ROHLIG SUUS Logistics provides comprehensive e-commerce delivery services for Media Expert – one of the largest brands in the consumer electronics, home appliances, and multimedia industry in Poland, which operates nearly 400 retail locations across the country. The cooperation includes handling e-commerce deliveries with a package of additional services, such as: cash on delivery, carrying purchased goods inside, document returns, delivery notification, and double-manned crews of specially trained drivers.
Companies in the consumer electronics, home appliances, and multimedia sector are very demanding partners in terms of technological support, which is why appropriate system solutions were a key factor in choosing a provider.
– When starting our cooperation with Media Expert, we were fully aware that the client is a very demanding partner in terms of technological support. However, this is the natural order of things, as they operate in a state-of-the-art industry, thus requiring the logistics operator to provide innovative technological solutions and to be an equal partner in this regard – emphasizes Teresa Bukalska, Implementation Manager at ROHLIG SUUS Logistics.
Therefore, in the cooperation between Media Expert and the operator, building communication between the chain’s systems and ROHLIG SUUS Logistics and launching so-called web services, which automatically transmit orders to the logistics operator, played a key role, significantly shortening order fulfillment time. The final choice of the Polish company as a logistics service provider was also determined by a flexible and individual approach to the project, experience in high-volume contracts, and service for leading brands in the home appliance industry. The main advantage of ROHLIG SUUS is its knowledge of this segment, specialization in large-size shipments, including non-palletized ones that exceed the capabilities of standard couriers (over 30 kg, over 0.5 cubic meters), as well as goods highly sensitive to damage, such as electronic equipment.
E-commerce deliveries require special care from a logistics company because e-shop customers are very demanding and pay attention not only to shipping costs but also to the quality of the entire order fulfillment process.
– Online stores are increasingly using so-called customer experience – a strategy that builds customer loyalty by ensuring positive experiences at every stage of the ordered goods’ delivery: from purchase to receipt of the shipment. This is an important signal for logistics operators, who, after all, represent the client to the final recipient – says Teresa Bukalska.
The aforementioned individual approach to projects involves conducting a workshop with the client during the initial business analysis to discuss and plan the entire target distribution process, including variants of transitional cooperation. Solutions developed in this way form the basis for preparing instructions and training for operational departments and drivers. Additional services provided by ROHLIG SUUS in e-commerce projects, including those for Media Expert, include options for: cash on delivery, carrying purchased goods inside, document returns, double-manned driver crews, and delivery notification, thanks to which the customer receives an email and phone notification about the incoming shipment immediately after it is loaded onto the distribution vehicle. Moreover, the ordering party can agree on a convenient time for receiving the goods with the driver during the phone call to schedule the delivery. Also of significance are the client’s high expectations regarding quality standards in terms of punctuality and the speed of cash flow.