Case Study: Appliances Direct streamlines nationwide delivery operations with BigChange

Appliances Direct - Customer Case Study

Appliances Direct, part of the Buy It Direct group, was a major online retailer facing challenges with its nationwide delivery operation. It relied on a paper-based system that lacked real-time visibility, leading to inefficiencies and frequent customer service calls. The company chose BigChange and its JobWatch solution to create a seamless, digital customer experience and gain operational insight.

BigChange implemented a comprehensive system that automated the entire delivery process using mobile apps and real-time tracking. This provided drivers with digital manifests and navigation, while giving the contact center live updates. The solution delivered robust proof of delivery and valuable business intelligence. As a result, BigChange helped Appliances Direct significantly increase daily delivery capacity and productivity without adding new vehicles, while also reducing fuel consumption and in-transit damage.

Appliances Direct

Mick Eaton

Operations Manager