XPO’s new technology will allow for heavy goods to be delivered without the recipient needed at home.
Slated for launch in November, the company developed its newest tool for customers who purchase heavy goods through e-commerce and bricks-and-mortar stores.
XPO said that the main objective of this new offering is to provide consumers with "personal visibility and control over the delivery of heavy goods, appliances, and furniture." These heavy goods shipments usually require a person to be at home to receive the shipment, as opposed to other packages that can just be dropped off, the company noted.
XPO facilitates approximately 13 million carrier-based deliveries and installations a year and this new technology expands on capabilities that already generate industry-leading consumer satisfaction ratings for XPO's last mile customers, including online visibility of order details, a consumer preparation checklist, real-time order tracking and ETA status updates, the company said. XPO expects to provide optional private-label branding of the consumer experience on request as well, it announced.
"We have repeatedly been ahead of the curve with last mile technology that drives up consumer satisfaction in retail and e-commerce. The launch of our new, interactive delivery management tools will build brand loyalty for our customers and provide a next-generation platform for further omnichannel development," said Troy Cooper, chief operating officer of XPO Logistics. "Once our North American roll-out is complete, we plan to adapt this technology to our growing last mile business in Europe."
Mario Harik, chief information officer for XPO, told Logistics Management that e-commerce is the top driver for this offering.
“More and more consumers are buying online," said Harik. "They have new expectations of the shopping experience, and retailers need to meet those expectations. A consumer who buys something online wants visibility, control and a frictionless experience. That’s especially true when the item is large and heavy, or needs installation, like an appliance, or heavy fitness equipment. Someone needs to be home to take delivery."
“We’re giving retailers and consumers high-tech control over the delivery," he added. "The consumer clicks through online, and our technology platform powers the process in the background. It’s a major advancement that improves the consumer experience. We’re continuing to develop new technology for last mile and our other lines of business, to keep innovating for our customers."