All about Delivery Experience Tools (DEX)

Delivery Experience Tools (DEX) can help you provide a smooth, efficient direct-to-consumer shipping process for your customers by getting insights into an order all the way from creation to delivery. With DEX tools, you can provide an excellent customer experience, measure your fulfillment performance, and prevent returns. DEX is available by subscription, so contact your account representative if you're interested.

Viewing an overview of deliveries on the DEX dashboard

As your order information flows into ShipCompliant, you'll see a full picture of the shipping process on your DEX dashboard.

1. Go to Orders, then click Delivery Dashboard.
   
   
   
   
2. You'll see information on all your orders here. Viewing all your order information together, not separated by carrier or by fulfillment location, can save you time and let you focus on problem shipments.
   1. In the Unshipped section, you'll see information on orders that haven't shipped yet, including numbers of orders with exceptions or that need tracking information.
   2. In En Route, you'll see information on orders that have shipped but haven't been delivered yet. This data can help you be proactive and communicate with your customers when there's a hitch in a delivery.
   3. In Delivered, you'll see a time-based view of order delivery status, so you can keep track of how many orders have been delivered and dig into any that are taking longer to arrive.
      
      
      
      
3. On the right-hand side of your dashboard, you'll see information and analysis on how smoothly you're getting packages to your customers, and how many returns you have compared to the industry average.
   1. Your delivery rate can provide insights into how well you're retaining customers. Customers who have a good experience with their ordering process are more likely to reorder. Getting a package to them on the first delivery attempt can help provide that positive experience.
   2. Click View all next to any of the analytics widgets to see an in-depth, downloadable report with more information.
      
      
      
      
      

Digging into delivery details with the Ready, Batched, and En Route pages

You can get more specific insights into your order information when you view orders by status.

1. On the Ready page, you'll see orders with a status of In process, Payment accepted, or Sent to fulfillment.
   
   
   
   
2. You can review orders that are ready to be fulfilled before they get batched. Orders with an estimated delivery date also include an automatic temperature analysis. Depending on your fulfillment settings, you can flag or place an exception on shipments that are out of your preferred threshold.
   1. You can also edit all order and purchaser details directly from this page, if needed.
      
      
      
      
3. If an order has been placed by a repeat customer, you can view that customer's score, which corresponds with their delivery rate for previous orders. If they always get deliveries on the first attempt, they'll receive a high score.
   1. Customer scores, combined with our other analytics tools, can help you track and improve your shipping performance by analyzing real-time delivery rates and returned package rates, as well as digging into individual customer delivery histories to proactively prevent issues.
      
      
      
      
4. On the Batched page, you'll see orders that have been processed, but don't have a tracking number associated with them.
   
   
   
   
5. You can also view all order details, including customer score and temperature analysis, as well as easily add tracking information or look into potential fulfillment problems.
   
   
   
   
6. On the En Route page, you'll see orders with tracking numbers categorized by status, so you can have eyes on your shipments' progress.
   
   
   
   
7. You can view individual orders' shipment progress by clicking on an order.
   
   
   
   
8. You can also dig into problem shipments by clicking the quick filters on the left to see damaged, returned, or rerouted packages.
   
   
   
   
9. Click the star icon to the left of any order to follow the package, so you can keep track of important orders more easily.
   
   
   
   

Setting up personalized shipment emails

To help you create the best ordering experience for your customers, DEX allows you to send personalized emails and customized package tracking details automatically at key shipment milestones. There's even a personalized tracking page you can use to keep your customers engaged with your brand throughout the shipment process.

Triggering emails for failed delivery attempts also helps prevent returns by letting you proactively communicate delivery options to your customers, including reminding them of upcoming packages or letting them reroute a package to a hold location.

1. Go to Orders and click Deliv. Settings.
   
   
   
   
2. Click Notifications to select which emails you'd like to send to customers automatically.
   1. Once we detect that there's an origin scan, or a package has been picked up by the carrier and has a tracking number, you can elect to send an In Transit email. You can also send emails for failed delivery attempts (1st, 2nd, and 3rd); packages held at a carrier location; and delivered packages.
   2. Under Notify Me, you can also add internal emails to be notified at certain steps of the shipping process.
      
      
      
      
   3. Click Customize Email to change settings for your emails.
      1. Customize the body of your emails by copying the blocks on the left into the body of your email. As you edit, a sample preview will appear below.
      2. You can add information from the order, like carrier and order status, as well as customer information.
      3. Add your company's logo and edit email settings, like Winery Name, phone, and website, at the top of the page.
         
         
         
         
   4. You can also customize your very own branded tracking page, so clients can check their package status without going to a carrier website.
      
      
      
      

Setting up NPS emails

NPS can be a key performance metric to understand customer loyalty and satisfaction. For more on setting up and interpreting these emails, see How to interpret NPS scores.