BuildDirect's Leap to 100% Customer Satisfaction with Dolly Delivery

At a Glance:

Partner: Daman Singh, Director of Supply Chain Operations, BuildDirect
Challenge: Overcome inefficiencies in last-mile delivery with traditional LTL carriers
Solution: Dolly’s personalized, real-time tracking, and customer-centric delivery services
Impact: Near 100% customer satisfaction score for BuildDirect

Founded in 1999, BuildDirect, an online-only flooring company, prioritizes product and service quality. Recognizing the need for more efficient delivery and return solutions, they chose Dolly as their delivery partner.

The Challenges:

Delays: LTL carriers often led to significant waiting periods for customers, sometimes even weeks.
Lack of Personalization: While customers sought specific delivery solutions, LTLs either couldn’t meet them or charged extra.
Returns: Issues arose when customers needed to return unboxed or off-pallet flooring materials.
Brand Erosion: Any mishaps during delivery were directly associated with BuildDirect, causing potential damage to their reputation.

Why Dolly Became BuildDirect’s Choice

Skilled Professionals: With over 15,000 Dolly Helpers nationwide, customers receive friendly and efficient delivery assistance.
Real-Time Delivery Tracking: Dolly’s Lighthouse system offers real-time delivery updates, enhancing transparency and trust.
Flexible Delivery Services: From rush orders to same-day deliveries, Dolly ensures convenience for BuildDirect’s customers.
Value Addition: Beyond just deliveries, Dolly aids in packaging removal and product boxing for returns.

The Customized Solution for BuildDirect

Returns and Repackaging: Dolly stepped in to help with the re-boxing and safe transfer of flooring materials, ensuring they remained in a re-sellable state.
White Glove Delivery: Dolly provides personalized services, ensuring the product reaches the customer’s chosen location and is unboxed upon request.
Dunnage Removal: Customers no longer worry about packaging disposal; Dolly handles it.

The Result

With Dolly on their side, BuildDirect not only optimized their last-mile deliveries but also reinforced their brand reputation. The partnership has resulted in almost perfect customer satisfaction rates.