eCommerce Fulfilment, Pick and Pack Case Study – I Love Retro
Many small but burgeoning eCommerce businesses find themselves at that critical point when a successful sales strategy begins to impact on customer services and further growth.
The situation is usually heralded by the realisation that the business has outgrown the home office and order fulfilment taken over every waking moment. Customer service is at creaking point and a new way forward has to be found to secure brand reputation and sales.
Laura Hunter, founder of online retailer I Love Retro, found herself at that point four years ago. A move to a new house to accommodate new stock and fulfilment was outgrown within 12 months and a new solution had to be introduced to sustain further growth.
“Sales fulfilment became a bigger and bigger headache and packing products pre-Christmas became a 24/7 job. We reached crisis point and I remember being really shocked to find that pick and pack with delivery services was available to us locally and more importantly set up to work with small businesses such as ours. Until that point I had assumed that you had to be running an Amazon-sized operation to make the process affordable.”
“We discovered Mail Workshop and were amazed by what they could offer us. The savings made by switching to their delivery service from Royal Mail made a considerable contribution towards the cost of the entire fulfilment service. More than that, they are flexible, understand where we are as a business and have given us back the time to invest in business growth and focus on our own brand development and marketing.”
Flexibility has been an essential part of the service. Laura continued: “All stock is now delivered directly to Mail Workshop and orders fulfilled and sent. A fantastic service and a godsend for us. Although we still have huge ambitions for the business I do not foresee a time when I will want to set up our own packing and shipping operation. Working with Mail Workshop has shown us that for it to work well and cost efficiently is incredibly complex and managing the relationship across all the carriers is a sector specialism.”
“We are already working closely with the team at Mail Workshop to try and stay ahead for Christmas 2015. Our busy period starts in October and runs right through to the New Year, plus the uplifts driven by Black Friday and Cyber Monday. It’s a time when we secure 40% of our annual turnover so getting it right is essential. We are essentially relying on Mail Workshop to maintain our reputation and our goodwill with our customers.”
Mark Rosenberg is Managing Director of Mail Workshop: “A critical part of the service we offer our eCommerce customers is the ability to help them with the cost effective growth of their business. Some of our key customers first came to us with an initial requirement to pick, pack and despatch just 5 parcels a day. Many now have a requirement for over 100 parcels a day even up to 5000 a day in batches and Mail Workshop has developed its own service offer to keep those customers operating beyond the industry expectation.”