We measure our success solely by the success of our clients. Each day we provide every Macys delivery team with customer feedback from yesterday's delivery route. This real-time approach to performance improvement has enabled us to consistently lead Macys' network of delivery carriers in "Outstanding" customer satisfaction scores. We believe customer satisfaction research is so important that we have developed our own proprietary satisfaction survey, ConsumerLink® that we implement when a client does not have their own program.
We continually look for ways to integrate cutting edge technology into our business to improve the efficiency and accuracy of our operations. Our proprietary BillingLink® system integrates with our clients' enterprise software to generate automated billing reports that reflect our clients', such as Macy's and Bloomingdales, view of completed delivery activity. This process provides unmatched accuracy and speed in this critical part of a delivery solution. DataLink®, another major IT investment and planning tool, provides robust database-driven reporting on past delivery activity, and regression-based projections of capacity needs based on past activity and current trends.
No one retailer or delivery operation is the same, which is why our zero-based construction of each delivery operation has allowed us to open new doors of opportunity for so many of our clients. We always begin by learning about how things are being done today. Then we take all of our learning, put it in a folder, and ignore it. You see, past practices almost always produce past results, and we've learned that not many retailers are contracting a new delivery partner to provide past results. From recommending a new uniform policy, to helping find and lease a new cross-dock facility, we look in the mirror and see a delivery solutions company, not a delivery company. At the Lawrance Contemporary Home Furnishings warehouse in San Diego, for example, we do everything but pay the utilities bill. We helped this high-end retailer's owner find significant cash and human resource savings by combining his warehousing and delivery functions into one operation, all run by HDL staffers and contractors.
Just up the highway at the Mor Furniture operation in Poway, California, we provide only one very important link in the delivery value chain, the delivery. As a skilled merchant with years of retailing and delivery experience, our partner had already invested in much of the required infrastructure, and the office side of the operation was running smoothly. All they really needed was to pick up the pace in the field. We brought in a group of highly-trained delivery teams with "per-stop" compensation, and overnight, the "completed on first attempt" delivery rate and other key productivity measures went skyward. They do the routing, and the prepping, and the calling, and the dispatching, and well, you get the picture... we do the delivering. It works so well that we now do the same thing in two other high-volume Mor Furniture markets.
