Arthur David gets customer service boost from route-planning solution
Written by: Sam Fenwick | Published:

Arthur David, a fresh produce distributor, has improved its customer service through using Maxoptra route planning and scheduling software.

Since implementing the TomTom telematics integrated software, Arthur David has introduced a ‘one-call’ customer care policy. The software gives frontline staff direct access to real time cloud-based delivery information, allowing them to advise and inform customers at first contact. The route planning solution also supports the company’s ‘leave it with us’ motto, helping to resolve delivery issues on the same day – critical in the busy run up to Christmas.

Arthur David has seen a dramatic reduction in the time and resources taken to deal with customer queries. Before Maxoptra, and in the case of a vehicle leaving late or falling behind schedule, the company could receive hundreds of calls in a matter of hours. Each customer call required a call to the transport team, potentially a call to the driver, often resulting in multiple calls per issue.

“While the improvements for our drivers, transport planners and customer care staff have had a massive impact on our business, the best results have been [seen] by our customers,” added Daren Hill, operations director at Arthur David, “And, as we all know, if you keep your customers happy, your business will go from strength to strength.”

Maxoptra is also helping Arthur David enforce its ‘leave it with us’ motto whereby the company will move heaven and earth to ensure the customers get their goods, that day, regardless of fault. Using Maxoptra to plan the daily second wave of deliveries has resulted in lower mileage, better driver hours usage and boosted staff morale.

“Maxoptra gives you the power to drive performance from your logistics,” concluded Hill, “and one of the things I like about working with Maxoptra is the exceptional after sales interaction. Every hurdle we have come across, every change we have asked about, has been approached with a ‘can-do’ attitude and a solution found.”

In related news, earlier this month G-Force Communications became a Maxoptra reseller. The Runcorn based mobile communication specialist is already a certified TomTom Fleet Telematics partner, and sees the addition of Maxoptra to its fleet vehicle solutions as integral to realising operational and financial benefits for its customers.

“We are delighted to welcome G-Force to the Maxoptra partner community,” commented Maxoptra business development director, Stuart Brunger. “G-Force prides itself on offering the best products and solutions with an emphasis on delivering ‘service and savings’. The addition of Maxoptra to its fleet vehicle solutions will further enhance this ethos, and will allow its customers to maximise on existing investments in technology.”

Maxoptra is a natural fit with our current product and solution portfolio, and something our fleet vehicle customers have been calling out for,” added Gavin Sherriff, company director at G-Force. “The addition of Maxoptra to our offering will allow our customers to intelligently plan their mobile operations, update schedules in real time and automatically inform customers with accurate ETAs – boosting customer service and realising real savings.”

Maxoptra is a subscription based Software-as-a-Service solution (SaaS), which (according to its creators) is used by some of the largest fleets in the UK and Europe, while also appealling to smaller fleet operators "as it is easy to use, robust, flexible and well supported".

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