Real-Time Grocery Delivery Updates at Asda

15 Jan

Written By Nelnish Singh

Year: 2016

Product Manager: Nelnish Singh

Project Manager: Marcus Leasley

Company: Asda Online Groceries

  
    Goals
    Deliverables
    Timelines
    Outcomes
     

    Business Challenge: Customer calls for order delivery information was the third highest reason for customer care call volumes, and CSAT (customer satisfaction) for order delivery had 3/10 average score
 Goal: Improve order delivery CSAT score by 2 and reduce the customer care contact rate for order delivery by 10%
    1. Real-time update of order delivery window on website and mobile app based on messages received from moving grocery van. 
 2. Send proactive text messages to customers if order delayed by more than 30 minutes. 
 3. Easy-to-use interface for operations team to control order delivery window and SMS messages at an order level.
    4 months (at 3 days per week)
    1. Customer care call volumes reduced by 30% in a 3 month period post launch. 
 2. CSAT for order delivery improved to 7/10 in 6 months.
  

Nelnish Singh

Real-Time Grocery Delivery Updates at Asda

Empowering Teams to create value at pace: Asda (George.com)