When Best Buy entered the UK market in Spring 2010, it was faced with a complex fulfilment challenge. With a reputation for excellent customer service across the globe, the world’s leading technology store needed to provide a consistent offer across a diverse range of products, including small appliances that are delivered through parcel carriers, two-man deliveries of larger appliances and large screen TVs as well as complex installations for home cinema systems.
As well as investing in SAP, Best Buy recognised that it needed specialist, tailored software to fully integrate with SAP and handle its specific fulfilment requirements to ensure flexible, reliable and successful first-time home deliveries for its customers.
Best Buy has cracked it with a flexible, future-proof solution from market-leading software company Axida that allows it to efficiently adopt and adapt its delivery service in relation to new business developments.
Axida HDi manages complex home deliveries allowing retailers to offer accurate and achievable time slots that the customer chooses at the time of purchase.
It has seamlessly integrated Best Buy’s multi-channel customer orders with a variety of accurate delivery methods including parcel, two-man own fleet and two-man shared user services, providing the company and its customers with a consistent view of the progress of their orders.
The system also provides delivery debriefing in batch or online mode using wireless hand-held computers, workflow management for handling order exceptions and driving remedial action, contact management, and management reports.
Best Buy has also integrated the software with other key operational systems.
Since investing in Axida HDi in July 2010, Best Buy has introduced Best Buy Mobile and opened 11 new stores as well as transactional web and mobile sites in the UK, leading to an increase in order channels and a series of changing requirements in delivery coverage and logistics service providers.
Stuart Lacey, Best Buy’s Supply Chain Director, said: “The Axida HDi software gives us and our customers both freedom and flexibility. Using proven, standard HDi web services, we have been able to configure it to meet each new business development and crucially, have been able to maintain a consistent and unrivalled level of customer experience.”
Commercial Director of Axida Wayne Holgate explained: “HDi has provided Best Buy with a customisable software platform that can be adapted without any other major software changes.”
“The company has been quick to recognise the potential of HDi, fully utilising it to take control of integrating new sales channels and adapting to shifting geographical sales patterns.”
Axida HDi is utilised by some of the UK’s top retailers and has a major benefit of enabling the retailer to choose the level of service it wishes to provide to its customers