“If I can track my pizza, why can’t I track my furniture?”
That question from FurnitureMart USA‘s CEO started everything. The answer revealed a fundamental gap: customers ordering $30 pizzas get real-time tracking, while $3,000 furniture deliveries leave them anxious and in the dark. FurnitureMart partnered with Package.ai to transform last-mile delivery from operational cost into brand-building opportunity.
In this webinar, FurnitureMart USA’s CIO, Erald Gjoni, shares their complete transformation story—including the wins, challenges, and roadmap ahead.
Key results
✅ Hockey stick customer satisfaction trajectory—biggest jump yet with current platform
✅ Measurable impact in first 60-90 days: reduced calls, fewer failures, happier customers
✅ Natural expansion from delivery to full customer journey
✅ Building foundation for agentic AI and autonomous experiences
What you’ll learn:
- The pizza delivery wake-up call: how FurnitureMart’s CEO reframed delivery as brand moment, not logistics
- Overcoming automation resistance: balancing human touch with millennial customer preferences
- Implementation reality: deploying between major initiatives and achieving early wins
- Storis integration advantage: bidirectional data flow creating unified customer journey
- Beyond delivery: expanding to pre-purchase, reviews, NPS, and re-engagement
- The agentic AI future: self-scheduling, backfill automation, and what’s coming next
Peer advice: “We chose Package.ai because it was a stepping stone in evolution to our customer experience”
Industry benchmarks from Package.ai customers:
- Up to 50% NPS growth
- Up to 67% fewer failed deliveries
- 97% of customers leave 4/5 star ratings
- ~40% reduction in not-at-home attempts