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AO plans IT overhaul and provides delivery for Cotswold Company

Electricals e-tailer AO.com and Cotswold Company have signed a 12-month rolling contract for the former’s vans to deliver the furniture retailer's products.

By utilising AO’s logistics service, Cotswold Company will enable its customers to book specific timeslots for delivery and receive two-person delivery crews, wherever they are based on the UK mainland.

The formal contract was signed on 28 January, but the partnership started before then after Cotswold Company CEO, Kevin Johnson, experienced the service for himself as an AO customer.

David Ashwell, managing director of AO Logistics, commented: “AO’s fantastic customer delivery experience drives our business and it is wonderful that, through a few such experiences, a whole new partnership has emerged.

“The Cotswold Company premium product fits well with our brand and I can see this partnership going from strength to strength.”

At software company Metapack’s The Delivery Conference in London, yesterday (4 February), Ashwell revealed AO is embarking on several new technology initiatives this year. In light of 60% of AO customers making purchases on their mobile phones, the business is looking to drive personalised customer service online, as well as introducing a chatbot – or digital sales assistant – to fast track shopper queries.

Ashwell said: “Working in tandem with real AO-ers will accelerate our customer service proposition way beyond what we can imagine today."

He also indicated that the retailer, which was established in 2000, is also going through some IT structural change in 2020.

“Everything we do for customers leads back to tech – the rapidity of tech, and the ability of customers to adapt to speed of change means we have to stay ahead,” Ashwell noted.

“Over the coming year and beyond we’re going to be moving from a monolithic platform to a microservices/API architecture which means we will simply be able to drive more from our data.”

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