Manchester-based tech startup chosen by Asda to support CX
George at Asda, UK supermarket clothing brand, has partnered with delivery experience platform, Sorted as part of a trial aimed at providing real time updates to improve post-purchase tracking for George customers.
Asda recently announced that due to the increased and sustained appetite for online shopping, it plans to increase capacity to make up to one million delivery slots available per week in 2021, with the Supermarket’s clothing brand also recognising there is a greater need to communicate with customers via digital channels and simplify parcel tracking for George.com deliveries.
Sorted’s REACT software improves the level of communication customers receive throughout their parcel’s journey, giving updates in real time about the status of their order.
The platform will proactively notify George customers of any issues with their delivery and automatically refer them to the customer service team, with the aim of resolving things for the customer as soon as they happen.
Manchester-based tech firm, Sorted also provides agile and data-driven delivery management software, dynamic checkouts and delivery tracking for some of the biggest global carriers and customer-centric retailers.
Neil Drake, Senior Manager for Parcel Service and Format Development at Asda, said: “We’re delighted to be the first supermarket fashion brand to implement this software, which will make it even easier for our customers to shop with us.
“We are always looking to provide a better online experience for our customers, and understood that there was a need to communicate more frequently with them from the point of order through to delivery.
“By partnering with Sorted we are able to provide them with real time updates about the status of an order and proactively notify them of any change.”
David Grimes, CEO of Sorted, commented: “Our team is delighted to be working with one of the UK’s flagship retailers in George at Asda.
“They’re leading the way amongst large brands by putting the right measures in place to avoid any risk to their customers’ delivery experience.
“Supermarkets are extremely important to the communities they serve, and our technology has the power to help George at Asda and similar major brands underpin strong customer service during and beyond COVID-19 disruption.”