ArrowXL reaps benefits of investment in innovation

Two-man home delivery specialist ArrowXL has reported that it is seeing the benefits of investing in innovation, which enabled it to meet the challenge of Black Friday and the January sales.
Commenting on the company’s performance over the peak season, ArrowXL’s chief executive officer Ian Howell said: “Our vision is always to make “two-man home delivery a five-star customer experience.

“And our staff rose magnificently to the challenge, backed by our investment in the best technology and services delivering 190,000 big and bulky items over four weeks.”

He said the firm’s investment in new enhanced services such as their new ‘two-hour reducing to 30 minutes’ delivery window and investment in ASK AXL – its new self-service map tracking system – had already paid massive dividends.

During Black Friday, followed by Christmas demand and the January sales, ArrowXL sent out over half a million advance notifications, including its’ call en route’ to customers which meant that the company was able to secure first time delivery success.

“The convenience of the dynamic timeslot and certainty of delivery contributes massively to our efficiency and our overall goal of delivering millions of customer orders right first time,” said Howell.

ArrowXL specialises in large, fragile and bulky items up to 120kg, which are delivered by specially trained two-man delivery teams into the customer’s home and into their room of choice.

Howell believes that effective partnerships with customers is the key to business success: “Our delivery record in December and January has been the culmination of months of planning with our retailer clients, working with our 600-strong customer experience teams across our UK-wide network of four hubs and 23 satellite delivery bases.”