image
Find Solutions to Maintain Productivity
Register Now
close-image
Live Webinar : Improve customer experience with Voice Bots
Register Now
close-image
Live Event: Technology Day- Kerala, E- Governance Champions Awards
Register Now
close-image
Virtual Conference : Learn to Automate complex Business Processes
Register Now
close-image
Live Webinar : Know how to improve the response time to make zero day a normal day
Register Now
close-image