B2B Distributors Improve Delivery Service with Customer Engagement
Today’s customers expect convenience, transparency, and speed. Distributors are turning to digital customer engagement strategies to bridge the gap between delivery operations and exceptional service. Whether delivering premium proteins to fine-dining restaurants or critical materials to construction sites, companies are recognizing that digital customer engagement is more than just a service feature.
Regardless of the industry, keeping customers informed throughout the delivery journey is a critical part of building trust and maintaining service levels. A strong customer engagement strategy can do more than just enhance the customer experience, it can streamline communication, reduce ETA-related calls, and gather valuable feedback.
Features like real-time order tracking, direct communication with drivers, and user-friendly self-service tools empower customers with the visibility and control they expect. Resulting in fewer missed appointments, reduced inbound calls, improved customer loyalty, and a meaningful competitive edge.
Below are examples of how two distribution leaders are leveraging Descartes solutions to transform their customer engagement strategy and last mile operations.
Halperns’ Reduces ETA Calls with Digital Customer Engagement Tools
Halperns’ Steak & Seafood, a premier distributor of center-of-the-plate proteins, needed a way to streamline communication and reduce friction in its delivery operations. With seven facilities and a fleet of 250 trucks servicing 28 states, the company had long relied on manual processes and fragmented communication, leading to inefficiencies and a high volume of “Where is my order?” (WISMO) calls.
Limited visibility into delivery status created ongoing challenges for sales reps, drivers, and support staff, often resulting in delays and miscommunication. To address this, Halperns’ implemented Descartes Customer Engagement™, equipping teams with real-time order tracking, ETA notifications, and tools for direct communication.
Key Operational Improvements:
- Direct communication between drivers and sales teams
- Increased visibility through automated notifications and real-time tracking
- Significant drop in ETA-related emails and calls
- Faster delivery adjustment resolution
“With Descartes Customer Engagement, our sales team has real-time order visibility, reducing ETA calls and freeing up valuable resources. Drivers also benefit from direct access to sales contacts, ensuring smooth deliveries.”
— Patricia Carlsen, Halperns’ Steak & Seafood
Gain more insights by reading Halpern’s full case study. Or If you want to see Descartes Customer Engagement in action? Try our demo
SRS Uses Digital Customer Engagement to Stand Out in Building Supply Distribution
SRS Distribution, a leading distributor of roofing and building materials in the United States, set out to stand apart from competitors by creating a fully digital, customer-centric delivery experience. Using Descartes route planning and mobile solutions, SRS introduced real-time delivery tracking, digital documentation, and photo-based proof of delivery. These tools helped streamline communication, reduce delivery disputes, and improve overall service accuracy.
The enhanced delivery process offers complete visibility from dispatch to final delivery. Drivers capture key photos at the job site, including proof of delivery, Occupational Safety and Health Administration (OSHA) compliance, and site conditions. This visual documentation supports greater accountability, minimizes service issues, and protects against property damage claims.
Key Improvements:
- Photo documentation to confirm delivery accuracy and job site conditions
- Fewer customer service inquiries related to order status or discrepancies
- Visual records that help protect against property damage claims
- Stronger brand differentiation in a competitive market
"We take pre- and post-job site photos to ensure that we didn’t do any damage and to help reduce claims. Having proof of delivery in place has allowed us to refute false claims and verify exactly what was delivered, when, and where."
— Kris Hignight, SRS Distribution
Conclusion
Digital customer engagement is transforming how distributors connect with their customers, helping reduce delivery friction, lower service costs, and strengthen long-term relationships.
While visibility and communication are key components, digital engagement goes further by enabling a more proactive, efficient, and customer-focused delivery experience. With tools like real-time tracking and proof of delivery, Descartes Customer Engagement helps teams work more effectively while delivering the level of service today’s customers expect.
Want to see Descartes Customer Engagement in action?
Try our demo.
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