PREMIUM HOME AND LIVING

With our Premium Delivery Service, we bring your brand experience into your customers' homes. We treat your premium home and living products with special care and expertise - from delivery to assembly and positioning at the point of use.

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Home Delivery Premium Services

Premium means more than just a delivery – ship your goods first-class: We carry out your premium delivery order with special care and expertise and exclusively take the time at the customer's site to convey your care instructions as well as clarify any questions the customer may have directly. The result: A satisfied customer, a satisfied client, a positive experience and a high chance that the customer will choose one of your premium products again.

OUR TEAMS

Use of our best employees
Specially trained in communication with demanding customers
Individualised notification
Discretion
Many years of experience in handling sensitive home and living products

TOP-LEVEL CUSTOMER EXPERIENCE

Focus on customer communication and commitment
Relaxed atmosphere through well-calculated time management
Customer service from one source: fast + professional + individual
Positioning of goods to the full satisfaction of the customer

PREMIUM PLUS SERVICE

On request, gift/thank-you letter handover on delivery
Training of our teams on your special requirements
Implementation of your special assembly requirements

Why should you use Home Delivery Premium Service?

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Take a look at our best Practice with Peloton

WORKING TOGETHER FOR A HIGH-QUALITY CUSTOMER EXPERIENCE

Through sustainable growth and a consistent focus on the needs of our clients, Rhenus has made a name for itself as the European market leader in 2-man handling. Its business areas are therefore the delivery of brown and white goods as well as furniture and fitness equipment to customers. With the fitness equipment manufacturer from New York, Peloton, we have realised an individual value-added service for customers of premium products.

THE CHALLENGE

The B2C distribution of home and living products in the premium segment, such as furniture and fitness equipment, presents a new challenge for last-mile deliveries. The focus is on transporting the special brand experience of premium products with high-quality logistics services right into the homes of the customer.

The fitness equipment manufacturer Peloton has already made its mark in the English-speaking world in recent years. In 2019, Peloton planned to expand its range of products to the German market. The high-value Peloton fitness bike should be launched with a corresponding premium delivery service that offers the buyer a consistent brand experience. The requirements vary from extensively trained delivery teams, or a single direct customer service contact, to a particularly professional approach to sophisticated recipients. This strengthens brand reputation.

"We are aware that premium goods require a special kind of handling. We believe that the last mile is an intrinsically important part of the customer experience. Today's logistics solutions are in many cases historically grown and not oriented towards the actual needs of the customer. We are stepping up to change this," explains Nils Thiesen, CCO of Rhenus Home Delivery.

THE NEW PREMIUM LAST-MILE-SERVICE

A key component of the premium last-mile service is the focus on the interaction with the customer. This is ensured by carefully selected delivery teams. "The soft skills of our employees are extremely important. The state-of-the-art training concept promotes these and teaches communication, problem-solving skills and empathy abilities through different methods such as case studies and role plays," says Thiesen. In addition, product-specific know-how is trained in order to be able to set up the product at the specific location and to respond adequately to the recipient's questions. Besides the trainings, the teams have already gained many years of experience in handling sensitive goods. The generously calculated time window ensures a stress-free atmosphere during the delivery.

Together with the partner Peloton Germany, these focus topics were further developed and a premium process for the Peloton bike was established. As a result, the Peloton bikes are first pre-assembled in the central warehouse in Hoppegarten and securely packed for delivery. "We already assemble the bikes almost completely in our central warehouse, so that our delivery teams can concentrate fully on the consumer with their wishes and questions," says Thiesen.
A nationwide, stable network of logistics centres with consistent quality standards helps to achieve this. To ensure that the customer journey is complete, the delivery period on the day of delivery is limited to a customer-friendly two-hour time window. The efficient IT landscape at Rhenus also allows recipients to track their consignments without any gaps.

At the customer's location, the delivery team assembles the sports equipment and carefully positions it at the point of use until the recipient is fully satisfied. The installation includes a basic explanation of how to properly use and maintain the product. "Due to the fact that we also give the customer a comprehensive briefing on the Peloton app and integrate it into the wifi, the technical understanding of the delivery teams is also essential," explains Nils Thiesen. With their knowledge of the product, the employees can respond in detail to the questions of the customers.

RESULTS

Martin Richter, Country Manager at Peloton Germany, is very impressed with the new premium delivery service: "The Rhenus Group is one of the leading logistics service providers and fits perfectly with Peloton with its corporate philosophy that teamwork and passion are the keys to success."

He continues, "In addition, it is extremely important to us that our recipients have a premium-level experience with our brand at all times. This ranges from coordinating the delivery date in the smallest possible time window via the assembly to the explanation and adjustment of the bike at the customer's home. On top of that, Rhenus Home Delivery ensures in-depth staff training and continuous measurement of customer satisfaction."

With the premium last-mile service, we literally do the extra mile to meet individual needs in the best possible way. The Customer Satisfaction Score (CSAT) is measured by the fitness equipment manufacturer Peloton Germany to determine the satisfaction rankings. It shows that customers are very receptive to this extra mile and honour it.

The high satisfaction of the recipients proves that the premium last mile service strengthens Peloton's brand positioning and contributes to the high quality promise.

WOULD YOU LIKE TO DISCOVER MORE?

EXCLUSIVE INTERVIEW

Premium logistics for the Peloton fitness bike with Martin Richter, Country Manager at Peloton Germany, and Nils Thiesen, Managing Director Sales and Market Development at Rhenus. (2019)

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POSITIVE DELIVERY EXPERIENCE INCREASES CUSTOMER LOYALTY

Learn how to measurably increase customer satisfaction through transparent communication in the delivery process in our whitepaper “Insights and tips from experts”.

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More about Deliveries on the last-mile

Rhenus Home Delivery

PREMIUM HOME AND LIVING

Home Delivery Premium Services

OUR TEAMS

TOP-LEVEL CUSTOMER EXPERIENCE

PREMIUM PLUS SERVICE

EXCLUSIVE INTERVIEW

POSITIVE DELIVERY EXPERIENCE INCREASES CUSTOMER LOYALTY

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