Whistl Magazine Spring 2021

Whistl Magazine Spring 2021

Whistl

Spring 2021

magazine

E-commerce boom spurs fulfilment growth at Whistl Fuelling fulfilment

PLUS… HOWPARCELTRACKING DRIVES MORE TRANSACTIONS SIX REASONS TO OUTSOURCE YOUR CALL CENTRE

GREAT SCOTTS NIGEL SWABEYON THE SUCCESS OF SCOTTS &CO

Wells Said Growing fast in fulfilment

Major expansionwith Magna Parkwarehouse Whistl Fulfilment is prettymuch full up – but our brand new300,000 sq.ft. warehouse at Magna Park Lutterworth is about to come on stream. Magna Park Lutterworth is Europe’s largest dedicated logistics and distribution park, and our new facility is built to industry- leading environmental and technological standards. Over 200 new jobs will be created and the site has been purpose-fitted out as a flexible fulfilment centre for everything from fashions to foodstuffs. “This is amajormove forus”, commentedJonStockton,Whistl’s recently appointedDirector, Fulfilment &Contact Centres (South). “It’s a statement of intent forWhistl Fulfilment, positioning us as a leader in the fastmovingfieldofe-commerce fulfilment. LATEST… a new site in Northampton Just agreed isa leaseonabrandnew133,000sq.ft. unit adjacent toourexisting site inMoultonPark, Northampton. AnotherWhistl Fulfilment centre on the way, due to be operational this August, and planned as a dedicated facility for our client SharkNinja.

Newpartnerships boost pan-European fulfilment In partnershipwith PVS Europe, our fulfilment division can nowoffer customers a full range of services across Europe. Simultaneouslywe’re joining the F4E network, linking us into 20 fulfilment centres stretching from Ireland to Russia. These tie-ups are great news for e-commerce companies, with Whistl being a single point-of-contact for fulfilment across Europe. Long-standing customer SportPursuit was quick out of the blocks, with PVS now handling pick, pack and dispatch formarkets in mainland Europe.

Founded: 1999 Locations: Paignton, Plymouth andWrangaton Employees: 300 Contact Centre seats : 140 Warehousing: 220,000+ sq ft across 3 sites Vital Statistics: 100,000+ pick bins 95,000+ SKUs 250+ deliveries in per day 5000+ customer contacts per day 20,000+ parcels despatched per day Clients: Over 35 clients, including Dogs Trust, Cisco, Scotts of Stow, Madeleine and Sophie Conran Whistl welcomes Clientbase Fulfilment Just aswewent to presswith the last issue of the Magazine, itwas announced that Clientbase Fulfilment would be joining theWhistl Group. Clientbase is a Devon-based fulfilment company focused on the home shopping sector, with particular strengths inwarehousing, contact centres, returns handling and home delivery. Over the years it has built a winning reputation as the ‘friendly face of fulfilment’, combining service excellence with a personal approach. Clients range from artisan chocolatiers to exercise equipment suppliers. ‘We welcome the Clientbase team into theWhistl family’, commented CEONickWells. ‘They share our entrepreneurial approach and bring in-depth expertise to our rapidly-expanding fulfilment operation.’ David Fanous, one of the founders of Clientbase, continues in his role as Managing Director of the operation which will continue to trade under its own name. ‘Through joining forces withWhistl, we will strengthen their already well-established fulfilment arm and in turn, Clientbase will be part of the UK’s leading delivery management company, and be able to drawon their expertise and infrastructure’, he said. To support the growth of Clientbase, 35,000 sq.ft. of additional warehousing space has been secured in Plymouth.

The focus formy column this issue is fulfilment.

The e-commerce boomhas fuelledmassive growth in demand for fulfilment services, fromwarehousing to contact centres. It’s an areawe’ve been focusing on for the last five years andwe’ve built up considerable expertise and resource over that time…but nowwe’re aiming to be first for e-commerce

JON JOINS

fulfilment, andwe’re moving forward fast. In 2021 already, three major steps have been taken, read about themhere. Further moves are also in the pipeline, watch this space!

Following rapid growth in our Fulfilment operations, Jon Stockton has joinedWhistl as Director, Fulfilment & Contact Centres (South).

Jon brings extensive experience of building and leading teams in logistics and fulfilment, gained over 26 years withTNT/FedEx, latterly asVPGround Operations UK. Outside ofwork he is a keen cyclist and Spurs fan.

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Whistl Magazine • Spring 2021

PARCEL TRACKING

Giving the people what they want – parcel tracking! More people are shopping online, more parcels are being sent andmore is now expected by the consumer. The delivery experience canmake or break future transactions, and parcel tracking is now central for the consumer – fromproactive notifications to proof of delivery.

