"With short delivery windows, fast and accurate dialog is essential."
The shift from in-store shopping to e-commerce with home delivery is obviously an upside for logistics operators. But ensuring competitiveness requires constant development and new thinking. Digitizing the last mile flow, i.e. the delivery from warehouse to end customer, is one way for Gordon Delivery to change and above all improve the service experience.
- We support the e-retailer throughout the entire journey, from receiving the order to the satisfied customer receiving their delivery," says Ali Ghoce, founder and CEO of Gordon Delivery.
Ali Ghoce founded Gordon Delivery with the aim of transforming the service experience in e-commerce. When the only physical interaction a consumer has with an online store is with the carrier, it's important to take responsibility for the end-customer experience.
- Therefore, to be competitive, it is important to build the business based on the needs of today's and tomorrow's consumers, says Ali.
At the crossroads of e-commerce, digitalization and logistics
Gordon Delivery works at the intersection of e-commerce, digitalization and logistics. They have three offerings, Delivery, which is the actual transport, the Last Mile platform to digitize the entire e-retailer's flow and Optimization, coordination and streamlining of logistics. Gordon's target group is the grocery trade and they only perform refrigerated transport from the e-retailers' stores and warehouses to the consumer.
Effective communication with customers and drivers
Gordon Delivery uses Generic for its digital customer communication. Customers receive detailed delivery information, can track a delivery in progress and also rate the whole experience. Generic's services are also used to effectively communicate with drivers, e.g. to make changes to the planned route at short notice.
- "We work with short delivery windows of about 15-45 minutes, which makes fast, accurate and efficient communication extra important," says Ali.
Fast and accessible service
Generic's solution for Gordon Delivery is the customer communication itself, sending SMS to the recipients.
- The reliability of the service, that it is always available and that we can be sure that the message reaches our customer quickly were two very important criteria in our evaluation of the supplier," says Ali.
A message that doesn't reach its destination means a high workload, costing customer services both time and money and leading to dissatisfied customers.
- "As a supplier, having the same idea as our customer about when a shipment will be delivered is, as we see it, the be-all and end-all for a satisfied customer," Ali states.
Two-way communication that is logged
For Gordon Delivery, two-way communication with drivers is very important. The dialog is logged because several parties need to access the information, both Gordon's traffic management and the e-merchants. This way, everyone gets the same information and has the opportunity to write in the same conversation thread, which leads to significantly fewer misunderstandings.
It is also important for drivers to be able to provide real-time information. For example, the driver can ask customer service for a gate code, get an answer right away, and make the delivery without a toll run.
An innovative partner
A partner that stands for innovation and long-term relationship building was what Gordon Delivery was looking for. In addition, a simple but powerful and reliable technical solution was important. Generic proved to meet expectations.
- We need a stable service that always works, and that's what we get with Generic," Ali Ghoce concludes.
