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Leveraging more than 10 years of industry experience, Alice’s Garden delivers a diverse portfolio of high-quality garden furniture and outdoor equipment direct to doorsteps in just a few clicks.
Great customer service has always been at the heart of the Alice’s Garden business. The company provides a two- year warranty across all its goods and has a dedicated Quality Team to offer product advice.
Alice’s Garden’s modest team recognised that to continue managing an increasing order volume during a short summer season, via multiple channels and using multiple carrier services, it required improvements to its operational efficiency.
The Customer Service Team was spending a disproportionate amount of time handling WISMO queries and processing orders, leading to a longer response time overall.
At the time, Alice’s Garden was tracing late orders individually by phoning or emailing carriers – a process that consumed hours of the Customer Service and Logistics Teams’ day. Meanwhile, the Customer Service Team also managed social media and Trust Pilot to track customer feedback.
The company sought a business process improvement solution to increase its productivity, help it handle WISMO queries and gather customer feedback with increased efficiency, without having to hire temporary staff.
After discussing its requirements with CCL Logistics & Technology, Alice’s Garden decided to use CCL’s multi-carrier management platform, myCCL, to broaden its carrier and service choice to customers.
Added to this, Alice’s Garden utilised myCCL’s One Click Dispatch – to increase warehouse throughput.
Most importantly, Alice’s Garden adopted myCCL’s Customer Experience Solution, to satisfy its customers in their post-purchase experience.
The Customer Experience Solution has helped us to give our customers clearer information about their order status. We are very satisfied with its service.
myCCL customer feedback function has given us a better overview of the customer’s behaviour towards our business, information which we will use for future improvement projects.
Lila Idiáquez, Customer Service and Supply Chain Alice’s Garden
Using myCCL, Alice's Garden has been able to maintain its existing supplier relationships, but is now also able to offer customers a greater choice of delivery options, by taking advantage of CCL’s rates with other shippers. This also means productivity does not drop, if a problem arises with any one carrier.
As well as this, the team was able to save time processing orders, by using myCCL’s One Click Dispatch, which integrated with their warehouse systems to run Business Rules.
This now automatically chooses the best shipper for each order, without manual data entry, which allows the team to serve customers quickly and increase their satisfaction.
Working with myCCL also means that Alice's Garden now has support from CCL’s Customer Service Team, when answering complex WISMO queries, making it easier to track and solve issues with problem shipments.
myCCL also enabled Alice’s Garden customers to answer their own WISMO queries, through its Customer Experience Solution. After ordering, customers receive milestone delivery status email and SMS updates, which lead to Alice’s Garden Branded Tracking Pages. This function has saved the Alice’s Garden team hours each week handling WISMO queries.
Added to this, the Branded Tracking Pages allow Alice’s Garden customers to leave feedback in its free text box, as well as a star rating. This feedback is directly emailed to the Alice’s Garden team, giving them a simple way of tracking customer sentiment.
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