ROWLINSON GARDEN PRODUCTS

Simplifying own fleet deliveries and increasing customer satisfaction

THE CHALLENGE

Rowlinson Garden Products sells bulky items, so needs to ensure its customers will be home on the day of delivery. Prior to working with CCL, Rowlinson relied on multiple spreadsheets to manage manually contacting customers, setting delivery dates and subsequently updating them with their order delivery status. This meant spending hours each day on admin.

Rowlinson wanted to improve this process, while adopting real-time vehicle tracking, and standardising its PODs (Proof-of-Deliveries). It also sought a way to improve its daily vehicle checks - a legal requirement - which were then being recorded on paper, creating problems for any potential audit.

ABOUT ROWLINSON

Based in Nantwich, Rowlinson Garden Products is a family business that has been trading in timber since 1926. Now the company manufactures, imports and distributes garden and landscaping products.

I’m delighted to recommend CCL as a supply chain technology partner. CCL has resolved many logistics issues for us over the years. Most importantly, the team are always thinking on our behalf, recommending better ways of working with solutions that improve our efficiency and customer satisfaction. "

Charles Firth, Managing Director, Rowlinson Garden Products

THE RESULTS

INCREASED PRODUCTIVITY

CCL’s Own Vehicle Solution has provided Rowlinson with a centralised logistics management solution that includes route optimisation functionality and real-time POD records. This move away from a completely manual process means the team spends much less time coordinating deliveries, and planning and tracking the fleet.

IMPROVED AUDIT TRAILS AND REPORTING

Now digitised vehicle checks not only meet legal requirements, they also enable photographic recording of defects, which can then be automatically escalated to management for review.

REDUCED WISMO CALLS

CCL’s Customer Experience Solution has significantly reduced the number of WISMO calls received by the Customer Service Team and allowed them to focus on other tasks.

Customers know when their order is due, and are now able to check the delivery status, helping to ensure deliveries are made on the first attempt. In fact, 99.2% of deliveries are made on time, first time.

INCREASED CUSTOMER SATISFACTION

The integration of myCCL with Rowlinson’s Order Management System enables the Customer Service Team to see the details of every order, including a complete record of status changes, so when customers do get in touch, they are able to respond quickly, saving hours per week and increasing customer satisfaction.

3000+ orders per month with

99.2%

ON TIME, FIRST TIME DELIVERY

It is important to my team and I that we have proof-of-delivery and tracking status of orders, from all our suppliers. The myCCL system gives us this in a single place and ensures we can answer customer queries right away while they are still on the phone. "

Louise Statham, Head of Customer Service, Rowlinson Garden Products

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