Merlo appoints Carousel to support with ambitious growth strategy

Merlo, a market-leader in telescopic handlers, has appointed Carousel as its UK distribution and final mile service provider. Carousel’s innovative solution will dramatically accelerate the speed of delivery to dealers, improving customer experience and supporting with market stand-out.  

The solution

Handling all of Merlo’s critical movements in its direct–to–dealer deliveries and returns, Carousel now moves all shipments from the manufacturer’s UK headquarters and distributes them overnight to 70+ dealers across the country.  

The bespoke solution enables late, end of day order cut-offs, and consolidates deliveries so they can be easily managed through one central platform. Goods can be ordered right up until 5pm and are delivered next day, pre-breakfast and direct to dealer. This solution ensures maximum convenience as well as the fastest arrival time and maximum up-time for the end customer.

Using Carousel’s owned service and technology platform, Gateway®, Merlo and its customers have 100% visibility and control over all consignments, allowing dealers to ‘self-serve’ bookings and returns and reducing the burden on in-house customer service teams. By establishing new processes and garnering these efficiencies Carousel has supported Merlo in its objective to grow its dealer offering in the coming years. 

Solution results

Despite being implemented just days before the UK’s ‘lock-down’, the solution has run seamlessly, already achieving:   

• A 5.8% net-increase in parts turnover, compared to same period last year  
• A 30% reduction of administration time  
• 95% & 96% Customer Service levels in March and April respectively.   

Robin Cooch, Merlo Group’s National Parts Manager, said: “We are so pleased to be working with Carousel. I have been exceptionally impressed by what it has achieved so far – and in such a short amount of time.  

“We knew that if we were going to enhance our proposition, a traditional, fixed solution just wouldn’t work. Carousel understood that we needed a flexible solution that optimised our operations and put the customer at its heart. We were confident in their ability to deliver excellent service, and quickly, and they definitely haven’t disappointed.” 

Morton Griffiths, UK Managing Director, said: “Our work with Merlo is a fantastic example of the huge benefits a bespoke approach can bring to your aftermarket.  

By using our own technology, we have been able to help Merlo to not only enhance customer experience but also pave the wave for its future growth plans. It’s a step change has already brought valuable efficiencies but that will also provide a strong foundation for them to continue meeting the changing needs of their aftermarket.”

To find out more about any of Carousel’s European in-night service, final mile options or any other of its high-performance solutions, simply email us at: findoutmore@carousel.eu.