TranSend proof of delivery (ePOD) app and route planning – Retail

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Perfect Home retailer

Perfect Home

PerfectHome has selected TranSend ePOD and integrated route planning to provide an automated delivery management system that will replace paper processes, optimise the use of their drivers and vehicles, provide real-time visibility of the delivery operation and enable pro-active communication with stores and customers.

PerfectHome is a household goods retailer offering quality products to customers through weekly, fortnightly or monthly payment options with 70 stores in high streets and shopping locations across the UK.

They needed a system to plan and track deliveries at order detail level, including key data such as customer details, locations, product information, special instructions and time-windows – as well as any product-specific attributes.

TranSend are supplying tracking, electronic proof of delivery (ePOD), route planning, optimisation and compliance for their fleet of 45 vehicles operating from their national and local warehouses.

Individual orders will be passed from their Open-Retail ERP system and TranSend will handle the route building, planning and optimisation. In addition, route compliance, will monitor the actual route against plan for assessment and driver debrief.

The TranSend ePOD app will be deployed on Android smartphone devices and will provide drivers with their route for the day with step-by-step instructions for each stop, including signature capture and recording of any events or exceptions as they arise. Deliveries will be GPS-tracked with the system highlighting any delays. Pre-delivery text alerts are to be sent to the customer or store automatically when the vehicle is a pre-defined distance away.

Once out on the road, data captured by the TranSend app will provide the back office with complete, real-time visibility of each route, highlighting any events and exceptions as they occur, which means that PerfectHome can respond quickly.

Jeannette Davies, New Business and Logistics Director at PerfectHome, comments:

“We have selected TranSend to enable us to better plan, manage and monitor our store and customer deliveries and provide a more efficient and proactive service. TranSend offers us an integrated route planning and proof of delivery system with the flexibility to support business growth and handle any changes required in the delivery process workflow”


About PerfectHome:

PerfectHome is a household goods retailer offering quality products and choice to customers through weekly, fortnightly or monthly payment options. Established in 2006, PerfectHome has opened 70 stores in high streets and shopping locations across the country. PerfectHome was proud to achieve formal accreditation from the Living Wage Foundation in September 2014. As a member of the Retail Leadership Group of the Prince’s Trust, PerfectHome has provided work placements within its stores for young people and makes a regular donation to support its work.



Brighthouse, the leading UK rent-to-own retailer, is using TranSend ePOD from to manage deliveries and collections between its depots, stores and customers to improve customer service and drive down operational costs through automating processes.

TranSend ePOD allows Brighthouse to control what goods are delivered and collected, where and when, and by which vehicle. Real-time tracking of deliveries and collections allows them to react to exceptions, including non-delivery, providing drivers and back office staff with automated updates via Motorola MC65 rugged PDA devices.

"The TranSend solution will quickly deliver benefits to the business. With TranSend ePOD, we have full visibility of delivery activity across the business. We can already see that the system has brought efficiencies to the delivery operation, including tighter control over customer claims and delivery route changes. With multi-dimensional real-time data, we can more pro-actively manage our interaction with the customer”.

Mike Dyde, Project Manager at Brighthouse

This ePOD project will integrate processes and systems for route planning and customer orders, to help control operational costs, reduce damage claims and eliminate unnecessary paperwork and telephone calls. A pilot project at the Brighthouse Wakefield branch has already demonstrated significant operational and management benefits:

  1. Drivers spend less time in re-sequencing routes, handling manual run sheets and calls with the office.
  2. Damages and non-deliveries by reason are recorded electronically in real-time with production of each POD including photographs and notes
  3. Customer queries are handled immediately, without the need to call the driver.
  4. Delivery service questionnaires are completed at the customer delivery point eliminating the need for follow up telephone calls and manual data entry.
  5. Built-in reports and enquiries aid performance monitoring of the delivery operation.

