White Goods Supplier Awards Five-Year Extension

9th June 2016

Logistics BusinessWhite Goods Supplier Awards Five-Year Extension

CEVA Logistics has been awarded a new five year extension to its UK contract with high-end domestic appliance manufacturer, Miele.

The contract, worth $5.5 million per annum, extends a partnership between the two companies which commenced in 2004 and covers a wide spectrum of delivery functions. A two man, white glove home delivery service to the room of a customer’s choice, minor installation and introduction of product functionality as well as removal of old machines are included in the contract.

CEVA provides Miele with a full suite of back-office services including the booking in of all home deliveries to customers which can be up to 1,000 per week.

“Our aim in providing this service to Miele is very simple”
, states CEVA’s Executive Vice President UK, Ireland and Nordics, Michael O’Donoghue: “We wish to offer them the most professional white goods delivery service in the market.”

Over the last 11 years the partnership between the two companies has changed and grown considerably as Miele moved from being a retail only business to a full retail and home delivery service. Through introducing new initiatives throughout the time they have worked together CEVA has supported Miele’s business objectives and future growth plans.

Miele is able to measure the success of the contract through a newly developed bespoke KPI suite especially developed for them, with enhanced customer surveys and the use of Net Promoter Scores to measure the customer experience.

Adds David Pearce, Miele’s Supply Chain Manager: “Miele are delighted to extend our longstanding relationship with CEVA. Having been through an extensive tender process we are confident that the new initiatives being implemented will enhance the customer experience for retail deliveries and home deliveries, and will form a major part of our plans for a successful future.”

Eight additional Miele liveried trucks will be entering the CEVA fleet to support the new contract, along with the use of PC tablets by drivers for proof of delivery, customer demonstration and vehicle tracking.