Why It’s Time to Make the Switch and Become Truly Customer Centric

Ziv Fass
February 28, 2023

Meeting the new standards demanded by customers requires brands to reimagine their fulfillment process, transforming it into a sales and marketing opportunity. Those that fail to make this adaptation face getting left behind.


The world of retail has changed. A new generation of consumers that expect an Amazon experience when shopping is forcing furniture and appliance retailers to quickly adapt. Add to this the impact of a potential recession on sales, and the pressure to implement new solutions to enhance customer experience and deliver cost efficiencies has never been more intense.


But, there is a problem. The standard delivery management platform used in the furniture and appliance sector does not provide the capabilities needed to build the customer-centric buyer journey consumers are now demanding. Retailers are therefore unable to engage with consumers in a meaningful way throughout the fulfillment process and build the deep cross-journey relationships needed to turn them into loyal, repeat buyers.

A New Formula for Success

While the promise of route optimization, real-time order tracking, self-scheduling, customized reporting and two-way customer communications was more than enough to convince furniture and appliance retailers to invest in the sector’s standard delivery management solution in years gone by, times have changed. Customers are demanding a more integrated approach that places them at the center. They want an engaged, personalized experience where they have a voice. They want what Amazon has delivered to them — a frictionless buying experience.


Advances in technology, driven by artificial intelligence (AI) and automation, dramatically surpass the capabilities of the current industry standard delivery management solutions. This allows retailers to quickly meet the new levels of customer experience demanded by the marketplace, increase marketing and sales opportunities, and benefit from significant cost efficiencies. Retailers need to assess their current last-mile delivery solution and define what it is sorely lacking.

1. An unrivaled personal touch

Advanced data tracking is a game changer, enabling customer messaging to be highly personalized and tailored. AI-based data tagging also enables the synchronization of all fulfillment workflows seamlessly across all retail operations. This automated capability not only saves on manual labor hours, but saves dollars by increasing delivery confirmation rates and minimizing failed deliveries.

2. All customer interactions easily accessible in one place 

Key to delivering a seamless customer experience is enabling full visibility of customer engagements across all departments. This obliterates team silos, and instantly allows different departments within your retail operations to get a transparent view of each element of the buyer journey from pre-purchase sales chat, through post-purchase customer care, fulfillment operations, marketing and sales workflows.

3. AI-powered two-way messaging, fully integrated with logistics

One-way, push notifications rob customers of a voice in the delivery process. This leads to frustration and an increase in failed deliveries. AI-powered two-way messaging, fully integrated with logistics, will not only see delivery confirmation rates rise and failed deliveries decline, but will form a central pillar for building meaningful customer relationships. This places engaged customers at the heart of your fulfillment process, quickly turning them into brand advocates and repeat buyers.

4. Post-delivery upsell and review automation

Retailers that invest in leading edge AI-powered automated customer engagement technology will be able to treat the fulfillment process as a marketing and sales opportunity, rather than simply considering it a cost center. Automated upsell campaigns, based on customer history, product SKU and, importantly, post-purchase customer feedback, will help drive sales. While a steady flow of customer reviews will become a powerful marketing tool. Remember, a 5-star customer experience is wasted if it does not turn into a positive review. Rather than leave this to chance, automated prompts using automated upsell and campaign management technology can significantly increase the percentage of happy customers that post positive reviews.

5. An unparalleled omnichannel experience

Using the standard delivery management software means that most internal departments within retail operations are blind to each other’s activities. Embracing AI and automation will connect each element of the fulfillment process to customer services, sales and marketing. The result will be complete coordination to deliver a seamless, engaging and rewarding customer experience. This will provide the launch pad for deeper customer relationships, upsell opportunities and a steady flow of repeat sales. 

With a Potential Recession Looming, It’s Time to Make the Change

Standards have been reshaped in the retail industry. Millennials and Gen Z expect Amazon standards. But these are standards that outdated delivery management software will never be able to meet. AI and automation technology not only offer retailers the ability to quickly upgrade their customer experience but allow them to achieve this quickly and cost-effectively. This is increasingly important with fears of an economic slowdown impacting customer spending. Those that make the switch will soon start saving on operational costs while turning customers into loyal brand advocates, and in today’s retail environment, that is simply priceless.


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