High quality delivery proves key in contract win

The decision is designed to provide its customers with improved convenience and choice and forms part of the company’s commitment to exceeding the customer’s expectations.

Products include a range of rowing machines that weigh up to 317Kgs, as well as indoor cycles, cable machines and wall bars under the NOHrD brand. They are designed not be hidden away but to look at home in any stylish room. ArrowXL will be responsible for all deliveries to both homes and commercial premises nationwide and will bring the item to the ‘room of choice’, unpack, position it and remove the packaging.

Deliveries will be undertaken Monday to Saturday with a two-hour delivery window that is fully traceable via the AskAXL App communicated to the customer ahead of delivery. This is reduced to a 30-minute delivery window dynamically ahead of a pre call from the delivery team.

Ben Duggan, WaterRower UK sales director, said: “Our products are extremely special and high end and every aspect of our service must reflect these standards and that includes delivery. This was not the case last year with poor tracking and delivery failures resulting in customer complaints and negative feedback on review sites such as Google and Trust Pilot. In addition, managing the sub-standard delivery process was becoming a drain on our customer service resources. We have therefore taken the decision to partner with a specialist that has the right experience and expertise and can be relied upon to share our customer service ethos.”

Craig Kavanagh, ArrowXL sales director, said “We are now seen as one of the most trusted two-person delivery specialists in the UK, with a range of service options designed to deliver a fantastic customer experience such as live tracking, room of choice, and the option for customers to schedule their own delivery. WaterRower is a prestigious name to add to our portfolio and we are confident that we can fully support this area of their business.”