Case Study: Wickes reduces delivery calls and boosts appointment control with ContactEngine

When you deliver over half a million Big and Bulky products a year you need to keep your customers in the loop

Wickes worked with ContactEngine to tackle a surge in customer calls about delivery whereabouts and to relieve store staff from manually chasing delivery confirmations. With over half a million big and bulky products delivered each year across 200 stores, Wickes needed a light-touch, intelligent automated communications approach to keep customers informed without adding nuisance.

ContactEngine implemented an automated appointment control service that checks delivery details with customers the evening before arrival, confirms availability and signatory presence, and follows up again on delivery day if needed via phone and SMS. The results included a 50% reduction in delivery-related calls to the Northampton call centre, contact rates above 85%, and the identification of just under 10% of deliveries with issues, enabling Wickes to reschedule proactively and avoid wasted truck journeys.

Wickes