It’s an unfortunate reality in last mile delivery: damage happens. As one retailer puts it, “There is no perfect furniture… We must inspect all products and then deluxe if necessary in order to make sure the customer is satisfied. Anything else causes customer service issues—which cost the store money.”
And damage often results in consumer returns: Shopify reports that up to 50% of expensive items like furniture are returned after being purchased online. A survey conducted by Furniture Today Strategic Insights in partnership with FIDELITONE shows that damage to products during delivery is a persistent pain point, resulting in costly repair and return processes. Damage while delivering can cost your company, eat away at your valuable time, and compromise your customers’ brand loyalty.
When a consumer isn’t satisfied with a product, the last mile delivery team has to return the damaged item to the warehouse, order a replacement product, and redeliver the new product. And all that time and expense adds up and comes out of your bottom line. With FIDELITONE’s in-home repair services, your company can save time, keep costs low, and keep your customers happy.
Save Time and Money with In-Home Repair
By the time the last mile delivery team repacks a damaged item, loads it back onto the delivery truck, returns it to the warehouse, and reorders the product, you’ve lost hours. Then, the process must be reversed when the new item arrives at the warehouse: loading for last mile delivery, delivering, and unboxing at the customer’s home.
Customers are often waiting for their replacement items for weeks. With in-home repair, instead, in-home furniture repair technicians visit a customer’s home within 10 days.
Each step of the return process costs. As a retailer, you’re paying to replace the damaged product, paying for the transportation to ship the product back to the warehouse and ship the new product out, and often paying for the new delivery expense, as well.
However, it costs significantly less to repair furniture than to replace it. With in-home repair, you only have to pay the technician expense.
Satisfy Last Mile Delivery Customers with In-Home Repair
The global supply chain backlog means your customers are already waiting longer for their items than normal. If a product they ordered is damaged and must be replaced, they’re going to wait even longer. However, repairing items in the home takes one-third of the time it would take to replace.
And, customers get to keep the product in their home and use it while they wait only days for a furniture technician to make minor, cosmetic repairs within their own home. The ability to use their new product while they wait helps keep your customers happy and loyal to your brand.
Simplify with In-Home Repair
In-home repair services clearly save retailers time and money; but do you have the overhead and resources to manage a repair department?
A last mile delivery partner like FIDELITONE manages in-home repair services for you. Instead of having to hire, manage, and train furniture technicians and support staff, consider a partner like FIDELITONE who manages a fully staffed team of dedicated in-home repair technicians and will coordinate repair services with the customer as part of the last mile service.
To reduce returns and costs on your last mile deliveries, consider FIDELITONE as your furniture delivery partner with in-home repair capabilities. Contact us to customize a solution!