We’ll let the stats tell the tracking story:

The take-out – a good tracking experience can lead tomore transactions. There are further benefits for the online retailer too: • Flexibility enabled by tracking – diversion, rescheduling – means more first-attempt deliveries • Tracking reduces number of customer service enquiries by providing full transparency for the consumer • Tracking technology can predict service delivery ‘excursions’, preventing problems arising For growing e-commerce companies, parcel tracking is today a need-to-have. AtWhistl, ourmulti-carrier delivery management approachmeans we can help you offer your customers a diverse range of options and choices related to delivery and tracking. Visit www.whistl.co.uk/parcel-tracking formore information or contact us on 01628 703 538

80% IN 2020, 80%OFTHE UK POPULATION SHOPPED ONLINE 87% SAID BEINGABLE TO TRACKADELIVERYWAS IMPORTANT 86% SAIDTHE OPTIONTO RESCHEDULE OR DIVERT WAS IMPORTANT 45% OF SHOPPERS HAVE CHANGEDTHEIR MIND ABOUTA PURCHASE DUE TO DISSATISFACTION WITH DELIVERYOPTIONS

With High Streets closed andmore peopleworking from home, 2020 sawa substantial increase in B2C parcel delivery driven by e-commerce. The trend is expected to slowthis year, but B2C delivery has nowovertaken B2B parcels and further growth is predicted for the sector. • B etweenMarch – July 2020, therewere over 16,000 e-commerce start-ups • I n 2020, Whistl processed over 85million B2C parcels – up 15%on the previous year

Sources: Statista, Ofcom, Royal Mail, DHL

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Whistl Magazine • Spring 2021

Whistl Magazine • Spring 2021

CUSTOMER Q&A

“Of all the DSAs, Whistl are by far the most responsive and attentive”

SECRETS BEHIND SCOTTS’ SUCCESS Since starting out in Stow-on-the-Wold in 1991, Scotts & Co has become the UK’s premier independent direct retailer. Here Nigel Swabey, Chairman, gives us a fascinating insight into the secrets behind that success.

Q. What do you look for in a supplier? A. We are looking for partners we can trust – suppliers who listen to our concerns and who are sensitive to those concerns, whether it be about the quality of the products they are supplying or the timing of their deliveries. In logistics, it’s not all about price. It’s about your supplier’s sensitivity to your timing imperatives, your needs in terms of mailing supplies and themanagement of order flows. • Accepts MicroSD cards up to 64GB, not included • Nano coated body with IP54 splash resistance • Earphones and charging cradle Q. How doesWhistl support your organisation? A. That’s an easy one. Of all the DSAs (DownstreamAccess Suppliers) Whistl are by far themost responsive and attentive to their clients’ needs. Much as we all love Royal Mail, their retail team is simply not able tomove as fast and are not able to be as responsive or creative in coming up with ideas to resolve tactical challenges. No surnames, but if any Whistl clients have had experience of working with Sharon, Andy or Nick, they’ll know what I mean when I say that it is a pleasure to work with them. I know postal affairs as well as most, but I’m still learning from these guys. And now for something completely different… NEW The Smartest Clamshell Phone on the Market? If you want an easy-to-use mobile phone but like the convenience of a touchscreen, the Touch SMART is the perfect choice for you. This ‘hybrid’ phone combines a physical keypad with a touchscreen for easy access to your phone book, texting, built-in camera etc, so it’s simplicity itself to use. It also as the popular WhatsApp pre-installed, with a special WhatsApp shortcut button above the keypad, so you can instantly message or video-call friends and family. An additional external screen alerts you to incoming phone calls, so you can see who’s calling even w en the phone is shut, and there’s a high-quality 5MP camera. Supplied unlocked for use on any network; simply insert your own SIM card. 11.4x5.7x2.1cm. 320 9601 Touch SMART Clamshell Mobile £139.95 HalfPrice Offers Price O fers Last Minute Gift Ideas NEW ‘Hard-to-Find’ Classic Fragrances for Men Memories and smell are closely linked, and these classic ‘blasts from the past’ are guaranteed to remind your man of magical moments. Refreshing, revitalising ‘Brut Original’ from Fabergé, 2 x 100ml. Masculine, earthy ‘Quorum’ aftershave by Antonio Puig. 100ml. Woody, musky ‘Aramis’, eau de toilette, 110ml. And, fresh, sharp Davidoff Cool Water, the original marine fragrance with refreshing aquatic aromas and a sensual finish, eau de toilette, 125ml. 322 7515 Brut Aprés Rasage, 2 x 100ml £19.95 322 7528 Quorum, 100ml £24.95 322 7541 Aramis, 110ml £39.95 322 7554 Cool Water, 125ml £39.95 • 3.35" main colour touchscreen with 8 colour icons • Additional external 1.5” display • Phone book with space for 1000+ contacts • Optional emergency call function • Pre-installed WhatsApp with shortcut button • Hearing aid compatible • 5MP camera, Bluetooth 4.0, GPS, FM radio, torch and calendar

Q. Please tell us about your business. A. Scotts&Co is adirect catalogue and online retailer.Wehavewhat webelieve is the largest customer >Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12

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