About BrightHouse:

BrightHouse Ltd is the leading UK rent-to-own retailer. They provide high-quality, branded products to credit-constrained customers, through affordable weekly payments. With revenues of £227 million and 204,000 customers, they operate from more than 240 retail stores nationwide.

Find out more about TranSend for Retail

wickes home delivery

Wickes Enhance Home Delivery Service Levels and Reduce Operating Costs by £250,000 per year with TranSend ePOD, Vehicle Tracking and Performance Management Solutions.

Wickes is one of the UK’s favourite home improvement retailers. As part of the Travis Perkins Group, its stores appeal to serious DIY customers who carry out more complex projects, and tradesmen who undertake general repairs, maintenance and improvement projects for households. These customers are more demanding in terms of service, quality and price. Wickes operate 195 stores across the UK, all offering a range of kitchens and bathrooms, which are sold through in-store showrooms supported by their Home Delivery operation.

Customer Service is Key

As a successful and growing business, Wickes recognised the need to introduce electronic, integrated operational systems in order to streamline the management of their Home Delivery process, as well as further enhance their customers’ experience in terms of being able to offer more specific, timed delivery slots and joined-up handling of doorstep delivery and queries more efficiently.

The original project focused on Electronic Proof of Delivery (ePOD) but was extended to include GPS tracking and vehicle telematics on the home delivery fleet Rob Ivers , General Manager of Wickes Home Delivery Network, was involved in selecting TranSend Solutions:

“The final decision on supplier was based on site visits and pricing. The TranSend ePOD solution did exactly what they said it would do. We have achieved major customer service enhancements from having instant, online access to customer delivery information and we can react more quickly and intelligently to customer queries. The tracking functionality means that we can also better manage customer delivery expectations and take pre-emptive action where necessary”


Reduced Operating Costs and Improved Efficiency

Through a fleet of 60 vehicles and a national distribution network of 8 depots, Wickes makes some 150,000 deliveries per year and, at its peak, delivers a kitchen every 3 minutes.

The introduction of real time electronic proof of delivery at Wickes has resulted in a 20% cut in the number of claims for incomplete delivery due to a much higher level of information accuracy – previously they did not have sufficient information from point of delivery to be able to investigate claims effectively. ePOD from TranSend manages the whole delivery and collection process, including scanning and exceptions, running on Motorola MC9000 series handheld mobile computers and Zebra handheld printers installed in all delivery vehicles.

The ePOD solution from TranSend gave us the platform to be able to check claims, confident in the proof of delivery information received. In practical terms this has saved Wickes around £250,000 per year. Wickes handle over 3000 deliveries each week which, with our previous paper-based system, was an administration nightmare. The ePOD solution has transformed the way we handle claims or queries and also reduced the man-power required.

General Manager, Wickes Home Delivery

Delivering Real Business Benefits

For Wickes, this has provided dramatic cost savings and, as importantly for them, established a platform to more effectively manage their business growth going forward through the integration and visibility of system information.

Rob Ivers explains:

“One of the benefits of working with TranSend Solutions is that they really are a ‘one-stop shop’. It was great not to have to deal with multiple suppliers and integration teams. TranSend’s CIS (Communications and Integration Server) provides complete business data integration and their ‘can-do’ attitude certainly helped us to achieve our business system goals.”

For the future, Wickes are considering how they may further streamline their business systems to provide self-service access to customer delivery information.

Rob Ivers concludes:

“The functionality provided by the integrated ePOD and tracking systems from TranSend Solutions means that we can now actively explore the next steps in developing our business systems to provide the ultimate in customer service.”

JD Sports store delivery

Working with delivery management system specialists, TranSend Solutions Ltd, JD Sports has implemented TranSend ePOD for store delivery management on Zebra TC55 devices.  The system provides real-time tracking of stock outside the depot – to and from stores – and secure stock tracking using vehicle seal codes, driver, carton and store manager ID scanning.

