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.

Essential Deliveries Only During Alert Level-4

Contactless Banner

The Government has issued further guidance on which companies can remain open during the Level-4 lockdown and has led Transfervans to clarify its position on its availability during this time.

The government has made it clear that:

“Businesses that are a critical part of the supply chain for essential services are also able to continue operating, but must do so in a way that is safe”

Transfervans believes that it has implemented a number of processes which will improve the safety of deliveries for essential workers and industries if required. However, for the safety of everyone, we understand that our delivery service cannot be used for non-essential industries or workers.

MBIE chief executive, Paul Stocks, has also clearly stated:

“Only the businesses absolutely essential to ensure the necessities of life, like supermarkets and pharmacies, can stay open. If in doubt, the business premises should be closed.”

Transfervans will therefore halt virtually all deliveries for both business and consumer customers from 11.59pm (Tonight) Wednesday 25 2020 for at least four weeks.

For businesses that are delivering essential services, and require deliveries to be made, we request that a Director of the business provide a signed letter stating that ‘any delivery requests made during the mandatory government shutdown will be for essential workers and essential services only’.

We further await updates on white-goods deliveries, like fridges, freezers and washing machines, and further updates regarding online ordering from MBIE which may lead to an update to this policy: we will be there for essential deliveries when called upon.

Transfervans is committed to supporting the Government’s measures and essential services during this time. The safety and security of New Zealanders and our visitors is of the utmost importance at this time, that is why “we need as many businesses as possible to close their premises now if our one shot at beating the virus is to be successful”.

Contactless Deliveries – Available for Essentials

For further business information, please contact the team at [email protected]

Noho Tawhiti / Stay Safe

David Nolan
General Manager, Transfervans

Contactless Delivery Solution Implemented

At Transfervans, and our sister company, Transfercar, we understand that many of our clients may be affected by the implementation of measures to combat the spread of Covid-19.

No Contact on Device

Like other businesses tackling this issue, we’re being guided by the Ministry of Health, which recommends reduced personal contact to reduce transmission and to flatten-the-curve. During this time, we continue to expect to meet the demands of the market.

On Monday, therefore, we implemented a new drop-off procedure to minimise contact between the delivery team and your customers: specifically, the delivery provider will no longer hand their electronic device to your customers and will instead verbally take their name and log photos of delivery for verification.

We think this is the right thing to do.

Commitment to Best Practice
Transfervans has established its place as the leading last-mile delivery specialist with continuous year-on-year growth. However, in the short-term, we expect delivery numbers to drop as a result of economic uncertainty and a reduction in consumer confidence.

During this time, Transfervans will continue to develop our customer-centric model and ensure that your customers get the best level of service available. As always, we’re committed to ensuring that we pay our delivery providers on time and are treated fairly.

I am confident of our funding arrangements moving through this time, however, they do rely on timely payments by our clients. With that in mind, please contact us proactively should there be any delays in payments.

Further Steps
We shall continue to improve our processes to ensure that we can continue to support your business, and be there to support you. Please continue to engage with the team as you would normally.

Thank you for choosing Transfervans, and we look forward to providing exceptional service throughout these challenging months. For everyday matters, please continue to contact David Nolan, our General Manager, and the dispatch team.

Thank You and Stay Safe

Brian Karlson
CEO, Nextransfer

Business Delivery Booking Platform Gets a Facelift

Since the inception of Transfervans, we’ve put our customers first. That’s why we are committed to to building the most customer centric delivery platform that there is.

With all the feedback that we have collected. We made come improvements to our business platform which were launched on 9th March 2019.

The goal of this new update is simple:

Transfervans is committed to helping retailers reduce the time spent on managing deliveries by improving the user experience and making the system more intuitive

What’s new?

It’s not all cosmetic with the update, there’s some nifty new features too.

Tracking Page for your Customers

All business deliveries will now have tracking links that you can share with your customers. This means your customers can track the status of their deliveries directly, without the need to contact the driver, your store or our customer service team. 

