--- title: "How Floranow is Maximizing Customer Delight With Locus" id: "10411" type: "post" slug: "floranow-maximizing-customer-delight-with-locus" published_at: "2023-03-20T07:50:53+00:00" modified_at: "2025-08-11T12:31:47+00:00" url: "https://locus.sh/blogs/floranow-maximizing-customer-delight-with-locus/" markdown_url: "https://locus.sh/blogs/floranow-maximizing-customer-delight-with-locus.md" excerpt: "Locus’ Route Planning feature has enabled Floranow to achieve a 99% delivery rate, up from 70% prior to Locus, even as they continue to grow in scale." taxonomy_category: - "Customer Success" taxonomy_post_tag: - "Delivery Experience" - "Route Optimization" - "Route Planning Software" --- #### [Customer Success](https://locus.sh/blogs/category/customer-success/) # How Floranow is Maximizing Customer Delight With Locus [Siddhesh Raut](/author/siddhesh/) Mar 20, 2023 4 mins read ## Key Takeaways - Manual last-mile delivery management through spreadsheets proved inefficient for Floranow’s growth, highlighting the need for digital transformation in their floral delivery operations. - Real-time delivery tracking and automated ETA updates significantly improved customer experience, allowing buyers to place orders digitally and receive instant shipment updates. - Floranow achieved a dramatic improvement in on-time delivery rates from 70% to 99.5% by implementing digital route optimization solutions. - Locus’s dispatch management platform enabled Floranow to offer customized delivery windows and same-day express delivery options, helping them scale operations while maintaining product freshness. *The UAE-based B2B floral marketplace is able to scale their last-mile flower delivery operations with a 99% on-time delivery rate, and bring a new level of customizability to buyers’ experience* Having grown up in a family in the floral industry, Charif Mzayek was acutely aware of the challenges of both flower growers and buyers: long and inefficient supply chains that increase costs and impact product quality, price volatility, and a lack of transparency being some of the hardest to tackle. He also saw a need to expand the product selection for buyers and the growers’ access to other markets. Another key challenge was equitable pay: buyers ended up paying more and growers ended up getting less for their crops due to an ineffective and obsolete supply chain. With a passion and desire to resolve all this and more, he founded Floranow in 2016. Based in the United Arab Emirates (UAE), [Floranow](https://www.floranow.com/) is an online B2B floral marketplace that connects buyers to growers from across the world, including Holland, Kenya, Thailand, Columbia and China. Their mission is to ensure direct, transparent and efficient transactions between growers and buyers while optimizing the cold chain to ensure the freshest quality of products to all stakeholders. ## Digitalizing the last-mile to bring 99.5% on-time delivery rates The buyers that Floranow caters to are currently based in the GCC and Jordan. Given that last-mile accounts for close to 50% of all shipping costs, it was essential to get this right to ensure timeliness of delivery, maintain the freshness of the product, and keep operating costs in check. Initially, the team at Floranow would manage all last-mile fulfillment, from the distribution center to the customer’s doorstep, manually through spreadsheets. This included everything from capturing of orders to assigning them to drivers and creating routes. Over time, the team realized that scaling up operations would require digitalizing their fulfillment in an end-to-end manner. And one of their topmost priorities was a [route planning solution](https://locus.sh/route-optimization/route-optimization-software/) . When working with a last-mile solutions provider, they realized that they needed more solutions that added transparency and greater insights to [improve their last-mile](https://locus.sh/blogs/improve-last-mile-delivery-with-dispatch-software/) . They found all that they needed with Locus. As of today, Locus’ Route Planning feature has enabled Floranow to achieve a 99.5% delivery rate, up from 70% prior to Locus, even as they continue to grow in scale. ## Ensuring quality and new levels of consumer delight with technology According to Jibu, IT Lead at Floranow, [Locus Dispatch Management Platform](https://locus.sh/dispatch-management-software/) also vastly improves on the customer experience because of its ability to work with real-time data. “If one task is delayed, either due to traffic blocks or any other reason, the estimated time of the next delivery is automatically updated for more accurate ETAs for our customers’ deliveries in real-time. This is what we love most about working with Locus.” Jibu recounted that earlier, procurement representatives of their clients would call to place their orders, and then constantly follow up with them to prioritize their deliveries. After onboarding Locus Dispatch Management Platform, the team at Floranow was able to overcome challenges by offering [deliveries based on customer preferences](https://locus.sh/blogs/how-to-empower-retail-customer-delivery-experiences/) , something that was lacking with their previous solution provider. Customers could now place their orders with the click of a button and receive updates about their shipments in real-time. One their biggest achievements in maximizing customer delight is by providing same-day express delivery with the help of the platform. “For example: all orders placed between **8-12 p.m**. will be delivered between **1-3 p.m**. We are able to provide these windows with Locus. We can simply upload our tasks on the platform, making it really simple for scheduling and routing delivery.” With these capabilities, Floranow now aims to expand its presence across key GCC markets as a leading B2B floral marketplace. **Want to enhance your customer experience? Talk to our experts today!** [Schedule a Demo](https://locus.sh/delivery-experience-management-software/#schedule-demo) MEET THE AUTHOR Siddhesh Raut An endlessly curious reader and writer. When not working, Siddhesh also loves taking long walks, learning something new, and cooking the occasional curry. ### Related Tags: [Delivery Experience](https://locus.sh/blogs/tagged/delivery-experience/) [Route Optimization](https://locus.sh/blogs/tagged/route-optimization/) [Route Planning Software](https://locus.sh/blogs/tagged/route-planning-software/) [https://locus.sh/blogs/what-is-curbside-pickup/](https://locus.sh/blogs/what-is-curbside-pickup/) #### [Retail & CPG](https://locus.sh/blogs/category/retail-and-cpg/) ## [Curbside Pickups: What are They and How do They Work?](https://locus.sh/blogs/what-is-curbside-pickup/) [Lakshmi D](https://locus.sh/blogs/author/lakshmilocussh/) Mar 10, 2023 Locus empowers retailers to deliver seamless curbside experiences through industry-leading automation and real-time order intelligence, trusted by 360+ enterprises worldwide. 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