Alert Level Procedures from 28 Feb 2021

On Saturday 27 February 2021, after 9pm, Prime Minister Jacinda Ardern and, Director General of Health, Dr Ashley Bloomfield, announced that Auckland would be entering Covid-19 Alert Level-3 from 6am, 28 Feb 2021, for 7 days, with the remainder of the country operating under Level-2. 

Under Alert-3 and Alert-2, Transfervans will continue to operate using safe distancing using the process below.

Customer Advisory Covid-19

Transfervans believes that the safety of the public and our teams are paramount. Should the government believes that an extension is required, then these procedures will apply until all areas revert to Alert Level 1.

Please Maintain Physical Distancing

Please remain at least 2 Metres away from our delivery teams at all times.

Reduced Service for 1-Person Moves

To ensure physical distancing is maintained, our one-person delivery teams will not be able to assist in moving large items

To avoid any risk that the delivery cannot be completed, please have another person from your own bubble present (a total of two) to load and unload the vehicle.

Contactless Delivery

Our moving / delivery team(s) will take photos as part of our contactless Proof of Delivery (POD).

Thank you for your cooperation.

Transfervans Level-3 Delivery Procedure from 15 February 2021

On Sunday 14 February 2021, at approximately 7pm, Prime Minister Jacinda Ardern and, Director General of Health, Dr Ashley Bloomfield, announced that Auckland would be entering Covid-19 Alert Level-3 from Midnight for 3 days, with the remainder of the country operating under Level-2. 

Under Alert-3 and Alert-2, Transfervans will continue to operate using safe distancing using the process below.

Customer Advisory Covid-19

Transfervans believes that the safety of the public and our teams are paramount. Should the government believes that an extension is required, then these procedures will apply until all areas revert to Alert Level 1.

Please Maintain Physical Distancing

Please remain at least 2 Metres away from our delivery teams at all times.

Reduced Service for 1-Person Moves

To ensure physical distancing is maintained, our one-person delivery teams will not be able to assist in moving large items

To avoid any risk that the delivery cannot be completed, please have another person from your own bubble present (a total of two) to load and unload the vehicle.

Contactless Delivery

Our moving / delivery team(s) will take photos as part of our contactless Proof of Delivery (POD).

Thank you for your cooperation.

Contact Phone Number and Flash

Technology changes, and continually evolves.

At Transfervans, we are are building customer centric delivery solutions for our customers using various technologies.

You can:
1) Book online
2) Receive Text Nofifications
3) Track Online
4) With more to come

As an online provider, our systems are geared towards booking online. However, some customers also occasionally call us to ask questions. So today, we hit a little a hurdle.

Our telephone diversion system uses Adobe Flash. Or rather it did!

Adobe Flash is no longer working as of 12 January 2021. Adobe has removed all support, and Microsoft Edge, Google Chrome and Firefox no longer support the Flash plugin from running.

We’ve developed a quick work around so calls can still come through. Should you experience any issues with connection, please email us at [email protected]

Delivery Disruption From Auckland Harbour Bridge Closure

Following damage to the Auckland Harbour Bridge and subsequent repairs, Transfervans experienced a number of disruptions to our delivery service.

Auckland Harbour Bridge
Auckland Harbour Bridge – Closures following damage and high winds

Last week, a support beam on Auckland’s Harbour Bridge was damaged when a gust of wind blew a truck into it, closing lanes for many days.

The disruptions to our customers were minimal and we did not receive any adverse comments. However, if you were inconvenienced, we apologise for these disruptions.

An additional bridge closure this morning at short notice, due to high winds, has adversely affected deliveries for today (29 September 2020).

Due to this short notice, we have been unable to compensate with our delivery routing procedure. We apologise for any inconvenience that this may cause.

The delivery teams will continue to keep customers updated throughout the day, via text.

Level-3 Delivery Process

On Tuesday 11 August 2020, at approximately 9.30pm, Prime Minister Jacinda Ardern and, Director General of Health, Dr Ashley Bloomfield, announced that Auckland would be entering Covid-19 Alert Level Three from 12pm, Noon, the next day (Wednesday 12 August 2020). 

Under Alert-3 and Alert-2, Transfervans will continue to operate using safe distancing using the process below.

Customer Advisory Covid-19

Transfervans believes that the safety of the public and our teams are paramount.

Please Maintain Physical Distancing

Please remain at least 2 Metres away from our delivery teams at all times.

Reduced Service for 1-Person Moves

To ensure physical distancing is maintained, our one-person delivery teams will not be able to assist in moving large items

To avoid any risk that the delivery cannot be completed, please have another person from your own bubble present (a total of two) to load and unload the vehicle.

Contactless Delivery

Our moving / delivery team(s) will take photos as part of our contactless Proof of Delivery (POD). Thank you for your cooperation.

No Shared Devices or Close Contact

Please ensure that there is no direct contact with our delivery team. We’ll take photos to confirm delivery. You will not be asked to sign for deliveries.

Keeping an Eye on NPS Feedback

Transfervans uses customer feedback to provide visibility on performance and customer satisfaction, throughout the customer journey.

