Exel Direct Launches National "White Glove" Delivery Solution for Eddie Bauer

Furniture World Magazine

Exel Direct, the big-ticket product fulfillment business unit of global supply chain management leader Exel, announced an agreement with Distribution Fulfillment Services, Inc. (DFS), the logistics arm of The Spiegel Group that serves Eddie Bauer and Spiegel Catalog, to provide nationwide residential "white glove" delivery of Eddie Bauer Home® furnishings. Exel Direct will utilize its dedicated national network of 37 distribution hubs in major markets that reach 80 percent of the U.S. population. The announcement comes after a successful pilot test of Exel Direct's "white glove" delivery service for an Eddie Bauer furniture vendor in Los Angeles. DFS reported a significant improvement in overall distribution cycle time and transit time. Bill Terry, senior manager of domestic logistics, DFS, a wholl owned subsidiary of The Spiegel Group, said, "Exel Direct offers a high level of service, which is important to Eddie Bauer and its customers. During our test period, we experienced a reduction in transit time to the customer, and a decrease in customer complaints related to the delivery experience. These two factors largely contributed to our decision to enter into an agreement with Exel Direct. We look forward to a productive relationship of continued service improvements with Exel Direct." By partnering with Exel Direct, DFS gains a full-scale direct delivery network that will provide uniform residential delivery for all Eddie Bauer "white glove" furniture shipments nationwide. Each hub within Exel Direct's network will manage dispatching, routing and confirmation of delivery of "white glove" furniture shipments. Exel Direct will inspect products for damage and prepare them for transport. The company's home delivery specialists will then provide next-day delivery, where they will unpack, install and place the merchandise, and haul away packing debris. Product re-order, pickup, returns and damaged claims also will be handled by Exel Direct delivery specialists. "Our national network is uniquely interconnected to provide consistently high levels of home delivery service in any region, at any time," said George Csehill, director of business development, Exel Direct. "In this way we can bundle multiple markets into one centralized administrative point of contact for our customers, thereby making it easier and more cost-effective for our customers to efficiently offer national home delivery to their customers." He continued, "Our partnership with DFS will enhance the Eddie Bauer customer's buying experience through superb customer service, which entails timely deliveries, courteous and well-mannered delivery specialists, and merchandise that arrives in mint condition."