Argos deploys real-time delivery solution

Argos has partnered with Microlise to deploy a tool which provides live visibility of vehicles and delivery estimated times of arrival. All of the retailer's two-man UK home delivery vehicles will be fitted with telematics hardware.

By having real-time information on the whereabouts of vehicles and their contents, the retailer will be able to actively maximise timekeeping and inform customers of any delays.

The Microlise tool will be accessible by contact centre employees so they can accurately answer customer queries.

"Delivering a positive customer experience is an absolute priority for us and customers tell us that being on-time or informing them of any change is really important,” said Laurence Garnett, head of home delivery at Argos.

"We are constantly looking to new and innovative tools to help us improve our customer experience. Microlise will be a very powerful solution to help us further improve our high standards for on-time delivery as well as keep customers up to date with the very latest delivery information."

Drivers will also be able to monitor their driving performance with an app, against criteria including: idling, acceleration, braking, cornering, cruise control usage and speed. This enables Argos to be more fuel efficient and to organise training courses where necessary.

Nadeem Raza, CEO of Microlise, added: "Argos is a brand that has thrived on the high street since 1973, not least by always staying ahead of competitors and delivering excellent service. It’s great to be working with the company as it implements incremental improvements to continue to perform at the vanguard of retailers in terms of cost control and customer experience."

Argos today reported a 4% jump in third quarter like-for-likes for the Black Friday and Christmas period. The retailer, which was bought by Sainbury's last year, has benefited from the grocer rolling out 30 Argos digital stores in its larger format supermarkets

CEO, Mike Coupe, said: "Our Argos digital stores in Sainsbury’s supermarkets are performing well, as awareness of the convenience of shopping at both Sainsbury’s and Argos under one roof grows among our customers."

Over the Black Friday week Argos reported 65% of sales taken online, and 250,000 Fast Track deliveries. Over the 15-week third-quarter period online sales grew by 13%, accounting for 57% of Argos sales.