Customer Service

Bassett Furniture deploys photo delivery strategy

Photo: Adobe Stock

September 11, 2025

Bassett Furniture has enhanced its delivery experience by deploying DispatchTrack's delivery management platform.

The technology provides a proof of delivery feature that boosts sales and customer engagement, according to a news announcement.

Bassett's design consultants are using delivery photos provided by drivers to identify follow-on opportunities and to extend customer engagement regarding potential additional products and deepen the customer relationship. Consultants recommend items like area rugs, accent pieces or new furniture for adjoining rooms based on actual delivered installations.

"Because everyone at Bassett has access to DispatchTrack, we've turned delivery into a relationship-building moment," Lucy Coleman, director of operations at Bassett Furniture, said in the release. "From designers to customer service, our whole team is part of the experience — and that's changed everything."

This delivery photo strategy is powered by DispatchTrack's integration with Storis which offers a scalable unified commerce solution integrating POS, inventory, accounting and business intelligence

Orders created through STORIS automatically sync with DispatchTrack, where communication workflows manage time window confirmations and delivery updates.

Unlike traditional delivery platforms that restrict access to specific roles, DispatchTrack enables Bassett's entire team — from drivers to design consultants—to interact with delivery data.

Bassett is exploring text notifications as an additional communications channel while continuing to monitor customer satisfaction through surveys and real-time alerts.