Auchan Retail has implemented a real-time tracking and notification tool called ‘Welcome Track’ to optimise the quality of deliveries in a bid to increase customer satisfaction and loyalty. The tracking tool enables the retailer to better manage retroplanning, allowing it to be alerted in case of delay or changes to the delivery and therefore enabling them to notify customers of potential issues regarding their order. The adoption of this tool has reduced customer service calls by 20% and led to a gain of 10 points on the NPS of shoppers.

Source: LSA Conso