As well as reducing delivery turnaround times and providing a more efficient service to stores, they have:

  • increased the percentage of stock moved quickly between stores using ‘Fast-track’ inter-branch transfers (IBT),
  • reduced the paperwork and manpower involved in stock re-allocation,
  • reduced returns losses and improved stock accuracy across the business with 360o visibility of the delivery process.
“We are already seeing the benefits in operational efficiencies and cost savings to our business, including faster consolidation of stock for improved movement around the country and more secure stock tracking to reduce losses. TranSend provides us with valuable, real-time information and visibility of our delivery operation using our own performance measures and working practices to better manage exceptions including shortages, vehicle security breaches and missed delivery windows. This enables us to focus on areas that will make a real difference to our bottom line.”

Tim Edwards, Loss Control Director at JD Sports

The Challenge – Tracking stock in transit, deliveries and returns

In the fast-moving fashion retail industry, JD Sports need to meet customer demand, respond to regional variances and move slow moving lines from one area to areas with higher sales potential – essentially have the right product in the right place at the right time to realise maximum sales margin across all product lines.

Once stock has left the depot, there can be a time lag between being booked in at individual stores and becoming visible on the WMS system, even though it may have been delivered.

In order close this loop and to speed up and streamline the stock transfer process between outlets, JD Sports recognised the need for a sophisticated, but easy to use ePOD solution that would provide an effective audit trail, including stock tracking in transit and proof of delivery information from the distribution hubs to stores and back again, as well as inter-branch transfer of stock (IBT).  From previous system trials, JD Sports had also identified the need for more rugged PDAs, fit for purpose in a retail delivery operation.

Tim explains further:  “Certain products sell well in some parts of the country but not in others – so we wanted to be able to recognise that quickly and react.  We don’t want to have to go back to the distribution centre because it’s very labour-intensive, it can slow the return and then dispatch of that product out again.  In effect, the new software has a merchandising role: by increasing the number of ‘fast track’ inter-branch transfers we have forecast significant additional sales revenue per annum by having the right stock in the right place at the right time”.

The Solution – integrated ePOD and Tracking

JD Sports implemented the TranSend ePOD solution running on rugged hand-held devices to provide an integrated back office and mobile PDA system with automatic updates to their WMS system.   By innovative use of real-time PDA-based mobile technology, JD Sports have been able to address three parallel requirements:

  • Secure product receipting and proof of delivery
  • Real-time stock visibility both in-transit and at store
  • Tracking drivers and vehicles against routes

Prior to the system roll-out, stock delivered to individual store locations was not visible in the back office WMS system until physically booked in by staff at each store.  With TranSend, as each delivery is scanned off the vehicle, stock information on the WMS system is automatically updated.  Where store deliveries were previously checked off manually, now each carton can be scanned off the vehicle, in any order, resulting in a much faster turnaround time and elimination of any dispute over goods being received or returned.  Drivers no longer have to wait for store staff to become available to receive deliveries since, with TranSend, the store manager is alerted as the driver reaches a specified distance from the store.  By using co-ordinates rather than postcodes for navigation, drivers are presented with more accurate delivery point information.

JD Sports no longer have to handle returns through a delivery hub and re-process for delivery to others stores, since stock can now be automatically re-allocated and transferred directly from one store to another – ‘fast track’ IBT – which improves stock availability where it is needed, to maximise sales and minimise unsold stock.

Tim expands: “We no longer have cartons disappearing from view and, with a full audit trail of scanned cartons at any stage of the delivery and collection process, store staff are freed up to focus on selling rather than looking for missing stock. More accurate stock visibility and faster movement between stores has reduced the amount of markdowns and buffer stock required.”

In terms of information visibility, management and operational teams previously had to wait until the driver returned to depot to see if deliveries were made against the planned route and time scheduled and if there were any shortages.  Now the team back at base can view real-time information on delivery status. This means that they can be more proactive in managing and re-scheduling deliveries as necessary and respond quickly to store delivery queries and any exceptions flagged by the TranSend system.

