AKW is the UK’s leading manufacturer of accessible bathroom, kitchen and daily living products for the elderly, disabled and people with reduced mobility.
Prior to January 2013 AKW relied solely on parcel carriers using the traditional “hub and spoke” system to deliver to its customers throughout the UK. The problems they were experiencing included unacceptably high levels of damage and loss in transit. Damage was occurring due to multiple goods-handling operations – typically four times after collection. Compounding the problem was the awkward shape and size of many of the products which were incompatible with the carriers’ handling systems.
Slow or late deliveries and a lack of information were a major source of customer complaints. Poor service from carriers meant costs for getting goods to customers was very high. With mounting customer complaints over delivery reliability, AKW was running the risk of becoming labelled “unreliable”, even though its product range was excellent.
In consultation with AKW, Trade Distribution phased out the old inefficient carrier system, introduced an in-house fleet of delivery vehicles and within one year was operating a nationwide delivery service to the satisfaction of AKW and its customers.
A dedicated fleet meant no more multiple handling operations, no more expensive packaging and, importantly, no more damage to goods in transit and our online, real-time, track and trace function meant that customers received accurate information about where their goods were and when they could expect delivery.
Bruce Lockton, AKW Director
“Working in partnership with Trade Distribution has given us our own fleet and transport department which has proved to be a value marketing tool.”
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