How Vietz deploys service vans for an optimal customer experience

Vietz is known for its personal service and premium approach to e-bikes and speed pedelecs. To pick up and deliver bikes across the Netherlands, Vietz uses specially equipped service vans. Thanks to their modern workshop and replacement bikes, customers are assisted quickly, ensuring a seamless and optimal cycling experience.

Challenge

The logistics planner at Vietz faces a complex task. Efficiently picking up bikes for repair while delivering new bikes requires careful coordination, with a customer base spread across the entire country.

Vietz places great importance on fast service, so customers can receive their new or repaired bike as quickly as possible. At the same time, it is crucial to make optimal use of the service vans’ capacity, helping to reduce operational costs and limit the number of trips.

Additionally, Vietz wanted to reduce the number of phone calls and emails through more streamlined communication. The ad hoc calling and emailing of customers to schedule appointments consumed a lot of time each day, taking attention away from other important tasks.

“Movetex offers us the opportunity to guarantee a fast service to our customers by using their smart planning. Moreover, they provide great and excellent service.”Jesley, Aftersales, Vietz Herveld

Solution

Through the interface with Cyclesoftware, all pick-up and delivery orders are received in real time in Movetex. These orders are automatically enriched with relevant planning information based on predefined rules.

The software advises the planner on the most efficient way to schedule a new order within the existing routes of the drivers. It takes into account who is available, the skills of the drivers, the location of the task, and the order of previous appointments. The planner can schedule the task with a single click and send a confirmation to the customer.

If a planned task is canceled, the system can quickly add a new pick-up or delivery to the route. It automatically determines which tasks fit most efficiently, minimizing extra kilometers for drivers and keeping the schedule optimized.

The evening before, customers automatically receive a track-and-trace link, allowing them to follow their delivery or pick-up in real time. This reduces ad hoc calls to the back office and improves the customer experience.

Results

By implementing Movetex, strategic KPIs were effectively addressed:

• Efficient Planning: Automated and optimized planning proposals save Vietz time and reduce the number of kilometers driven.
• Cost-Effective: Reducing driving time and fuel consumption leads to lower operational costs.
• Better Resource Allocation: Drivers with the right skills and availability are optimally deployed, resulting in higher productivity.
• Improved Customer Communication: The ability for customers to track deliveries via track-and-trace reduces uncertainty and increases satisfaction.