Toll employee delivering parcels

Working from a shared commitment to consistently deliver exceptional customer experiences, we helped online retailer Zanui redesign its shipping process to provide greater flexibility and convenience for its shoppers.

The Challenge

With more than 500 brands and 25,000+ products available in its catalogue, Zanui is one of Australia’s largest online retailers for furniture and homewares.

Zanui’s commitment to providing unrivalled customer service is one of its key drivers. Failed or missed deliveries are a common source of frustration for customers who shop online – missing a delivery, particularly for large items, often means delays and the added inconvenience of arranging for redelivery.

To make the experience of home decorating easy and enjoyable for its customers, Zanui wanted to enhance the convenience and flexibility of its delivery services – particularly for larger pieces of furniture and other bulky items.

Zanui approached Toll to assess its existing supply chain model and make recommendations to improve its customers’ point of delivery experience.

The Solution

Drawing on our experience as a provider of consumer delivery services for online retailers around the world, we proposed a revised delivery solution for Zanui that catered for its diverse product range and customer experience requirements.

For large and bulky orders, Toll delivery personnel also offer to place items in customers’ room of choice, to unpack items at point of delivery and remove any waste packaging.

Our white glove service for Zanui deliveries includes a pre-delivery call to each customer, to make contact and provide a date for delivery. A 2-hour window for delivery on the nominated day is also given to customers for added convenience.

To further diversify Zanui’s delivery offering to its customers, we also make available our extensive network of Collection Point outlets for smaller items – with more than 1,350 sites around Australia, Zanui customers can choose to collect their purchases at a time and place that suits them rather than wait for delivery.

These collection points also provide a convenient alternative to arranging redelivery if Toll is not able to deliver to a customer’s home address on the first attempt – drivers can take the parcel to a local Toll Collection Point, from which the customer can easily collect their order.

The Results

In an increasingly competitive e-commerce market, a key requirement for online retailers is to provide a seamless service for their customers – this means efficient processing, effective order management and convenient delivery services.

By providing Zanui’s customers with a range of delivery options that suit their needs and lifestyles, we are able to enhance their online shopping experience while protecting Zanui’s brand integrity.

Our flexible, reliable delivery services combine convenience and attention to detail, while the Toll Collection Point outlet network reduces the number of re-deliveries and puts Zanui’s products into the hand of their customers quicker.

Customer testimonial

“The service that Zanui and our customers have received from Toll has been exemplary; we are looking forward to extending the usage of their services to other parts of our supply chain.”

Eva Elfgen, Supply Chain Manager, Zanui

Contact details

Consumer Delivery

Phone number

Suite 2, Level 4, Building B, 207 Pacific Highway
St Leonards NSW 2060