Tim remarks on the benefits: “We can now see exactly what is happening today, in real time and then run end-of-day reports for review.  In addition, by analysing the data over a period of time, we can review our route planning and timings and investigate specific trends e.g. consistently late deliveries to a particular store, which may be due some stores needing a longer turnaround time down to access by stairs, etc.”

The TranSend system combines a number of functions normally requiring multiple devices – satnav, vehicle tracking, secure ID, electronic proof of delivery and driver security – operated via a single, rugged hand-held device.

The hosted system includes a reporting suite which uses the latest web technology, enabling secure access from any internet-based PC.

The drivers and back office staff at JD Sports have found the TranSend system intuitive and easy to use, which has enabled a smooth roll out and fast system go live.  Within 3 months of placing the order, TranSend was live across and adding value to the business.

Tim continues: “TranSend is an innovative and exciting product to use for both drivers and back office users. Drivers have a single rugged hand held device that provides detailed instructions and records activity and all information is immediately visible to transport management, warehouse, security and delivery helpline teams. It adds real value to the business by eliminating manual and paper processes and speeding up inter branch stock transfers”.

The Business Value

As a result, JD Sports now have complete visibility of the whole distribution operation – where and when stock has been dropped or collected, where it is in transit, shortages and returns, vehicle and driver location.  They have also speeded up delivery turnaround times and the movement of stock between stores resulting in increased revenue from maximising stock availability.

  • Improved stock accuracy – the new process flags any discrepancy immediately, enables faster re-allocation of stock between stores, helps with replenishment planning and reduces manual stock checks.
  • Reduced stock holding – faster stock movement means they can sell as much as possible of each product line and maximise sales margins.
  • Reduced operational costs – less manpower and time involved in the delivery process and re-allocation of stock between stores; more efficient use of vehicles and drivers
  • Secure delivery – real-time alerting of exceptions in the delivery process through use of vehicle seal codes

Tim concludes:  “The team at TranSend Solutions really understood what we required and demonstrated a real commitment to get us up and running within 3 months from signing the contract.   They managed the testing and roll-out phases to ensure that all users had a good experience from day one”.

JD Sports 


Extract from article in m.logistics magazine issue 61:  Retail Distribution

Route Compliance provides additional cost savings

“Companies investing in a route optimisation system often fail to recognise the additional cost savings that efficient routing can provide when combined with a route compliance system”, says Anthony Munro-Martin, a director at TranSend, whose route compliance system is part of its ePOD solution.

“It helps identify operational non-compliance and validates the real-life accuracy of routing planning parameters such as travel speeds, opening/closing times and unloading rates.”

Sports retailer JD Sports is one advocate. As Tim Edwards, the company’s loss control director, explains:

“We can now see exactly what is happening today in real time, and then run end-of-day reports for review. In addition, by analysing the data over a period of time, we can review our route planning and timings and investigate specific trends, such as consistently late deliveries to a particular store, which may be due to some stores needing a longer turnround time because of limited access.

“TranSend provides us with valuable, real-time information and visibility of our delivery operation, using our own performance measures and working practices to manage exceptions better, including shortages, vehicle security breaches and missed delivery windows.”


Delivery Asset Tracking enables accurate customer billing

Retail distribution uses a lot of assets including roll-cage, containers, pallets and totes, which can be hidden cost if not proactively managed. TranSend’s Munro-Martin points out: “Knowing what assets are with which individual customers can be highly complex, and it is essential to be able to report the end-of-month balance of these assets for collection or charging purposes.

Palmer and Harvey, for example, use cages valued at over £100 each, representing a six-figure investment sum to the company each year. Using TranSend Delivery Asset tracking, they now have accurate real-time data on cages delivered to and collected from each site, which allows accurate billing to customers.”


Read full article in m.logisitics magazine




Find out more about TranSend mobile delivery management solutions for Retail