James Frew Increases Customer Appointment Completion Rates with Descartes’ Customer Engagement Platform

Rhea-AI Summary

Descartes Systems Group announced that James Frew, a British integrated property services company, has successfully implemented Descartes' customer engagement solution to improve property access rates for service appointments. Within the first year, James Frew saw a 4.1% increase in completed social housing appointments and a 3% increase in private service appointments, resulting in over 4.6% cost savings by reducing repeat appointments.

The solution automates customer communication through SMS messages, confirming appointments 24 hours in advance and notifying customers when technicians are en route. An online portal allows customers to book and modify appointments, as well as track them in real-time. This integration has improved customer service transparency, operational efficiency, and overall customer experience for James Frew.

Positive

• Increased social housing appointment completion rate by 4.1%
• Improved private service appointment completion rate by 3%
• Achieved over 4.6% cost savings by reducing repeat appointments
• Enhanced customer service transparency and operational efficiency
• Implemented real-time appointment tracking for customers

Negative

• None.

LONDON and ATLANTA, July 23, 2024 (GLOBE NEWSWIRE) -- Descartes Systems Group (Nasdaq:DSGX) (TSX:DSG), the global leader in uniting logistics-intensive businesses in commerce, announced that British integrated property services company James Frew is using Descartes’ customer engagement solution to improve social and private property access rates for its service technicians to complete customer appointments. Within the first year of deployment, James Frew completed over 4.1% more scheduled social housing service appointments and over 3% more private service appointments, equating to over 4.6% in cost savings by mitigating the need for repeat appointments.

“At James Frew, we continuously look to embrace innovative technology to ensure we meet our customers’ expectations,” said Gordon Mack, Head of Operations at James Frew. “Prior to implementing Descartes, our completion rate for social housing jobs was approximately 75%, which is a direct consequence of technicians not being able to access properties. Since implementing Descartes, access rates for these customers have increased and, by removing manual intervention from the process of scheduling and rescheduling appointments, we’ve unlocked additional customer service and operational efficiency benefits.”

Customers booked for a service appointment in James Frew’s job management system receive an automated SMS message from the Descartes’ solution to confirm the appointment time 24 hours in advance. A second automated message follows when the service technician is on the way. In addition to automating customer communication, the integration between Descartes’ customer engagement platform and the company’s job management system delivers customer service transparency, improves operational efficiency and enhances the overall customer experience. Additionally, customers in both social and private housing can book and amend service appointments through an online portal and track their appointment in real-time.

“We’re delighted that James Frew has enhanced customer service by increasing access rates to both social and private properties following the implementation of Descartes’ customer engagement solution,” said Gary Taylor, VP Sales, EMEA, Descartes. “Customers expect service appointment choice, visibility and reliability and the Descartes’ solution helps service-driven organizations meet these needs by automatically keeping customers in the loop before, during and after their appointment. This helps companies realize productivity gains and operating efficiencies by driving down no-access rates, reducing follow-up phone calls, and streamlining the customer feedback process.” 

About James Frew

James Frew Ltd. was formed in 1911 by the great grandfather of the present Managing Director, Roddy Frew. The firm is now one of the largest privately-owned integrated property services companies in Scotland, providing integrated property solutions, including plumbing, heating, mechanical services, electrical installation, gas maintenance, construction, renewables and property upgrade services for the public and private sector. For more information, visit www.jamesfrew.co.uk.

About Descartes

Descartes (Nasdaq:DSGX) (TSX:DSG) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, security and sustainability of logistics-intensive businesses. Customers use our modular, software-as-a-service solutions to route, track and help improve the safety, performance and compliance of delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; access global trade data; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world’s largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com, and connect with us on LinkedIn and Twitter.

Global Media Contact
Cara Strohack
Tel: +1(800) 419-8495 ext. 202025
cstrohack@descartes.com

Cautionary Statement Regarding Forward-Looking Statements

This release contains forward-looking information within the meaning of applicable securities laws (“forward-looking statements”) that relate to Descartes’ routing, mobile and telematics solution offerings and potential benefits derived therefrom; and other matters. Such forward-looking statements involve known and unknown risks, uncertainties, assumptions and other factors that may cause the actual results, performance or achievements to differ materially from the anticipated results, performance or achievements or developments expressed or implied by such forward-looking statements. Such factors include, but are not limited to, the factors and assumptions discussed in the section entitled, “Certain Factors That May Affect Future Results” in documents filed with the Securities and Exchange Commission, the Ontario Securities Commission and other securities commissions across Canada including Descartes’ most recently filed management’s discussion and analysis. If any such risks actually occur, they could materially adversely affect our business, financial condition or results of operations. In that case, the trading price of our common shares could decline, perhaps materially. Readers are cautioned not to place undue reliance upon any such forward-looking statements, which speak only as of the date made. Forward-looking statements are provided for the purposes of providing information about management’s current expectations and plans relating to the future. Readers are cautioned that such information may not be appropriate for other purposes. We do not undertake or accept any obligation or undertaking to release publicly any updates or revisions to any forward-looking statements to reflect any change in our expectations or any change in events, conditions or circumstances on which any such statement is based, except as required by law.

FAQ

How did Descartes' customer engagement solution improve James Frew's appointment completion rates?

Descartes' solution improved James Frew's appointment completion rates by automating customer communication through SMS messages, confirming appointments 24 hours in advance, and notifying customers when technicians are en route. This resulted in a 4.1% increase in completed social housing appointments and a 3% increase in private service appointments.

What cost savings did James Frew achieve using Descartes' platform (DSGX)?

James Frew achieved over 4.6% in cost savings by implementing Descartes' customer engagement platform. These savings were primarily due to the reduction in the need for repeat appointments, as the solution improved property access rates for service technicians.

What features does Descartes' customer engagement solution offer to James Frew's customers?

Descartes' solution offers James Frew's customers an online portal to book and amend service appointments, real-time appointment tracking, automated SMS appointment confirmations, and notifications when service technicians are on their way.

How has Descartes (DSGX) improved James Frew's operational efficiency?

Descartes has improved James Frew's operational efficiency by automating customer communication, integrating with their job management system, and providing an online portal for appointment management. This has reduced manual intervention in scheduling and rescheduling, leading to increased productivity and streamlined operations.