New Route Genie Functionality Delivers Consistent Customer Communication

Route Genie, the advanced carrier routing software developed by iForce, the fulfillment and returns specialist, has added new functionality designed to improve how retailers communicate with consumers by creating greater transparency. Its track and trace functionality has been extended to monitor retailers’ internal transport networks, allowing them to choose how and when they contact customers. This is regardless of which carrier is fulfilling the delivery or whether the consumer has opted for Click & Collect.

Up until now, online shoppers have either had zero visibility of their order following despatch or received tracking and delivery updates in a varying degree of styles depending on the technology capabilities of each individual carrier. However, the new functionality from Route Genie enables retailers to manage all communications sent to consumers, allowing businesses to customise messaging delivered at chosen trigger points along the delivery process for both home delivery and Click & Collect. As a result, Route Genie is enabling retailers to create a consistent customer journey for all online shoppers, which enhances the overall brand experience. 

Route Genie integrates with each of the leading domestic and international carriers, allowing retailers to process and manage carriers efficiently whilst reducing operating costs. After forming part of the overall iForce proposition for several years, and utilised by leading retailers such as Dunelm, Waitrose Cellar and Paperchase, Route Genie was recently launched as a SaaS (Software as a Service) application.

Geoff Taylor, Managing Director of Route Genie, said: “As online consumers become more sophisticated in their demands, they naturally want a more consistent delivery experience. This new functionality creates a level playing field for all retailers, allowing them to choose what information they send their customers and at what times, regardless of the carrier chosen. For retailers looking to develop their carrier routing capabilities, Route Genie provides a viable and cost effective alternative in a previously monopolised market.”