Arthur David gets customer service boost from route-planning solution

Since implementing the TomTom telematics integrated software, Arthur David has introduced a ‘one-call’ customer care policy. The software gives frontline staff direct access to real time cloud-based delivery information, allowing them to advise and inform customers at first contact. The route planning solution also supports the company’s ‘leave it with us’ motto, helping to resolve delivery issues on the same day – critical in the busy run up to Christmas.

Arthur David has seen a dramatic reduction in the time and resources taken to deal with customer queries. Before Maxoptra, and in the case of a vehicle leaving late or falling behind schedule, the company could receive hundreds of calls in a matter of hours. Each customer call required a call to the transport team, potentially a call to the driver, often resulting in multiple calls per issue.

“While the improvements for our drivers, transport planners and customer care staff have had a massive impact on our business, the best results have been [seen] by our customers,” added Daren Hill, operations director at Arthur David, “And, as we all know, if you keep your customers happy, your business will go from strength to strength.”