Darty

In 2016, Darty has nearly 300 stores in France and abroad, a Darty.com website and approximately 10,500 employees in France, 40% of whom work in service businesses. At Darty, we pay a great deal of attention to the quality of the services associated with our customers’ shopping experience. We are always looking for tools to improve this promise.

Prior to using ITinSell’s solutions, the tracking tools offered to Darty customers to track their delivery were impersonal and very heterogeneous.

Btrust enabled us to implement a global delivery tracking solution with controlled and centralized customer communication. One of the advantages of the solution is the ability to offer a geolocation service for pick-up points when the package is available.

“A controlled and centralized customer communication”

From his smartphone, the customer can view on a map the address where the package was dropped off as well as the contact information and hours of the store or post office. The customer thus has all the information needed to pick up his or her package in a Darty-chartered environment.

Darty is thus able to offer a premium delivery experience that is fully integrated into the ordering environment. Darty has a unique relationship with its customers built around the Trust Contract.

As a result, the delivery experience offered is the best possible.

“We are already reaching 60% consultations on delivery tracking”

With an email-only notification policy, Darty reaches 60% consultation on delivery tracking, with a response rate to satisfaction evaluations of 30%. This allows us to have a pool of qualified and representative feedback.

This customer feedback allows us to identify areas for improvement for both the delivery service providers and the internal logistics department.

Our objective was to deploy a solution as soon as possible. ITinSell was able to respond quickly to this time-to-market challenge.