Once an order is placed online, needless to say, the customer needs to have it show up at their doorstep. And when it comes to the impression that the customer walks away with, timeliness and transparency are king.
That realization pushed the company to build transparency into the delivery process by handing customers everything they need to know about their orders. It even comes in a convenient and familiar package to make sure they don’t have to come running back to support with questions.
HeidelbergCement works with at least thirty different transport companies at any one time. Easy integration is therefore key. As the company was looking for a solution, they knew it couldn’t burden the contractors’ IT infrastructure or the customers using it.
RouteQ gave HeidelbergCement a tracking tool with a landscape of information detailing current orders out for delivery, including for each contractor and recipient. Customers, in turn, enjoy tracking links and text notifications that let them know when their deliveries will be arriving.
Order details like cement brands and license plate numbers are included in the messages. Tapping on the link pulls up a screen that shows where the delivery vehicle is, not to mention its ETA. In other words, it’s just like ordering a taxi.
The first month and a half saw HeidelbergCement bring thee cement factories online. Route tracking and order placement began happening over the internet, and notifications were sent out to customers. Over the following month and a half, the company rolled the service out to all its contractors. Its entire delivery ecosystem was on board.
When the project earned rave reviews right off the bat, headquarters decided to integrate it into the company’s internal ERP system. Their high-end approach to vehicle deliveries even paved the way for a quick turnaround.