Fast and effective
In 2019 Leen Bakker started a pilot with home delivery of volume orders such as sofas, box springs, laminate and garden furniture. Successfully. The test resulted in higher customer satisfaction. The retailer then decided to carry out a large part of all two-man deliveries in-house. Leen Bakker indicates that this gives him more control over the delivery process, so that a qualitatively better delivery can take place that meets the expectations of customers.
Leen Bakker wants to unburden the customer through fast, reliable deliveries at the time slots chosen by the customer. The discounter has therefore renamed the new service “Last Smile”. An important role in this is reserved for the deliverers. Therefore, before they hit the road, they are trained internally. The emphasis of this training is on product knowledge and customer contact. Leen Bakker now employs more than 50 professional deliverers.
Our own delivery service is part of the company’s growth plans. “The expectation is that the online turnover and volumes will continue to increase in the coming years,” says the retailer. “We are adapting our service level to this, so that our customers can continue to enjoy carefree delivery of their order.”
About Leen Bakker
‘The Dutch Leen Bakker wants to be the brand for everyone when it comes to beautiful, functional and affordable living. The basis for this was laid by Cornelis Bakker. His textile shop in Rotterdam grew in almost a century into one of the largest and best-known home furnishing companies in the Netherlands and Belgium. More than 2,300 employees work before and behind the scenes to realize the mission: “everyone has a home!” Leen Bakker mainly focuses on the two most important areas of the house: the living room and the bedroom. Leen Bakker is part of Gilde Equity Management. ‘
(bro: Leen Bakker)