Process

Our sophisticated process sets us apart from the rest.

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One-time setup Program initiation

Project management

Effective project management is a core discipline and key to the successful implementation of any MXD Group solution. Our process is designed to:

• Ensure success through proper planning

• Establish appropriate performance criteria and measurements.

• Take corrective actions necessary to reconcile performance.

• Use appropriate tools, techniques, and procedures to create visibility to critical project activities.

• Identify required resources and skills; secure ongoing participation of appropriate people on the customer team.

• Delineate roles and responsibilities in a clear, concise manner.

• Eliminate transition-based risks through long-term continuity of team member assignments and documentation throughout the process.

• Ensure regular team communication occurs between all stakeholders in an objective and candid fashion.

Assign project manager

Upon selecting MXD Group as your partner, a project manager will help lead the way.

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Project management
We implement processes and measures across our organization to ensure delightful experiences, end to end.

Terry Solvedt

CEO, MXD Group

Create scope

We will work with you to review scope of operations and standard operating procedures. Our project management team creates the implementation plan to onboard the agreed upon solution.

Implement program

A high-quality, consistent home delivery program is implemented.

Define KPIs

Key performance indicators (KPIs) to manage business are established.

You maintain full visibility of the order and delivery throughout the process. We will maintain a focus on quality so that you don’t have to.

Manage your account

Your account manager is here to help address any concerns or questions about your account anytime throughout the process.

Ongoing process Linehaul

Ongoing process Linehaul

MXD Group will coordinate and manage all linehaul – providing shipping from the manufacturer, retailer, designer, etc. to any one of our facilities across the nation.

MXD facilities
Ongoing process Final mile

Contact customer

Once MXD Group receives confirmation of the order, our process driven management system prompts our central scheduling team to contact the customer to schedule the delivery at the convenience of the customer.

Scheduling calls for home delivery are performed from our Delivery Service Center (DSC) located in Columbus, OH. The local delivery facility will also make calls to the customer for any of the following to ensure the best delivery experience possible:

-reschedule delivery
-resolve address issues during the delivery process
-contingency planning in the case of weather, etc.
-returns/reverse logistics

Offer shipment tracking

While product is being routed from pickup to final mile, constant view of the driver and the truck are monitored. GPS enabled communications that provides near real time status updates and visibility on route progress against plan. In addition, our SOP (Standard Operating Procedure) requires contractors to contact dispatch with any delivery exceptions.

Call before arrival

24 hours prior to the delivery, our scheduling team will call the customer to confirm the date, delivery details, and provide a specific two hour time window the customer can expect the delivery.

Deliver product

The home delivery of large household items represents a very personal touch-point with consumers. Our professional delivery staff ensures the final-mile delivery of large oversized products is a seamless extension of the brand promise into consumers’ homes – resulting in a positive customer experience that brings satisfaction.

Follow-up with survey

Following the delivery, our system offers an automated customized post delivery survey. During the automated survey call, if any issues are identified with the customer experience, the customer can select an option to speak immediately with a customer service team member.

Ongoing process Final mile

Her happiness is our top priority.

The home delivery of large footprint items represents a very personal touchpoint with consumers. We will help create a lasting memory of a positive shopping experience that turns into repeat business.

Contact customer Offer shipment tracking Call before arrival Deliver product Follow-up with survey

Contact customer

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Offer shipment tracking

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Call before arrival

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Deliver product

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Follow-up with survey

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