Nisa Retail, the specialist delivered wholesaler and convenience retail specialist, this week announced a 20% reduction in distribution related calls to its helpdesk just seven weeks after launching its new delivery app.
In March, Nisa launched the app to give its members real time progress updates on all of their deliveries, with the intention to help drive efficiencies in its helpdesk service.
At the time of launch, over 20% of calls logged with the helpdesk related to the estimated time of arrival for deliveries and the new app looked to reduce the number of calls of that nature.
According to a Nisa spokesman, in the first week alone the app achieved 1,000 hits and in the weeks that followed that had risen to almost 5,000 hits, marking a dramatic fall in the number of associated calls into the helpdesk, freeing staff to handle other enquiries and assist a greater number of retailers.
Lee Vickers, Nisa’s head of logistics, commented: “There are a lot of staffing costs associated with receiving deliveries into store and we wanted to give our members the best opportunity to manage those costs, while also increasing the efficiency and effectiveness of our helpdesk service. It has proved very successful on both counts with more retailers using the app week on week and the number of delivery related calls dropping significantly as a result.
“This development is indicative of the type of activity we’re committed to. Driving efficiencies which strengthen the long term future of Nisa, while providing our members with the tools they need to run their businesses more profitably.”
The app was launched as an additional service for Nisa retailers to give them real time progress updates on all of their deliveries, with the system updating every minute.
In addition to this, to cater for Nisa members with multiple stores, the app also allows retailers to see any exceptions on their deliveries, giving immediate visibility of any changes which may affect the delivery, such as road and traffic conditions.