Industry views | 15 September 2016
Home deliveries have always been a strength for Wincanton. This is because we recognise what they represent: a make-or-break point for a brand.
Meeting a customer on their doorstep and entering their home requires punctuality, efficiency and excellent customer relations. That’s why our drivers receive extra training, to make sure they’re the best in the business. This reputation has recently earned us a new customer: The Lounge Co. Newly launched in the UK, by parent company Sofa Brands International, the business offers bespoke sofa and chair design with 18,500 combinations on offer.
Central to The Lounge Co.’s approach is a multichannel strategy that places the customer at the centre. Sales – regardless of the purchase channel – will be attributed to independent local retailers which have each been given an exclusive catchment.
This means that if you buy a sofa from The Lounge Co. and you live in Bristol, you will be buying it from Park Furnishers in Bedminster. You can visit the store, look at your options for design and textile, and then order it online at home if you choose. The delivery, then, is carried out by us: to the room of your choice, feet fitted and packaging removed.
Many people aren’t aware of the award-winning work Wincanton does, and nor will they be. In services like these we offer what we call a premium, white glove service. All administration and customer management is handled by us, under the name of The Lounge Co. We know that today’s multichannel environment means retailers need to deliver a consistent brand experience across all channels – in store, online and to people’s homes. Our integrated order management system means we can follow every order through each stage of fulfilment and delivery, ensuring our clients and their customers an unbeatable experience. In fact, we have a 98 per cent customer satisfaction survey score.
We know that home deliveries must be handled carefully, which is why our drivers are trained to think of their destinations as homes-from-home while they’re out on the road. They devote the same level of care and attention to getting sofas up and ready for customers as they would back at their own home. Effective collaboration is key to ensuring that best practice is implemented in all areas of delivery and brand experience, from start to finish. With the efficiencies that Wincanton will provide in delivery, and the collaboration between both businesses, this is an exciting time for The Lounge Co as they target growth within the UK.