HDNL is benefiting from the rapid growth in the home delivery market as people increasingly choose to shop online. In addition to this, HDNL has ambitious plans to grow via a range of new and enhanced services and through delivering a market leading customer experience. HDNL sought Vertex’s customer management expertise and scaleability to help deliver this transformation.

HDNL’s Chief Executive Brian Gaunt said, “We were looking for a strategic partner who could help us transform, not just a call centre provider. Vertex’s breadth of capability, sector knowledge and genuine commitment to working in partnership made them the ideal choice.”

In addition to providing up to 100 people to handle calls and resolve queries from it’s UK centre in Knowsley, Vertex will provide a range of technologies including the provision of a self service solution that will enable customers to reschedule deliveries 24x7.

These technologies will also provide HDNL with enhanced data on why customers need to contact them and where issues are arising across their network. Vertex will work with HDNL and their clients to interpret this data and use it to drive improvements in service.

The innovative commercial arrangements incentivise Vertex to proactively drive continuous improvement through leveraging data in this way, through reducing its own cost base or through working closer with other parts of HDNL to decrease the number of failed deliveries and the wasted costs associated with them.

Vertex Delivery Director, Paul Johnson said, “This relationship creates an exciting opportunity for both HDNL and Vertex to leverage each others capabilities in order to deliver enhanced value to our Retail clients.”

He added, “This level of integration with a delivery partner enables Vertex to offer an unparalleled level of post sale service to Direct Retailers. This will result in fewer contacts per order, lower costs and happier end customers who are more likely to shop again.”