We shall also continue to use SMS / text message notifications to your customers.

Tracking link will be automatically generated after a booking is made and is found under each job page.

What’s improved?

  1. Dashboard

Design of Booking

This is more than just a fancy re-design, the objective is to help you reduce the time it takes to find all the important information about your upcoming deliveries. So we added:

  • New Tiles to showing your Tracking Deliveries for
    • Deliveries Today, Upcoming Deliveries, and Monthly Completed
      • Click on the tiles to see the deliveries
  • Drop-down: Pickup Location Selection:
    • Select between different location pickups to see what is due for pickup that day
  • Drop-down: Day Selection:
    • You can now select deliveries by filtering by today, tomorrow or all upcoming (All, Today and Upcoming)
  • Clearer job list
    • See your deliveries at a glance
  1. Booking Page

We have added new fields to the booking page to give us a better understanding of the delivery (for flexi-standard customers), provide freight-pricing where available and ensure that deliveries go off without a hitch.

So, to avoid errors and reduce nuisance for you and your customers. We have added:

  • Select any Pickup Location
    • Select from your Site List, or;
    • Add any pickup location
      • useful for one-off pickups from a supplier, or;
      • a return from a customer
  • Authority to Leave options
    • If chosen, customers can specify where they would like their items left.
  • Cartons, Volume and Weight inputs
    • To ensure we send the right vehicle to the job and to provide the best possible pricing, just fill in the details to avoid issues and get the best available pricing
  • Accessories
    • We are happy to deliver a few smaller items at the same time as the large items. We have added this category specifically for those smaller items, usually delivered as no charge.
    • Pop all those pillows into a box, and we’ll deliver along with the sofa
      • Note: only a selected type of items can be categorised as accessories (e.g. pillows, small lamps, covers etc).  Click the “?” next to the title for more details.
  1. Booked Job Page

Once a job has been added, you’ll see the Booked Job Board has had an overview to make details clearer.

Primary information is now more prominent and placed at the top of the page with primary secondary information, such as time of delivery and driver details, highlighted in yellow on the left (or below on mobile device).

Additional details are also available to view at a glance, three categories:

  1. (i.e. Customer,
  2. Pickup / Drop Off Location
    1. Delivery Access Instructions
    2. Delivery / Authority to Leave Instructions
  3. Delivery Items

Transfervans always strives to be the best in the market when it comes to technology and usability. Do you have more feedback?

Contact the team at [email protected]  We’d love to hear from you!

Text Message and SMS Delivery Notification Improvements

Aucklander’s can now get a better delivery experience for bulky items , with the arrival of new SMS notifications, from Transfervans.

Our business was launched as a technology platform to reduce the delivery hassle for retailers and customers alike. By bringing delivery providers together with retailers and customers, we believed we could create an amazing customer centric business.

So recently, we’ve overhauled the text messaging notification system to improve communication for retail deliveries (and made a few improvements to consumer bookings too).

With this rework of the text notification system, we aim to reduce the uncertainty and anxiety for your customers to ensure they are not trapped inside the house, waiting for a delivery.

Based on customer and retailer feedback, we know one big issue that causes anxiety is lack of communication. So this update is about ensuring relevant details are being communicated at the right time.

So what has improved or added?

  • Delivery Arranged
    • Text message advises when when the delivery date will be at the time of booking
  • Expectation Management
    • All messages now advise when customer can next expect communication, thus reducing uncertainty in the delivery process
  • Reduction of Duplicate Messages
    • We’ve made each message more purposeful and meaningful
    • Reminder messages will be sent in the morning of delivery only if not booked same-day
  • Send Delivery Expectation(s)
    • Drivers will advise delivery expectations (Morning or Afternoon), on day of delivery
  • One-Hour Away / On Way SMS Messages
    • Keeping customer’s up-to-date improves customer experience and reduces failed deliveries
  • Send Driver Details
    • Driver details are advised to the customer on the day of delivery, so customers can advise urgent updates
  • Job update texts are now more explicit
    • Includes delivery date and time: allowing errors to be corrected

Transfervans is always working to reducing hassle and anxiety for you and your customers.

