Service makes all the difference

Do you remember when customers had to take a day off work to receive a delivery? Thankfully, this is a thing of the past, because the concept of service has now firmly taken root. Everyone now knows that the best way to differentiate a product from an essentially similar one offered by a competitor is by providing outstanding levels of service, an approach that must be applied consistently across the board. Market research has confirmed that customers increasingly prefer those products that offer better service. Despite this, consumers still cannot automatically assume that they will get the best service quality when they make a purchase. Particularly in the case of those increasingly prevalent forms of self-service such as online shopping or e-banking, the consumer has to take responsibility for the quality of his or her own service provision. The current situation can often leave the customer feeling confused. It’s a common experience, you’re sitting in front of your computer, you click your mouse and your ‘trolley’ is full. So now, in theory, you can exit the order process. But has the order really been completed?

Often, we are left with an uneasy feeling. Will the delivery actually take place? Will we be at home when the delivery is made or will the package be left with some unknown neighbour? And what was that about delivery charges? Particularly in the case of large, bulky or expensive electronic articles, the anxiety will persist until the delivery finally takes place. Once the item has arrived, there is the whole issue of installation to worry about, plus what to do with the old appliance.

New challenge for suppliers

For suppliers too, a sale is by no means complete at the point where the ‘Confirm Purchase’ button is activated. Long before goods can be sold, there needs to be a clear policy on after-sales service, delivery, installation, repairs etc. After all, you will also want to get into your customers’ good books on the strength of your after-sales performance. Because customers perceive the merits of a supplier on many different levels – and there is more to this than just offering a high-quality product. On the contrary, the entire supply chain has to be well designed from start to finish and it must also be economical to operate. Furthermore, suppliers are nowadays under constant pressure to offer services that go beyond their own core competencies.

Wolfgang Leuthner, Head of the Gebrüder Weiss tectraxx business unit is familiar with the situation from both sides and has responded to increasingly complex customer demands by introducing the tectraxx Home Delivery Service. Because suppliers are becoming more customer focused and consumers better informed and more discerning with higher expectations, it is more important than ever before to have a sophisticated logistics system. Moreover, it has become apparent that a well-designed service structure pays dividends and promotes long-term customer loyalty. And not least, it helps you to reinforce your own market position. Because behind the scenes, modern sales processes are by no means as straightforward as they often appear to customers.

Austrian transport concept

tectraxx Home Delivery Service is a unique Austria-wide all-in package that covers the ordering of goods (e.g. from a web shop), the logistics, the transportation, various on-site services, methods of payment and even the handling of subsequent repairs. Based on the concept of the ‘one-stop shop’, this service provides clearly defined services and transparency at every stage for all parties involved. All the steps that are necessary to achieve the desired outcome (i.e. the ability to deliver a comprehensive, first-class and smoothly functioning after-sales service) are controlled by tectraxx. The logistics provider prides itself upon being the partner of choice along the whole supply chain. And that means being thoroughly professional at all times.

The customer is king

At tectraxx, customer care takes centre stage. For all our services, there is only one single point of contact. Before any goods are despatched, our Customer Care Center will make at least three attempts to contact the customer by telephone. If this is unsuccessful, a letter will be sent out by post offering the customer four delivery ‘windows’ – morning, lunchtime, afternoon or evening. Delivery is then effected using a vehicle from the dedicated tectraxx fleet. The company has at its disposal vehicles and equipment to suit all approach routes, for example steep inclines, farm tracks etc. The technical equipment carried by the fleet ranges from stair climbing trolleys and ramps to transport crates and special tools. Seven sites throughout Austria are linked by regular night-time delivery runs using swap bodies. This enables tectraxx to reach any address in Austria within 24 hours. Furthermore, staff are trained in handling delicate appliances and can be deployed in two-man teams as and when necessary. Apart from being able to vary delivery times, the customers can also select the mode of delivery that best suits his or her circumstances. Whether this involves delivery to the door or to the place where the item is to be installed, unpacking the item and removing packaging materials or safely disposing of the old appliance, there are no limits to the scope of service provided by tectraxx. And should a repair be necessary further down the line, the customer can be supplied with a temporary replacement on a like-for-like basis. Private customers can also opt for a rapid repair on site carried out by one our service engineers who will turn up on site in a comprehensively equipped van. Our connection service includes unpacking, setting up (e.g. levelling the base), removing any transport securing devices, plugging in to the electricity mains, attaching water or drainage hoses (in the case of white goods) or attaching the appliance to the electricity mains and aerial sockets (in the case of brown goods). The installation service for brown goods consists of the above-mentioned connection service supplemented by switching on, tuning and hooking up to a home entertainment system (TV, DVD, satellite receiver etc). Finally, the Home Delivery Service offers everyone along the line the ability to monitor all stages and aspects of an order on an uninterrupted basis via internet provided by tectraxx IT-Welt. ”This service is certain to give us an edge on the rest of the market,” says Wolfgang Leuthner with firm conviction. Because one thing is quite clear: ”Service is not just a buzz word from the early years of the new millennium – it is the key to long-term business success.”