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EDX Interview: Why right first time delivery is crucial for Screwfix’s trade customer base


At Screwfix the company’s trade customer base makes efficient delivery more important than ever. Ahead of her appearance at the eDelivery Expo (EDX) which takes place 21-22 March, we caught up with Samantha James, logistics development manager (omnichannel) at Screwfix, to find out more about the role of delivery and why ‘right first time’ is the ONLY option for the business.
ED: Why is efficient delivery so important to Screwfix’s customers?

SJ: “Our core values are all about convenience and helping our customers do their jobs ‘right first time’. Getting the delivery right is a key part of this and supports our trade customers to deliver successful businesses of their own. If we let our customer down, they in turn let their customers down so we have their reputations to protect as well as our own.”

ED: Given your customers’ businesses rely on it how do you ensure you get it right?

SJ: “We constantly strive to be better. It is in our culture to always be looking for any opportunity to make even the smallest change that will benefit our customers. We always chat to our customers to get their feedback and find out what they really want and need from us.”

ED: How are the needs of your customers changing?

SJ: “Our trade customers, and indeed their own customers, are very aware of the multitude of delivery options on the market. Time is money to them and it’s important we make our service as convenient as possible. Every part of the customer journey from ordering to managing the delivery, raising queries and dealing with returns must be serviceable by mobile devices, with ‘right first time’ being the only option.”

ED: How will their needs change further by 2020 and what are you doing to prepare?

SJ: “By 2020, customers will drive the delivery agenda even more so than today, and will reject retailers who do not meet their needs. Our preparation is all about being ‘technology ready’ enabling us to be quick to market with any solutions we want to bring on board.”

ED: What is the biggest change around delivery you see happening by 2020?

SJ: “With the constant growth in the parcels market, and in particular of ‘instant’ delivery, challenges around the amount of delivery vehicles on the road are being raised. While I’d love to see something as exciting as drones changing the market by 2020, I believe the reality is that we will see far more practical solutions, potentially driven by legislation, to address the congestion and environmental impacts that this growth brings.”

Samantha James will be taking part in a panel discussion at EDX. To register for your place at the show click here.

Image credit: Screwfix

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