If you have any suggestions, please let us know!

You can always email us at [email protected]

On-Demand Delivery Continues to be ‘In-Demand’

Have you heard? Uber is valued at up to $120 billion in its possible upcoming IPO, according to a recent WSJ article. This is crazy – it means it’d be worth more than 5 times of Fletcher Building, Fonterra, Air New Zealand and Spark NZ… combined. UberEats itself is already worth $20 billion!

Speaking of UberEats, other food and grocery delivery services are also getting a lot of attention lately. Instascart has recently got a whopping $600 million investment that puts its valuation at $7.6 billion. They are also looking to go public soon. Doordash (on-demand food delivery service in the US) is not far behind at $4 billion valuations.

With Uber leading the pack, it’s safe to say the on-demand economy is here to stay. Uber even announced their drone delivery service recently, albeit it’s not coming until 2021.

What do you think the future of deliveries will look like? Do you agree with us that the on-demand economy is here to stay? We’d love to know your thoughts!

Other interesting articles this month:

Uber tests ‘Uber Works’ to supply on-demand temporary workers

Amazon to launch in Australia this week: Should furniture retailers in New Zealand and Australia care?

Recently it was revealed that Amazon is set to launch its Australian retail operations this Friday, putting an end to months of speculation. The US-based e-commerce giant has planned the launch so that it coincides with the annual pre-Christmas discount shopping frenzy known as Black Friday.

It is safe to say that even if the initial consumer response is less than ecstatic, in the longer-term Amazon’s presence in Australia will have an enormous impact on the way Australians shop. Soon the range of products available will explode to include pretty much everything, from paperclips to furniture.

In a recent NZ Herald article, David Thornton, an Auckland architect whose business specialises in giant retail centres, said that Amazon’s arrival in Australasia could result in it subsequently establishing a huge goods warehouse in New Zealand in the next two or three years to speed items to Kiwis.

What would this mean for furniture retailers?

At Transfervans we work with furniture retailers in Auckland and Sydney to improve their last point of contact with their customers. We found that there is a large discrepancy between the delivery options that furniture shoppers want and what retailers offer to them. Perhaps this is because not everyone in the furniture retail industry believes that Amazon and the likes will be a direct competitor to them, at least not in the short to medium term. However, a general consensus that Amazon will set new standards for last-mile fulfillment is starting to emerge. These standards include improved convenience, easy access to customer service and faster and more reliable delivery options.

While it might be a few years before Amazon makes an aggressive move into furniture and large appliances, now is the right time for the industry to adapt to a new supply chain reality brought forward by Amazon and other disruptors. Many shoppers really do still want to see, touch and feel products before buying them (online) – especially furniture. However, the decision to buy from a particular store (whether online or physical) is more and more affected by shopping convenience in general, and delivery convenience in particular.

What we can learn from Amazon is that customer success is really about giving the consumer the absolute best experience from the first to the last point of contact. With the right delivery partner, retailers can affordably add superior delivery options at checkout – allowing them to focus on improving other parts of the customer journey.

Brian Karlson – CEO Transfervans

Marielle de Jong – Business Developer Transfervans

Transfervans is a customer-centric platform that facilitates last-mile deliveries of bulky items. We connect retailers with nearby trucks and vans allowing deliveries to be scheduled anytime – even within hours – at very affordable rates. Please contact us if you would like to know more about how Transfervans might be able to help you future-proof your business.

Bulky Item Delivery: Key Factors that Contribute to a Positive Experience

Today’s consumers demand both choice and flexibility when it comes to receiving their new purchases. This is the case regardless of whether they buy online or in-store, or whether they buy small or large items.

