IronmongeryDirect saves customers time with efficient service

Published:  14 August, 2014

IronmongeryDirect has announced that it has a 98.5% delivery success rate for being on time the first time, which can help tradespeople save millions of pounds a year.

The recent figures show IronmongeryDirect has a success rate that far outweighs the national average, with the average on time delivery performance for the UK currently sitting at 92%.

IronmongeryDirect estimates that failed deliveries cost tradespeople £13.6m each year in lost time, with work having to be cancelled or delayed when vital packages don't arrive as promised.

Therefore as part of its commitment to customer service, the firm carried out a series of focus groups in January to discover what shoppers want from an online supplier. The research found that the biggest online annoyance for tradespeople is failed deliveries as it can hold up jobs from being completed on time. Furthermore, the research found that tradespeople want the option of timed delivery slots so they have a better idea of when the goods will arrive ahead of a job.

Following the outcomes of the research, the firm has introduced a number of service enhancements including delivery notifications so customers will receive texts and emails after they place their order to let them know when their parcel has been dispatched. Customers will also receive updates on the day of delivery so they will know what time to expect their order. They can also track this online.

To guarantee that tradespeople get the products they need when they need them, IronmongeryDirect has even introduced guaranteed morning delivery from just £2.50. Customers can order up to 8pm for fast next working day delivery and even up to 3.30pm on Sunday for Monday delivery, which is free for all orders over £45.

Orders can be placed quickly and easily via the IronmongeryDirect website or by calling the customer contact centre, which is now open from 7am to 8pm, seven days a week. Options to rearrange delivery times or leave the parcel with a neighbour are also available so the delivery is as flexible as possible.

Wayne Lysaght-Mason, managing director at IronmongeryDirect, said: “After surveying our database of customers, we found that delivering ironmongery products to them on time is essential. We pride ourselves on listening to the needs of customers and working out how we can improve our working relationship.

“Our enhanced delivery service is also helping us to maintain a successful delivery service. With new offerings such as the ‘Follow My Parcel’ GPS tracking of delivery vans, customers have new levels of confidence about delivery times. We also work with a range of specialist courier partners to ensure we deliver our customer orders the next day, including long length items which are up to 3m in length.”

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