CORPORATE OVERVIEW
Kate Madison Furniture, LLC. of Kennebunk, ME retails custom-made, handcrafted furnishings inspired by 1880s French Country furniture. Manufactured by craftsmen in a workshop in Quebec, the furniture is sold through their showroom and nationwide via the Internet. Kate Madison maintains a strong belief in their customers' overall experience from the intial order to the final delivery.
Kate
Madison Furniture
Cultivating Relationships
to Sustain Brands
A case study
CHALLENGE
Recognizing the need for an in-home furniture delivery solution to accommodate orders nationwide, Kate Madison Furniture opted to evaluate two methods of furniture transportation; 'pack and ship' and common carrier. The intent was to establish a comparison then consolidate.
According to Jamie and Jeffrey
O'Brien, owners, the outcome was unpredictable
delivery schedules, routes and pricing, in
addition to sub par delivery skills to the
discriminating buyers. Having to coordinate
the transport of finished pieces to a determined
location for pickup by the delivery company
was counterproductive. Communications between
associates at Kate Madison and the delivery
companies were sporadic and responses to customer
inquiries were irregular.In summary, the final
touch of the Kate Madison experience (in-home
furniture delivery) was not mirroring the desired
brand of the company.
SOLUTION
Kate Madison was first introduced to Clark & Reid in 2004. Throughout the introductory phase, it was apparent that the services offered would transform Kate Madison's furniture transport methods and allow the company to market this service as a complimentary offering to their customers.
The infrastructure afforded by Clark & Reid Fine Furniture Services and supporting personnel allows consistent, open communications between the two companies. Dedicated coordinators ensure that Kate Madison maintains the ability to respond to inquiries posed by their customers in a timely manner.
Clark & Reid recognizes the impact of the delivery phase in the customers' buying experience. The service provided by Clark & Reid's classically trained delivery personnel is an ideal compliment to the quality of furniture of Kate Madison Furniture; They fully embrace the role of 'brand advocate.'
Determining delivery patterns and setting costs in the initial stages of the partnership also proved to be vital. Kate Madison now has visibility of all delivery costs associated with every order. Delivery schedule patterns also allow Kate Madison to accurately predict and communicate the arrival of their customers' order to their home.
Clark & Reid was also able
to assist Kate Madison in the consolidation
and organization of warehoused furniture and
orders-in-progress. Utilizing Clark & Reid's
warehouse solutions, furniture retailed by
Kate Madison is transported by Clark & Reid
from their showroom to one of our locations
to be staged for future delivery.
BENEFITS
The relationship between Kate Madison and Clark & Reid ultimately led to an exemplary partnership that produced improved performance throughout the entire supply chain. By utilizing Clark & Reid Fine Furniture Services for the transportation and professional delivery of their custom-made furnishings, Kate Madison has increased volume, controlled costs and improved overall customer satisfaction.
Learn more about our Furniture Transport Services
