Nisa's delivery app drives down helpdesk calls

Nisa Retail has said its new delivery application has driven down calls to its helpdesk by 20% in seven weeks.

The app was launched in March to give its wholesale members real-time progress updates on deliveries, with system updates occurring every 60 seconds.

The app also provides information about changes which may affect the delivery, such as road and traffic conditions.

Before launch, member calls to the Nisa helpdesk were related to the estimated time of arrival for deliveries. The app was created in order to reduce the number of queries and drive efficiencies in the helpdesk service.

During its first week the app achieved 1,000 hits, which has now risen to 5,000, as well as a dramatic fall in calls to the helpdesk.

“There are a lot of staffing costs associated with receiving deliveries into store and we wanted to give our members the best opportunity to manage those costs, while also increasing the efficiency and effectiveness of our helpdesk service. It has proved very successful on both counts with more retailers using the app week on week and the number of delivery related calls dropping significantly as a result," said Lee Vickers, head of logistics at Nisa.

"This development is indicative of the type of activity we’re committed to. Driving efficiencies which strengthen the long term future of Nisa, while providing our members with the tools they need to run their businesses more profitably," he added.