Bensons For Beds

Helping Bensons for Beds to achieve dream-level efficiency

UK sleep experts, Bensons for Beds, wanted to dream big when it came to streamlining their operations. They contacted ReThink to assess two different areas of the distribution arm of their business; home delivery and warehouse operations.

Our experts set to work, reviewing current processes and making recommendations that would enable Bensons for Beds’ warehouse operation to become more efficient.

What was the challenge?

Home delivery operations

When speaking with their delivery teams, Bensons for Beds were hearing that drivers didn’t feel they had enough time to deliver orders safely whilst providing quality customer service.

An initial internal audit was carried out to review the issue and whilst everything seemed to be in order, they still received the same feedback from a proportion of drivers.

To achieve a thorough understanding of the required time, Bensons for Beds approached ReThink to conduct an independent evaluation of the time and processes.

Warehouse operations

Considering the size of Bensons for Beds’ products, they also wanted to review warehouse operations.

This would ensure teams were handling items safely and taking enough breaks, whilst identifying operational efficiencies.

Resting easy with ReThink

Bensons for Beds take their customer and team satisfaction very seriously. With their Great Place To Work Certification, they take comfort in knowing that their teams are properly looked after.

Bringing ReThink in to review the two areas of concern would;

Address the team’s feedback
Ensure operations were precise and accurate
Provide Bensons for Beds with confidence that what they were asking of their teams was fair and transparent
Provide a more realistic view of current spend, ensuring time is used when it’s required and in the right areas
Build on customer satisfaction
Identify efficiency opportunities and improve the flow of operations

Ultimately, Bensons for Beds wanted a productivity partnership; someone to work collaboratively with them on these areas, as well as future projects in their pipeline.

What did we do?

As business productivity experts, we have decades of experience working in the field with similar retail companies.

Using this expertise, our productivity analysts were deployed onsite to obtain a true understanding of current operations.

For home delivery

We went on the road with delivery drivers to understand the challenges and real-life complications they faced, from getting in the van at the start of the day, to parking it back in the warehouse in the evening
We experienced everything from narrow staircases to deliver huge beds, to houses where outside parking was impossible, traffic jams, city-based apartments where the delivery was taken up in a lift, rural cottages down narrow country lanes, and lovely customers everywhere

The data we collected showed how time is spent during the day of a typical driver, and this allowed us to calculate the average delivery and build times for all the different products delivered

For warehouse operations

We timed how long it took to conduct core warehouse processes that related to handling deliveries into the warehouse, and picking and sorting stock ready to be delivered to customers
We studied a range of sites and operational types to understand the impact of physical differences on how colleagues work and quantify productivity opportunities

How did it help?

Through our analysis, we were able to:

Obtain accurate driver information – Independent analysis has given Bensons for Beds confidence in their driver timings, having been verified by a third party. They now know that, if a team member has issues, they need to provide tailored support rather than tackle it as a collective problem
Provide accurate budgeting for the warehouse – Whilst it is currently too soon to see the full effect of this, having the standard minute values per task type, and the ability to budget resources based on individual items, has been a key step for Bensons for Beds
Provide a true representation of current operations – Our analysts collected data that was thorough and detailed, and offered valuable insights to help Bensons for Beds progress on their transformation journey
Report back with accuracy – Results were presented in a clear, transparent format that could be communicated to senior leadership teams, giving them confidence in future plans
Quantify variance – Via efficiency analysis, we identified that two sites, similar in nature, were operating in different ways; something Bensons for Beds had known and now have the confirmation through solid data to identify the most efficient approach
Help Bensons for Beds build confidence internally – Their community continues to thrive, and trust in the management team has further increased. The review has proven that, when colleagues make requests, senior leaders will listen and reply in a responsive manner

Feedback from Bensons for Beds

“ReThink did everything they could to make sure we got great results and good engagement on the ground, and our relationship will definitely continue. We’re still on a journey of transformation, and so far, the data and insights they have provided have been really helpful. When they were observing our processes, they made some great suggestions on how we operate.

For us, it’s not about cutting costs; it’s about working smarter, and we are using ReThink again to help us verify things that we think will be beneficial to the way we operate.” – Marlena Kucel, Logistics Change Manager

If you would like an independent, unbiased review of how your business operates, contact our team of productivity experts and discover how we can help transform your processes.