Client experiences
We have shared what clients told us directly. The positives and the qualifications both.
← Back to homeWhat clients say
We were spending the first hour every morning sorting the delivery sequence on a whiteboard. After the setup, that is down to about ten minutes — and usually the suggestion is usable as-is, though my drivers do adjust it when they know something about the roads that day. The comparison week was useful because my team could see the difference before we committed.
June 2025
The customer note summaries have changed how we handle returning customers. Before, whoever took the call had to read through everything to understand what had happened with the appliance previously. Now there is a short note at the top that covers the main points. It took a bit longer than expected because our records were messier than we thought — but the review round was where we caught most of the gaps.
July 2025
We took both the delivery scheduling setup and the maintenance arrangement. The monthly note is useful — it tells us what was checked without us having to ask. Once, they flagged that a connection had broken after our billing software updated, before we had even noticed. That would have caused problems if it had gone unnoticed for a month.
June 2025
I was not sure whether our business was the right size for this kind of thing, but the delivery scheduling setup turned out to be quite practical for four vans. The price was straightforward — nothing came up afterwards that was not in the original discussion. I would have preferred a slightly faster turnaround on the initial setup, but the comparison week made the end result clear.
May 2025
Our customer records go back years and we had staff who had left who took context with them. The summaries bring that context back to the surface for whoever is on the phone now. What I liked was that the original notes are all still there — we are not dependent on the summaries being perfectly right every time.
June 2025
The maintenance arrangement is what keeps me comfortable. I do not have technical staff. Knowing that someone checks the setup each month and would tell me if something is wrong — without me needing to ask — is worth it. The notes are short and I can read them in a few minutes.
July 2025
Detailed accounts
Challenge
The coordinator was spending 45–60 minutes each morning arranging drop sequences, working from a printed list and local knowledge. Errors in sequencing occasionally caused late arrivals on time-sensitive deliveries.
What we did
We imported the business's regular delivery points, agreed which time windows were fixed and which were flexible, and built the scheduling aid against those parameters. The comparison week ran the aid's suggestions alongside the coordinator's own sequences so she could evaluate them directly.
Result
Morning sequencing time reduced from about 50 minutes to around 12 minutes on average. The coordinator adjusts roughly 30% of suggestions based on road knowledge not captured in the data. Late arrivals on time-sensitive drops reduced over the first two months. Setup took 16 days from first meeting to end of comparison week.
"The comparison week was the right way to do it. We could see the difference before we changed anything."
Challenge
When a customer called about an ongoing issue, the person on the phone often had to read through years of job notes to understand the history. Staff changes had made this worse — context that had lived with specific people was now buried in the notes.
What we did
We reviewed the existing record format and agreed with the owner which elements a summary must always include: outstanding issues, appliance make and model, and any service agreements. We then ran the summaries over their full customer set and held a review session where three staff members flagged summaries that had missed something important. Two rounds of corrections followed before going live.
Result
Staff now open a customer record and read the summary first. They report that most calls requiring historical context take significantly less time to handle. The original notes remain accessible and are still used when staff need detail beyond the summary. Setup took 23 days, longer than the Delivery Scheduling Aid due to the size and condition of the records.
"The review round was where we caught most of the gaps. It was worth taking the time."
Challenge
After taking both the Delivery Scheduling Aid and Customer Note Summaries, the owner was concerned about what would happen when their other business software was updated — whether the connections would hold or whether problems would go unnoticed.
What we did
We added the monthly maintenance arrangement. Each month we check that connections to their billing and record systems still hold, review samples of scheduling suggestions and summaries for drift, apply corrections logged by their staff, and write a short note on what was found. We flagged a broken connection in month 3 before the client had noticed it.
Result
Both setups have run for 9 months at the time of writing. One connection issue was caught and corrected in month 3. Drift corrections were applied in months 4 and 7 based on staff feedback. The client reviews the monthly note himself and has not needed to raise any issues separately.
"They flagged the connection issue before I had even noticed. That is what the maintenance is for."
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14 Jalan Tunku Ibrahim
05000 Alor Setar, Kedah
Hours
Monday – Friday: 9:00 am – 6:00 pm
Saturday: 9:00 am – 1:00 pm
We are happy to hear what you are dealing with before you decide whether any of our setups fit.
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