Case Study: Furniture Mart USA boosts delivery satisfaction with Package.ai

Furniture Mart USA boosts delivery satisfaction to 4.8/5 with Package.ai

Furniture Mart USA, a top-40 U.S. furniture retailer, faced a significant challenge in meeting modern customer expectations for real-time delivery tracking and communication. Their legacy processes created a gap between the high-value furniture being purchased and the opaque, manual delivery experience. Under pressure to act quickly, CIO/CTO Erald Gjoni sought a new technology partner and selected Package.ai to transform this critical part of the customer journey.

Package.ai implemented a comprehensive delivery experience platform for Furniture Mart USA, integrating with their Storis system. The solution provided automated multi-channel communications, self-service scheduling, and real-time delivery tracking. This partnership yielded rapid and significant results, including a 96% on-time delivery rate and a 4.8/5 customer satisfaction score within the first 90 days, marking the largest improvement in customer satisfaction the company had seen.

Furniture Mart USA