Home Products Retailer I.O. Metro Implements GrandJunction to Increase Customer Loyalty

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Software-as-a-Service (SaaS) Platform Will Improve Quality of Scheduled Local Delivery Program

GrandJunction’s platform not only helps us to ensure that our customers have a high-quality home delivery, but it allows us to support our aggressive growth plan without increasing headcount to manage our local delivery program.

GrandJunction, Inc. (http://www.grandjunctioninc.com), the technology platform running the local delivery industry, announced today that I.O. Metro, a specialty home products retailer, has completed their rollout of GrandJunction to manage a network of local carriers across the South and Midwest. I.O. Metro selected GrandJunction to maintain a high-quality customer experience by improving control over its scheduled home delivery program and to increase profitability by reducing operating expense at its stores store and corporate offices.

Companies with local delivery programs have little control over quality. The information they get from local carriers is typically 24 hours behind an event, making it difficult to answer even basic customer questions without several phone calls. They also lack enhanced information, such the driver performing the delivery, which would allow them to pinpoint the source of quality problems. And because of technology limitations at the local carrier, issues that could be identified before the customer experience suffers— a long wait time, for example, between an order being confirmed and its delivery being scheduled— are not. The result is reactive customer service environment that draws in teams from Operations to Finance, distribution centers and stores with the highest possible stakes—customer loyalty and sales.

"I.O. Metro differentiates itself through the combination of a unique, eclectic home furnishings selection and uncompromising customer service," said Lou Spagna, President and COO of I.O. Metro. "When we evaluated our scheduled local delivery program, a significant amount of labor and expense went into managing our local carriers to the customer experience we wanted. We tried to build a solution, but it proved to be expensive to maintain; and, when we evaluated transportation management systems (TMS), it was apparent that they wouldn’t address the unique challenges of local delivery. GrandJunction’s platform not only helps us to ensure that our customers have a high-quality home delivery, but it allows us to support our aggressive growth plan without increasing headcount to manage our local delivery program.”

Now that the retailer has completed their implementation, GrandJunction provides them with a comprehensive technology platform to manage all aspects of their home delivery program from providing customer service teams with real-time visibility across their local carrier network to actionable metrics at the driver level where logistics managers can drive continual quality improvement. GrandJunction’s innovative approach of providing local carriers with access to the platform so that they can self-manage quality issues will shift the retailers from operating in a reactive mode to a proactive one and allow them to better scale their business.

"GrandJunction is excited that our platform will help I.O. Metro drive customer loyalty through a high-quality delivery experience," said Rob Howard, CEO of Ensenda. "Our 50-plus million deliveries worth of experience working with local delivery companies, which is built into the technology, and marketplace of hundreds of pre-integrated carriers allow us to provide a time to value measurable in weeks while requiring very little effort from the customer."

About I.O. Metro
Headquartered in Northwest Arkansas, I.O. Metro is a specialty lifestyle furniture retailer that sells modern, one-of-a-kind and eclectic furniture, art and accessories in 18 locations across the South and Midwest and online. Through its innovative in-house development team and network of sourcing options in 14 countries, I.O. Metro is able to differentiate itself from monotonous furniture choices so common in the furniture industry. Each I.O. Metro store offers a wide range of custom options with free design services. For more information visit http://www.iometro.com.

About GrandJunction

GrandJunction is the technology platform running the local delivery industry. A delivery managed through GrandJunction’s platform takes place every two seconds. Its unique approach provides local delivery companies with quality-enhancing tools that they otherwise could not afford, and its Cloud-based platform reduces shippers’ spend by up to 40% while reducing delivery issues by 25%. Its marketplace gives businesses—from small to medium-size to Fortune 500 enterprises—and consumers access to services from local carriers and drivers in every market in the United States and Canada.

GrandJunction is used by shippers to implement same-day, storefront, scheduled, and two-person delivery programs. Its platform channels more business to local carriers, and it empowers drivers by allowing them to work directly with shippers.

For more information about GrandJunction, please visit http://www.grandjunctioninc.com.
To learn more about local delivery, please read http://www.lastwordonthelastmile.com
Follow us on Twitter @GrandJunctionLD.

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