The Container Store is upgrading its home delivery offering with help from a third-party platform.
The home storage and organization products retailer is in the early stages of a planned national rollout of last-mile delivery service Dolly. The Container Store launched Dolly in spring 2018 with a small pilot in Denver.
“We had no delivery service of our own in Denver,” said Paul de Freitas, director of store operations for The Container Store, during a conversation with Chain Store Age. “But we had been providing an installation service for about 15 years. The outside delivery service we were using was a transient business; keeping drivers on staff and having them learn our business was proving challenging. We wanted a delivery alternative that would produce a better service experience for the customer.”
When The Container Store initially rolled out Dolly, it did not integrate any of the delivery provider’s technology. The retailer partnered with Dolly through the company’s website and app.
“We sold Dolly delivery services as a partnership,” said de Freitas. “We did not do booking for them, we were removed from the service side. Delivery is not our core competency – we are a retailer.”
This approach meant that initially, The Container Store did not use the Dolly retail console, a store-specific website that enables store staff and management to receive alerts when a customer makes a booking with Dolly.
Click here to read the full story in RIS’ sister publication Chain Store Age and uncover how the new partnership has helped The Container Store take its customer service to the next level.