CEVA Logistics has been awarded a five-year extension to its UK contract with high-end domestic appliance manufacturer, Miele.
The contract, worth $5.5m per annum, extends a partnership between the two companies which commenced in 2004 and covers a spectrum of delivery functions. A two man, white glove home delivery service to the room of a customer’s choice, minor installation and introduction of product functionality as well as removal of old machines are included in the contract.
Under the contract CEVA provides Miele with back-office services including the booking in of all home deliveries to customers which can be up to 1,000 per week.
Over the last 11 years the partnership between the two companies has changed and grown considerably as Miele moved from being a retail only business to a full retail and home delivery service.
Miele is able to measure the success of the contract through a newly developed bespoke KPI suite especially developed for them, with enhanced customer surveys and the use of net promoter scores to measure the customer experience.
Eight additional Miele liveried trucks will be entering the CEVA fleet to support the new contract, along with the use of PC tablets by drivers for proof of delivery, customer demonstration and vehicle tracking.