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Furniture Delivery & Assembly Service
Project Overview
Hartley's Home Furnishings, a premium furniture retailer with showrooms across the North East, needed a reliable logistics partner to provide professional delivery and assembly services for customer purchases. Their previous provider had issues with missed appointments, damage claims, and poor customer feedback. They required a white-glove service that would protect their brand reputation and provide an exceptional end-to-end customer experience.
Project Goals
- Brand Protection: Represent Hartley's professionally at every customer interaction
- Damage Reduction: Minimize damage claims and maximize customer satisfaction
- Reliability: 98%+ on-time delivery rate with confirmed appointments
- Professional Assembly: Expert furniture assembly with warranty protection
- Scalability: Handle increased volume during sale periods and peak seasons
Our Tactics & Strategy
1. Dedicated Team Training
We assigned a dedicated 6-person team exclusively to Hartley's contract, training them on furniture handling, assembly techniques, and customer service standards aligned with Hartley's brand values.
2. Advanced Scheduling System
Implemented digital booking system integrated with Hartley's sales platform, providing customers with 2-hour delivery windows, SMS reminders, and real-time driver tracking.
3. Quality Assurance Protocol
Every delivery includes protective floor covering, furniture inspection before leaving customer premises, removal of packaging materials, and customer sign-off ensuring complete satisfaction.
4. Performance Reporting
Monthly performance reports tracking on-time delivery %, customer satisfaction scores, damage rates, and assembly quality metrics to ensure continuous improvement.
Project Info
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Client:
Hartley's Home Furnishings (Retail Partnership)
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Project Type:
White-Glove Furniture Delivery & Assembly
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Start Date:
Ongoing Partnership (Since March 2025)
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Project Type:
Monthly Contract (40-60 deliveries/month)
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Service Area:
North East England (Newcastle, Sunderland, Durham, Middlesbrough)
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Contract Value:
£12,000/month average
Results & Success Metrics
✅ 99.2% on-time rate: Exceeded target of 98% punctuality
✅ 4.8/5 customer rating: Average customer satisfaction score
✅ 92% damage reduction: Compared to previous logistics provider
✅ Zero missed deliveries: Perfect attendance record over 8 months
✅ £15,000 saved: Reduced damage claims saving retailer significant costs
✅ Contract expansion: Hartley's extended contract to additional 2 stores
Client Testimony
"Partnering with BIMZPRO transformed our customer delivery experience. Their professionalism, reliability, and attention to detail have significantly improved our customer satisfaction scores. Damage claims have dropped dramatically, and we constantly receive praise about their friendly, careful team. They're not just a logistics provider—they're an extension of our brand."
— David Hartley, Managing Director
Hartley's Home Furnishings