Most recent studies have focused on e-commerce delivery trends of delivered goods. These studies, based on consumer surveys and market analysis, unanimously conclude that at least 60% of consumers will abandon shopping baskets if they encounter unsatisfactory delivery options [1].

Consumers want their orders when, where and how they want them.

Nothing new thus far.

But what about in-store delivery options? Roughly 92.6% of retail spending occurs ‘over-the-counter’ [2]. Of course, most items leave retail stores in plastic bags. However, larger products like beds and barbeques will often need to be delivered to the customer’s house.

The total number of bulky items being delivered to Kiwi homes has yet to be investigated, but our market research suggests that in Auckland alone, 47,000 mattresses, 19,000 washing machines and 17,000 fridges are shipped to an end-consumer each year.

Imagine the annual delivery volume of all bulky goods in New Zealand.

Delivering bulky items proves to be no small feat

From a logistics point of view, home deliveries constitute the most problematic solution in terms of service costs and organisation [3]. This is because consumers’ preference for express, arranged and reliable services result in increased fragmentation of shipments in the ‘last-mile’.

This fragmentation is amplified when large items need to be shipped.

  • Because there are only so many oversized products that will fit in a van or a truck, making point-to-point delivery the standard.
  • The popularity of certain time slots is distributed more unevenly in large item delivery.
    • This is because customers receiving these items will almost always need to be home to receive them. As such, transport operators cannot optimise their delivery rounds or use well known tactics to avoid deliveries which fail at the first attempt like leaving goods in a secret place [3].
  • Consumers are generally less flexible about the delivery address when they need to have a bulky item delivered, as there are few people that want to have their new bed delivered at their work address or local post office.

Illustrative of these complicating factors is that New Zealand’s 15 biggest retailers selling oversized items have an average delivery time of over 5 days, with some deliveries taking over 3 weeks [4]. This is problematic if your fridge breaks down and you drive a Mini.

Although smaller retailers typically find it easier to quickly deliver bulky goods to their customers [5], they still share the most common challenges of home delivery with their retail giant counterparts [6]:

  1. Delivery on time
  2. Delivery when the customer is home
  3. Delivery within a tight window
  4. Delivery at low cost
  5. Delivery without additional costs for repeated delivery

To combat these challenges, retailers are coming up with numerous ways to increase efficiency, effectiveness, flexibility and differentiation, together the four logistics capabilities [7]. Best delivery practices differ per retail sector, company size, company location, location of customers, value of the items sold, and so on. Nevertheless, there are universal delivery factors that will immediately increase the value that retailers create for their customers, some of which are even more relevant in the case of bulky product delivery and over-the-counter sales.

What can retailers selling bulky items do to provide a positive delivery experience?

1. Good communication starts at the doorstep

Shoppers expect clear communication at every point of the purchasing decision. Online retailers, or e-tailers, are responding to this by displaying information on delivery options on their product pages.

From the perspective of customers shopping in physical stores, communication starts when they walk over the doorstep. Already glancing at a new dishwasher, they want to know whether they can have it delivered at a convenient time and at what cost. When customers ask sales staff about deliveries, they want them to have that information readily available. By contrast, customers find it frustrating when retailers have to ping pong between them and a contractor on the phone to find a match between schedules.

Providing delivery information early in the customer journey is a major selling point.

2. Good communication needs to be continued after purchase

After customers have made purchase and delivery decisions, they expect a delivery acknowledgement. Subsequently, other status updates are expected to follow. For example on a tighter delivery window closer to drop off.

Communication in the other direction needs to be efficient too. If something comes up, customers want to be able to reschedule their delivery without any hassle. They also want to be able to contact the delivery person to pass on information about the delivery address. Directly, without being sent from pillar to post.

Good communication in both directions during the delivery process helps to instill trust that items will arrive on time. It also helps to prevent fail at first attempt.

3. Delivery needs to be safe and without damage

Ensuring safety and a low damage rate are especially important when moving large items. Small packages can quickly be dropped off at the front door, but bulky items and their movers will often enter the customer’s home. Bulky item movers need to be strong, friendly and maneuvering experts. For some product groups they’ll also need assembly skills.