We use the Net Promoter Score, a globally recognised metric, to measure a number of different metrics so that we can se trends and address problems.

Transfervans NPS as at 3Aug2020
Keeping an eye on our NPS score is important to improve service levels

We use this data to understand the challenges in the delivery process, and create New Zealand’s most customer centric delivery provider.

It’s always interesting to see how we can do better. But it’s always lovely when some data blips occur, showing our scores for August to be 100. But it’s also interesting to see where we are coming up short, and in which areas.

We’ll keep working hard to do things better. Thank you to all our customers for providing feedback for the deliveries. If you want to make a booking, visit https://transfervans.co.nz

Safe and Non-Contact Deliveries at Alert Level 1

It’s fantastic news that New Zealand has reduced active cases of Covid-19 to 0. Let’s keep it there!

We are delighted that the country can now return to a new normal, but now is not the time to be complacent.

Transfervans is committed to the safety of all delivery teams and the public and believe that the existing safety processes and non-contact deliveries should be extended and shall continue to operate the non-contact delivery methods until at least Sunday 28th June.

Minor updates to the Non-Contact Delivery Process

This is a safety precaution and continues the process that was announced before the lockdown began in March.

Well done New Zealand, let’s stay safe.

When Are Your Deliveries?

Customers want to know when they will receive their deliveries, so we provide text message and email updates throughout the delivery process.

But what about your internal teams? When do they know when to follow up with your customers? Do they have a simple overview that will keep the customer service and operations teams updated?

Business Platform Benefits

Our business platform allows retail staff to book deliveries, review and confirm deliveries and see the same information as your operations team.

 

Transfervans Business Booking Platform showing deliveries
Business Platform Showing Upcoming Deliveries

What visibility do you have on your delivery process?

With an overview of the delivery process, your retail teams can answer any questions that arise in advance of the delivery process. Also allowing your team to contact Transfervans for any changes as required.

We know what works! Contact us at [email protected] to find out more or to sign up.

Lockdown Has Affected Consumer Demand Expectation

With 2020 delivering new challenges to businesses across market segments, now is probably the time to focus on your customers.

What is the most important aspect of a businesses delivery strategy?

If you are in the business of delivering bulky stock, this can be a difficult question to address. This isn’t a courier item that can easily be picked up from a depot if the customer is not home. It requires planning.

So depending on who you ask in an organisation, the strategic focus can be quite different.

For years, Operations Managers have used metrics like “Freight Recovery Rate” to determine the ‘profitability’ of the delivery process, leading to deliveries taking place only when it suited the operational process and ignored consumer demands.It simply wasn’t their job to worry about this and their KPIs tended to encourage ignoring it. This focus diminishing the overall customer experience and eliminating any opportunity for customer retention or return, has its own cost.

Elsewhere, the sales team can ignore the delivery process until the final stages or forget the delivery to the customer isn’t just the final stage in the delivery experience, but also a metaphor for customer satisfaction and the final stage in the sales cycle. Or worse still, feel the fulfilment process as a burden to be ignored.

Whilst at the top, the Senior Management Team curse every lost potential sale due to the tensions between Operational fulfilment and the Sales process, as customers decide that they can’t rearrange their schedule to wait for a delivery that might come in 5-7 days.

Customer Centricity

The drivers a business uses to improve efficiency, must also focus on the consumer and end-user. A focus on customer expectations is important for any business, especially at times when consumers are choosing where to spend their money.

Communication is all important, not just to encourage the the sale, but to create a repeat customer.

That’s why Transfervans includes text message and email updates as standard, improving the delivery experience and ensuring customer satisfaction.

NPS Feedback Ratings Daily
Transfervans NPS Dashboard

Letting the customer know when an item will be delivered is a key driver the consumer satisfaction. It allows improvements to be made and problems to be addressed at the earliest possible state.

Unlike many businesses that use Net Promoter Score as a customer metric, our statistics are as live, with feedback generated at the conclusion of the delivery service per delivery.Business Booking Platform Overview

What will the future hold for business deliveries?

Businesses face some tough challenges moving forward. Will they adapt to and focus, or rely on systems invented decades before. Why wait when Transfervans offers same-day and scheduled deliveries to suit every budget?

We know where we think the focus should be! Contact us at [email protected] to find out more.

Covid-19 – Safety Information for Customers

Customer Advisory Covid-19

Transfervans believes that the safety of the public and our teams are paramount. In order to support all parties, we’ve made a few minor changes to our delivery processes to comply with Covid-19 Social Distancing requirements.

Please Maintain Physical Distancing

Please remain at least 2 Metres away from our delivery teams at all times.

Reduced Service for 1-Person Moves

To ensure physical distancing is maintained, our one-person delivery teams will not be able to assist in moving large items

To avoid any risk that the delivery cannot be completed, please have another person from your own bubble present (a total of two) to load and unload the vehicle.

No Shared Devices or Close Contact

Please ensure that there is no direct contact with our delivery team. We’ll take photos to confirm delivery. You will not be asked to sign for deliveries.

Contactless Delivery

Our moving / delivery team(s) will take photos as part of our contactless Proof of Delivery (POD). Thank you for your cooperation.