Three enterprises.
Real outcomes. Verified results.

Operating at national scale with hundreds of store locations, this DIY retailer set out to launch a new large-item and van delivery capability for customers making bulkier building material purchases. The challenge was one of scale: how do you launch a consistent, measurable delivery experience in every store, in every market, without building and managing that infrastructure market by market?

Getting this right meant hitting strong SLA and CSAT targets from day one in each new market, keeping delivery exceptions low and visible, and being able to bring a new market online in weeks rather than months.

The partnership began with a single pilot market to prove the model: a national van delivery program with distinct workflows for Pro and Residential customers, each with its own SLAs, vehicle requirements, and handling rules. DispatchOne connected directly to the company's existing order system, so orders flowed through automatically and store staff no longer keyed them in by hand.

Weekly consolidated billing replaced managing invoices market by market, and real-time dashboards gave operations SLA tracking, exception reporting, and completion rates at both the store and corporate level. Once the pilot validated the approach, each new market came online in roughly two weeks on the same proven playbook, giving this retailer a repeatable way to bring van delivery to new markets nationwide.

The professional delivery channel had been built over years around a network of regional carriers, with SLA tracking and AR management handled largely at the local, store level. When this retailer launched a new DIY consumer delivery program, it became clear the professional delivery model wasn't a natural fit for DIY customer needs: different volume patterns, different SLA expectations, and sharp seasonal spikes in spring and summer.

The retailer needed a delivery approach purpose-built for the DIY channel, one that could scale alongside the professional program rather than compete with it for the same infrastructure.

DispatchOne was deployed across both channels with distinct routing and SLA rules built specifically for each program. We built integrations directly into the retailer's back-end financial systems to automate billing submission, moving to a streamlined one-to-one invoice model across thousands of store locations.

The Dispatch operations team takes ownership of every order from the moment a driver picks it up, giving the retailer full visibility and accountability all the way through delivery. A weekly performance tracker keeps the partnership aligned on volume trends, driver incentives, and market-level SLA performance ahead of seasonal peaks.