Proactive Involvement Ensures E-Commerce "Home-Sweet-Home" Delivery Performance

Furniture World Magazine

The catalogue and e-commerce business is booming at a rate that is currently unprecedented. Yet tapping into that market can be a challenge for transportation providers. Demanding schedules must be met, unique requests must be honored and competition has become fierce. Gilbert Home Delivery Corporation, though, has been especially busy in the home furnishings arena. They have become experts at delivering furniture directly to a consumer's home, unpacking the item(s) and placing it where desired, and then removing all the packing materials from the customer's home. They even will go so far as assembling a BBQ, a weight machine or patio furniture – and will also remove old furniture. This deluxe, end-to-end service makes Gilbert a true extension of its customers' customer – manufacturers and retailers of home furnishings. Founded in 1996, Gilbert Home Delivery Corporation is a division of The Gilbert Companies, a fully integrated transportation and logistics company headquartered in Linden, New Jersey. Based in Commerce, Michigan, Gilbert Home Delivery occupies approximately 6,000 square feet of office space for nearly 50 employees. The company also operates a satellite office in Santa Fe Springs, California at its sister company Gilbert West. Leading Carrier: Leading Customers: Some of Gilbert's customers include The Sharper Image, Eddie Bauer, Crate & Barrel, Neiman Marcus, Bloomingdale's By Mail, Furniture.com, and a host of other catalogue and Internet retailers. In 2000, the company expects to garner $12 million in sales. The majority of product that Gilbert Home Delivery transports and delivers is furniture (sofas, beds, armoires, chairs, etc.), as well as exercise equipment and consumer electronics, such as big-screen TVs. Gilbert also services the small office/home office (SOHO) industry, providing delivery and installation of office furniture to residences and small businesses. Because of its superior supply chain management, Gilbert is part of the furniture purchase process – from start to finish. Transit Time: Just One Key To Success: Gilbert credits its success to a number of finely honed skills. The first component is transit time. While most carriers hold items until a truck is full, Gilbert is well prepared to send the item immediately upon notification of its availability. This special customer care means that consumers don't have to wait months or even weeks for a furniture item. In most cases, Gilbert measures its transmit time in just 48 hours, while typical furniture delivery companies measure it in 22 days. This is made possible through Gilbert's commitment to treat furniture delivery with a sense of urgency. As a result, Gilbert is typically delivering furniture in one-half the time that is industry standard. Gilbert strongly believes that these rapid transit times wouldn't even be a possibility without its close relationships with its customers. Unlike other carriers, Gilbert is notified as soon as a retailer or other establishment receives a customer order, whether the order needs to ship in one day or six weeks. As a result, Gilbert can plan ahead, making sure that they can quickly and effectively handle their customers' orders. To keep up with its growing home delivery service – and maintain the high level of customer service its manufacturing and retailing customers demand – Gilbert opened its California facility, a 300,000 square foot warehouse and distribution center for consolidation and cross-docking of furniture deliveries to individual consumers. Gilbert: A Supply Chain Management Expert: In addition, the company has established a controlled distribution 'pipeline,' enabling it to effectively match shipment volumes and destinations. This is unique in the home delivery market – and the results have been outstanding. All of its deliveries are accomplished through the use of an agent consisting primarily of household goods moving and storage companies – or local delivery companies specializing in residential delivery. The beauty of this business model is that Gilbert doesn't need to support an expensive line of equipment. Instead, through their intricate network of transportation providers across the nation, Gilbert can schedule shipments at a moment's notice. To provide its platinum home delivery service, deliveries are made up of a two-person team. Each team comprises experts in a specific type of delivery, such as BBQ delivery and set-up or home exercise equipment delivery and set-up. This ensures the reliability and quality of each delivery, resulting in satisfied customers. Another unique feature of Gilbert's delivery process is its promise to offer customers a four-hour delivery window. In the home and small office arena, this makes a huge difference in satisfaction level. It is these types of extras – and more – that have set Gilbert apart from its competition. Customer Service: Always First: Gilbert is in business to provide superior service to its customers. Period. No excuses. Less successful providers in the premium furniture moving business, however, seem to be paying more attention to realigning their assets – rather than putting their customers' needs first. This result is that the furniture industry is forced to hold goods to fill trucks. This slows down delivery and leads to decreased customer satisfaction. By providing a direct route from catalogue or Internet order to final destination, Gilbert has found an excellent way to set itself apart in this increasingly demanding and competitive transportation environment. Carriers like Gilbert that continue to focus on the transportation basics – delivering furniture in the most streamlined, safe and cost-effective manner possible – will continue to lead the industry. Meanwhile, the numbers of catalogue and Internet customers continue to skyrocket, offering the customer-conscious transportation provider an outstanding avenue for increasing their customer base, as well as their revenue.