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Leading digital retailer Argos is implementing a new transport management solution from Microlise.

The tool gives their transport teams live visibility of vehicles and expected estimated times of arrival so they can take action to maximise their on-time performance, as well as proactively keeping customers informed of any delays to their deliveries.

In addition, contact centre representatives will gain access to precision live delivery information letting them accurately respond to queries from customers.

Argos, whose parent company Home Retail Group PLC was bought by Sainsbury’s in September 2017, is currently installing telematics hardware across the entire two-man UK home delivery fleet.

[quote float="left"] “We are constantly looking to new and innovative tools to help us improve our customer experience -Laurence Garnett, Head of Home Delivery at Argos

“Delivering a positive customer experience is an absolute priority for us and customers tell us that being on-time or informing them of any change is really important,” said Laurence Garnett, Head of Home Delivery at Argos.

 

“We are constantly looking to new and innovative tools to help us improve our customer experience. Microlise will be a very powerful solution to help us further improve our high standards for on-time delivery as well as keep customers up to date with the very latest delivery information.”

Fleet Performance enables driving performance to be monitored through an A to G rating system. Via an app on their smartphone drivers can monitor their performance against benchmarks on a whole range of criteria including idling, acceleration, braking, cornering, cruise control usage and speed.

This information enables driver trainers to target training where it will be most effective and will help Argos to be more fuel efficient.

“Argos is a brand that has thrived on the high street since 1973, not least by always staying ahead of competitors and delivering excellent service. It’s great to be working with the company as it implements incremental improvements to continue to perform at the vanguard of retailers in terms of cost control and customer experience,” added Nadeem Raza, Chief Executive Officer, Microlise.

 

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Cognito iQ, a leading provider of cloud-based management solutions for the mobile workforce, has been selected by Argos to power the delivery intelligence for its Fast Track service, the first same day UK wide delivery service from a high street retailer. The Cognito iQ platform gives Argos the agility, flexibility and traceability to fulfil the same day service, which offers nationwide same-day home delivery, seven days a week, 364 days a year for a flat rate of £3.95.

Upon collection of delivery manifests, the Cognito iQ Mobile platform guides the drivers via their handsets enabling both customer home deliveries and delivery to other stores. With GPS integration, Argos drivers are guided through their delivery route, obtain electronic proof of delivery and receive real-time updates via messaging to inform them of any last minute changes.

From a customer perspective the service is fast, with four delivery windows throughout the day, and seamless with SMS updates informing them of accurate delivery times and any delays.

 

The information flow is real-time via the cloud and visible to Argos Call Centre via the Cognito iQ portal. With up to the minute information on deliveries, agents can provide customers with accurate information on where their parcels are, if they’ve been delivered, where the parcels have been left and who signed for them.

Andy Brown, Central Operations Director at Argos, said: “We are the only retailer able to offer same-day delivery nationwide and we’ve been delighted with the fantastic reception customers have given our new Fast Track services. Our selection of Cognito iQ to make Fast Track happen is a validation of the power of its platform and the faith we have in it to enable such a complex, mission critical service for our business.”

Cognito iQs cloud-based platform works across any mobile device and offers the flexibility Argos requires to  evolve and rapidly scale the service when required. It is currently used by 650 delivery drivers and offers the potential to increase this number significantly to support busier periods.

 

“Fulfilment is the next big retail battleground, but it’s incredibly difficult to bring to life new delivery services for multi-channel businesses with such a broad product range as Argos,” comments Laurent Othacéhé, CEO of Cognito iQ. “We’re delighted that Argos is taking full advantage of our unrivalled technology expertise, understanding of the market and consumer needs, and ability to deliver. We look forward to continue helping Argos unleash

 

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