Case Study: La‑Z‑Boy achieves real‑time last‑mile visibility and improved customer service with Trimble Visibility (Trimble)

Achieving excellence in customer service through supply chain visibility

La‑Z‑Boy, a major North American furniture retailer, was struggling to meet customer expectations for low cost, convenience and a seamless delivery experience. Delivery issues—hidden exceptions, scheduling inefficiencies, staffing problems, cost overruns and low driver morale—undermined service and created operational losses because exceptions were only visible when customers called or when drivers returned to the Distribution Center.

By deploying Trimble Visibility and its mobile app, La‑Z‑Boy consolidated carrier data into a single visibility portal to manage last‑mile deliveries across its network. The platform delivers real‑time exception alerts to appropriate teams, enables near real‑time customer support, and provides customizable roll‑up and drill‑down reporting on carrier, route and driver performance—giving management the insights needed for root‑cause analysis and a better final‑mile experience.

La-Z-Boy

Eric Hulsemann

Director of Project Management