Professional bulky item movers ensure a great end to the customer experience and strengthen the retailer’s brand.

4. Making up for a poor delivery experience

Retailers accrue considerable additional customer service and operational costs when shipping goes bad [3]. Retailers need to address a poor delivery experience immediately and appropriately. But even with these efforts, it can be hard to satisfy a disappointed customer.

Poor delivery doesn’t only damage the relationship with that customer. Today’s digitally empowered customers will not hesitate to take to social media to voice their frustration. The effect is that other customers reading these comments will decide to shop elsewhere. Retailers therefore also need to include these channels in their retention strategy.

Many retailers assume that ‘exceptional’ customer service can only be achieved by going above-and-beyond. According to research published in Harvard Business Review, the true driver of customer retention and loyalty is the ease of getting a problem solved – delight isn’t the foundation of a customer service strategy, but rather a second-order effect [8].

It is best to focus delivery efforts on meeting expectations and making up for unpleasant surprises. And to then go the extra mile.

5. A positive delivery experience is an affordable delivery experience

Recent research shows that consumers want free delivery even more than they want same-day delivery [9]. Inevitably, delivery of bulky goods is more expensive than delivery of small goods. Offering free deliveries might mean that a retailer loses a large portion of their margin. It is nevertheless advisable to keep delivery costs as low as possible.

In the case of over-the-counter transactions, sales staff has the possibility to balance between giving a discount on a certain product or providing free delivery – depending on their perception of the customer’s expectations. However, upfront information on delivery cost is certainly preferred.

Affordable delivery options are key in providing a positive delivery experience.

A positive delivery experience and customer satisfaction

Delivery has never been as essential to the bottom line as it is today. This increasing importance means that it now affects pre-purchase decisions just as much as repeat sales. The success of bulky item delivery depends on the complete delivery experience, but good communication before and after the purchase, professional trusted movers, effective problem solving and affordability are key.

More and more businesses whose core business is not product delivery choose to use a third party logistics provider. Globally, we see a trend of retail giants and small and medium-sized enterprises (SMEs) stepping up their delivery game by engaging with disruptive startups.

Last month (September 2017) alone:

Europe: Ikea bought TaskRabbit, a company that links freelance workers with all kinds of jobs [10].

USA: Walmart bought logistics startup Parcel to help launch same-day delivery and show Amazon some muscle [11].

Asia: Hong Kong celebrated its flourishing startup culture with the country’s first two ‘unicorns’ (companies with a stock market valuation or estimated valuation of more than $1 billion) – both of which specialise in on-demand logistics [12].

It is only a matter of time before we see NZ retailers partnering with startups specialised in facilitating last-mile deliveries; and it is what drives us at Transfervans to build the best bulky item delivery service in New Zealand and Australia.

How do you deal with increased delivery demands? What emerging delivery solutions are you enthusiastic about?  What are your reasons to arrange deliveries in-house or contract them out?

Please leave us your comments at info@transfervans.co.nz.

By Marielle de Jong, Business Developer, Transfervans


[1] Home delivery services: innovations and emerging needs –http://www.sciencedirect.com/science/article/pii/S2405896316310369

[2] BNZ Online Retail Sales Jan 2017

[3] The impact of e-commerce on final deliveries: alternative parcel delivery services in France and Germany

[4] Own research of the websites of New Zealand’s 15 largest retailers selling large items

[5] The power of omnichannel stores

[6] Home delivery and the impacts on urban freight transport: A review

[7] Extending the network: Defining product delivery partnering preferences for omni-channel commerce

[8] Stop Trying to Delight Your Customers

[9] Consumers say free shipping number 1 incentive to shop online more

[10] Ikea has bought Task Rabbit

[11] Walmart has acquired the logistics startup Parcel to help launch same-day delivery in New York City

[12] Lalamove raises 100m.