Case Study: Furniture Retailer
Dusts off Delivery Service

Design Within Reach

• Design Within Reach (DWR) is the source for authentic, fully licensed, classic designer furniture. The furniture is manufactured by companies holding the original design such as: Herman Miller, Knoll, Cassina, Fritz Hansen, Stua, and Cherner Chair Company.

The Challenge

• DWR offers its customers several delivery options. The company’s premium “White Glove Delivery” service professionally delivers and assembles merchandise at a convenient time and location within the customer’s home.
• The White Glove Delivery service was underperforming. Customers were complaining that the delivery agents were neither providing the expected level of service nor meeting the requirements for professional demeanor. Also, merchandise was not properly protected in-transit, leading to increased customer returns.

Tompkins' Role

• Facilitated a series of meetings with DWR leadership to redefine the White Glove Delivery service offering.
• Conducted a selection process with existing service providers and potential candidates to establish the redefined set of expectations and negotiate pricing.
• Examined and standardized internal processes and service provider coordination practices, and developed new metrics.
• Analyzed and updated pricing for the rebranded White Glove Delivery service.
  

The Results

• Project results are expected to increase sales, improve margins and increase customer satisfaction.
• DWR’s staff has clearly defined processes for managing the White Glove Delivery service both internally and via its service providers. In turn, customer complaints and returns due to damage have decreased.