Published November 20, 2012
Volume 20, Number 11

Delivery Solutions North Masters Customized Home Delivery        
Retailers of Big-Ticket Items Like Bedding, Furniture, Appliances Depend on Park Firm

Jonathan Arrendale oversees the company’s Hacienda operations. 

By Nicole Zaro Stahl

If you have ever wondered how retailers can live up to their widely advertised commitments to same-day delivery, DSI Delivery Solutions North has the answer. The company, a provider of third-party logistics, partners with retailers throughout the Bay Area to handle all the tasks associated with the delivery of big-ticket items like bedding, furniture, and appliances to the consumer. Its services play a pivotal role in ensuring a satisfying purchase experience.

The secret to successful execution lies in a robust blend of relationships and technology. DSI North is essentially a broker working with businesses on both sides of the transaction: the retailers who sell the merchandise and the independent haulers who deliver it to customers.

The Hacienda company has almost two dozen employees, the majority of whom are stationed on vendor premises all over the Bay Area, from the Sleep Train distribution center in Oakland to the Airport Home Appliance warehouse in Hayward. “Our job begins when the customer signs and the sale closes,” relates Director of Operations Jonathan Arrendale. Each order triggers a carefully choreographed sequence of actions supported by an advanced technology backbone.

DispatchTrack software provides “360-degree visibility into field operations,” managing schedules, routes, and communication so the delivery team can focus on service rather than paperwork. Instead of having the driver contact the consumer manually when the delivery is on its way, an automated notification system either text-messages, emails, or calls recipients according to the preference they specified. A survey component allows them to provide feedback on the delivery experience. Vendors have ability to monitor truck locations via the DSI website.

A pillar of DSI’s approach to relationships is flexibility. “Constant change is the nature of retail,” Arrendale remarks, and the company is always on the lookout for new ways to add value for its customers.  For example, Airport Home Appliance recently wanted to offer in-home dishwasher installation services. DSI had already been installing refrigerators and ranges, but hooking up dishwashers was new territory. “There are some complexities associated with that service, but that’s what our customer needed and wanted, so we accommodated them. It's working well.”

On the other side of the equation are the independent owners who provide the equipment and personnel to make the deliveries. DSI rigorously vets its contracted haulers and their helpers, performing background checks, verifying qualifications, and making sure they comply with all standards and regulations, from licensing to insurance.

“We have a very low turnover rate among haulers,” Arrendale notes. “Many of them have been with us for 10 to 15 years. It’s a small niche market, but it’s also a good business, all the way around.”  

The company, which moved into a suite at 4695 Chabot Drive last year, has had a Bay Area presence since the late 1990s.  Now serving northern California all the way up to Washington, the DSI North group is part of Brea-headquartered Delivery Solutions Inc., which handles more than 600,000 deliveries a year for “some of the nation's largest and well-known home furnishings companies.

For more information, visit www.dsicompanies.net


Also in this issue ...