With technology advancements and more choices for consumers, delivery is critical for online businesses.

One of the key factors to first-time delivery success is correct address capture. This promotes a positive delivery experience for customers, reducing address correction costs and delivery delays and failures.  The average cost of each failed delivery is  likely to be as much as £14.35 when you take into account the cost of returns, putting items back into stock, and customer retention.

Whistl has been Thompson & Morgan’s delivery partner since 2015 and in recent years has been working collaboratively and proactively for solutions to better the address query process when they do occur.

Whistl implemented a proactive SMART delivery solution for Thomson & Morgan which captures a bad address event in real time as it occurs. The consumer addresses can be validated and confirmed to the carrier, ensuring a successful delivery experience, in real time. 

The live status update is key in:

• aiding faster delivery,
• providing an improved customer experience,
• lessening the need for repeated deliveries
• reducing carbon footprint with more efficient deliveries, and
• cutting the financial cost of bad addresses.

Within 2 months of implementation:

• over 3,000 address issues were eliminated,
• 97% of address issues were picked up by Whistl, and
• issues were actioned within 4 hours of the scan being applied. 

As address issues are significantly reduced by Whistl, Thompson & Morgan’s customer services team can remain dedicated to dealing with the more complicated queries and focusing on better customer experience.