Case Study

How FragilePAK Filled a Void for Worldwide Express

Every year, global logistics company Worldwide Express (WWEX) arranges delivery for millions of package and freight shipments for small to midsize businesses. But when it came to their customers’ oversize residential deliveries, the service provided by a fragmented group of less-than-truckload (LTL) carriers and white glove providers left room for a more focused supplier.

In 2022, WWEX began recommending FragilePAK to customers who needed a reliable solution for residential deliveries that require more care in handling than a traditional pallet — everything from furniture to appliances and outdoor equipment to bath vanities.

Now, these customers can take advantage of FragilePAK’s liftgate vehicles and two-person teams who are fully trained in inside delivery, installation, and assembly.

Enhancing customer satisfaction

With FragilePAK’s proprietary technology platform that tracks every shipment in real time, consignees have better shipment visibility and the ability to schedule their delivery appointments online — translating into fewer calls to shippers and improved customer satisfaction scores.

The shippers receive a single invoice for all services, including final-mile delivery, making the solution more seamless. And since FragilePAK’s network is set up to reduce handling and the potential for damages, the service has also helped to eliminate returns.

“FragilePAK has been a viable solution for our customers who have home deliveries that need extra care in handling,” said Mike Marek, Director of Strategic Pricing for WWEX. “If we have customers that are unhappy with their last-mile provider, we know we can leverage FragilePAK to help fix the issues and retain the business.”