For Best Buy, delivering customer satisfaction doesn’t end at checkout. With more than 900 retail stores and 47 fulfillment centers, last-mile delivery and installation are critical to ensure that customers not only receive their products, but receive them on time, predictably, and with confidence.

Scaling last-mile logistics at this level required a smarter, customer-first approach

“We’re building for not only today’s experience or operations, but we’re also laying the foundation for the future growth of our company.”

Challenges: Complexity in last-mile delivery

Before Bringg, Best Buy relied on multiple systems to handle services and delivery. This created inefficiencies and inconsistent customer experiences. Senior Director of Home Services Operations, Brad Prevatt, said, “If a customer purchased two different products, they could end up with two very different experiences.”

The Best Buy team knew that a fragmented last-mile delivery experience could impact customer satisfaction, especially for big and bulky product deliveries and installations that required precision.

Opportunity: Turning delivery into a differentiator

Best Buy recognized an opportunity to transform big and bulky last-mile delivery from a pain point into a competitive advantage. The electronics retailer sought a single platform to unify processes, improve visibility, and give customers the seamless experience they expect.

Prevatt said, “What we needed to figure out is, how do we get that one solution that allows us to deliver the same experience? That’s where Bringg came into play.”

Solution: Last-mile delivery powered by Bringg

“We started with a small proof of concept in a single market,” Prevatt said. The two teams worked side by side during implementation and rollout and “afterwards, we analyzed the results, found positive momentum, and then created a plan to go national,” he continued.

The pilot introduced a number of Bringg solutions that delivered measurable improvements across Best Buy’s customer experience, operations, and data intelligence.

Real-time tracking for customers

Now, Best Buy customers know exactly when their orders will arrive. Not only is that level of predictability a key differentiator, it also reduces overall delivery windows while increasing efficiency for teams.

“Our live delivery tracking experience has become an industry differentiator for us, allowing us to take a four-hour arrival window and get down into an actual arrival time,” said Best Buy Senior Director of Product Management, Home Services and Repair, Brad Hove. “It’s something our customers really love.”

Efficiency for teams and drivers

The driver app streamlines operations, from accessing customer order data to logging proof-of-delivery photos, which reduces friction for field teams. 

“Ever since using Bringg, it’s been a lot easier to navigate orders, keep track of our teams, and assist customers,” said Tyler Brown, title at Pulse. 

Data-driven insights

With Bringg, Best Buy gains visibility into its last-mile delivery network, enabling smarter decisions and continuous optimization.

“There’s a wealth of data that comes back—geolocation, driver performance, timeliness of arrivals—it allows us to really understand what’s going on with our business,” said Hove. 

True technology partnership

“Bring has come along the entire journey with Best Buy,” said Prevatt, because the Bringg and Best Buy partnership didn’t end after implementation. Prevatt added, “We're testing to learn together, we're making modifications that support uniqueness within geography, and collectively, we're creating an experience that's going to help both of our companies and our customers.”

Results: Five-star last-mile delivery experiences

The partnership delivers tangible impact:

  • Five-star customer satisfaction scores
  • Delivery window reduction – from four hours to precise times
  • Predictable, transparent delivery experiences
  • Seamless integration across Best Buy’s app and online channels
  • A scalable, future-ready last-mile delivery model

“Bringg helps us create great experiences for employees and customers,” said Prevatt. “And that’s a win for Best Buy.”

Best Buy’s journey proves that last-mile delivery, especially for big and bulky goods, isn’t just logistics. It’s a cornerstone of customer experience and loyalty. By partnering with Bringg, Best Buy turned delivery into a strategic advantage, and powers predictable, efficient, and data-driven operations that customers love.