Whistl magazine Autumn 2017
Whistl invests in
e – fulfilment
You’re hired! Jonathan Matchett, Whistl’s new Director of International
BOLTONOFFICIALLY OPEN WHISTL JOINS GLOBAL PARCEL ALLIANCE BRITS’ IMPULSE BUYINGHABITS A DAY IN THE LIFE
Wells Said
Hello andwelcome toWhistl Magazine. I hope you all had a relaxing summer. It certainly didn’t slowdown for us over the holidays. With the official opening of our new super depot in Bolton and the acquisition of e-fulfilment company Prism-DM, we’ve pretty much had our hands full! Needless to say it’s an exciting time for us. We’re investing, growing and evolving at a rapid pace and noweven better placed tomeet the needs of the fast-expanding e-commerce I’mpleased to say we have appointed Lieneke Happel as its Managing Director. Lieneke has been a long-standingmember of the senior management teamhere atWhistl and has played a pivotal role in establishing our leading position inDSAmail. Shewill focus on developing our e-fulfilment offering and build on the success of Prism-DM’s existing business. Meanwhile, the postal industry continues to adapt to the shifting regulatory landscape. We remain committed toworking closely with Ofcomand The InformationCommissioner’s Office to ensure the information rights of the public are upheld and are compliant with the General Data Protection Regulation that comes into effect next year. After all our aim is to always deliver great service that’s underpinned by best practice standards. The future looks bright with lots of exciting opportunities on the horizon andwe’re looking forward to giving youmore choicewith options that suit your ever-changing needs. As always, we’ll keep you postedwith all the latest news @whistluknews. sector thanks to the newly-acquired e-fulfilment expertise of Prism-DM.
UK-based parcel comparison website Parcel2Go has entered the postal market with a new Letters and Small Parcels service that’s ‘powered byWhistl’. The new service, developed in partnership withWhistl, will enable small businesses, online sellers andmicro SMEs to send their letters and small parcels on a pay-as-you-go basis at significant discounts. Parcel2Go will offer heavily discounted rates (compared to Royal Mail 2nd class stamps) giving businesses a huge saving, whilst still having their items delivered by a local postman. Businesses using the service will be offered the option of having their items collected, or they can drop themoff at a local drop shop. AdamHarris, Managing Director of Parcel2Go.com said: “Parcel2Go.com has wanted to allow customers to send letters as well as parcels for over 15 years, but until now only Royal Mail has been able to offer this service. We believe that our new Letters and Small Parcels service will revolutionise the industry, giving customers greater choice and flexibility, as well as saving them a lot of money.” “The service developed by Parcel2Go withWhistl is a fantastic innovation for the industry, but more importantly gives customers a new compelling alternative to how they have traditionally sent their letters and parcels,” said Michael Boulton, Strategic Development Director at Whistl. “Customers have been asking for a service like this for years, and now they have one.” Parcel 2Go launches Letters and Small Parcels service powered byWhistl
NickWells Chief Executive Whistl
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Whistl Magazine • Autumn 2017
News
Bolton super depot Whistl celebrates new with official opening
The doors to our newBolton super depot were officially opened in July, in a ceremony attended by leader of Bolton Council Cliff Morris. Local councillors, community representatives and customers joined Nick Wells, CEO of Whistl, at the official opening of the state-of-the-art facility based at the Logistics North development. It’s great news for customers as it will enable us to increase our operational efficiency, grow our capacity and help us deliver an improved service to the many UK businesses we serve every single day. And it’s great news for the local community too as we expect to create 500 jobs, helping to boost skills and provide training opportunities for people across the region.
New direct mail and doordrop incentive on offer!
Royal Mail has introduced a new Integrated Incentive Scheme that will enable customers to claim 15%
postage credit when they combine their advertising mail and doordrops in a single campaign. The good news is that you can also redeem this withWhistl! Results have shown that there is a significant boost in response when direct mail and doordrops are integrated as part of a carefully co-ordinated campaign, helping uplift sales and Return on Investment. It’s an excellent opportunity to trial this two-stage approach, whether you’re amarketer that generally favours doordrops, direct mail or even new to both. The Integrated Incentive Scheme is now available and valid until 31st January 2018. Formoredetails and terms on theScheme visit www.whistl.co.uk/integrated
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Whistl Magazine • Autumn 2017
International
Whistl joins Global Parcel Alliance
Globe-trotter: Laurie Oakley, International Sales Director at Whistl
Whistl has become the first UKmember of a Global Parcel Alliance (GPA), an initiative led by Chinese courier YTO Express that aims to promote cross-border delivery efficiency. The Alliance that includes leading 50 delivery companies fromAsia, Europe and the Americas will provide an international parcel network that supports major global markets and the rapidly growing e-commerce business. The GPA is one of the world’s first among private delivery firms, providing an alternative to the older, more traditional network between the world’s major government-backed postal services. Accordingly, one of the alliance’s major goals will be standardising procedures for a growing volume of cross-border delivery services said YTO Chairman YuWeijiao. Nick Wells, CEO said: “Our membership of the GPA underlines our commitment to building our presence in the global post and parcel market. Being the first UK member of the group also highlights our commitment to provide our customers with the most efficient and innovative ways to trade internationally.”
We’re pleased to announce that we have appointed Jonathan Matchett, former Managing Director of e-commerce delivery experts, wnDirect as our new Director of International. Jonathan brings over 20 years’ experience withmajor retailers including ebay, Next, Tesco, DSG International and Marks andSpencer andhas awealthof expertise incross-border delivery for e-commerce. His role here at Whistl will be to drive growth for our international mail and parcel business and help develop solutions tomeet the challenges e-retailers face. Jonathan commented “I amdelighted to start work with Whistl to accelerate its growth strategy in international mail and parcels. The company is capitalising upon the growth in cross-border e-commerce and I amdelighted to be part of the team to realise the potential of this market.” Nick Wells, CEO of Whistl, added: “We are pleased that Jonathan has joined our talented team to grow our international proposition. He brings invaluable expertise to our growing range of delivery services, particularly in cross-border e-commerce.” You’re hired!
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Customer focus
At work with
TheWorks
Tell us a bit about your business
Howhave you benefited? We’ve seen a significant
Q
Q
TheWorks stocks over 40,000 different products including
reduction in packaging and carrier costs and an improvement in our
books, toys, gifts, stationery and arts and crafts and sells themat discount prices. We serve over 22.5million people each year, including families and people of all ages and sell over onemillion products every week to customers looking for a bargain. It’s a big operation and distribution forms a central part of this, particularly for our online business. What do you findmost challenging? Because we are a discount store, minimising costs without compromising quality standards is essential. With over 30million orders a year, we need access to an infrastructure that is extremely cost-efficient and that’s able to respond quickly to seasonal fluctuations. It can be challenging at times so working with a delivery partner that can offer that flexibility, expertise and supportive account management is really important to us. Q
pack performance. Our account manager has also been really supportive and it’s that close working relationship that has really helped us to drive new efficiencies. …and the results? We’ve seen an increase in delivery reliability and efficiency which we’ve been able to convert into cost savings per shipment of between 10-15% against previous couriers and 6% overall improvement on packing. growing at a rapid rate. We were sending 100%more packets (from3,000 to 6,000) per week within just 18months, reaching 11,700 packets per week at our peak in 2016. As we’ve grown we’ve developed a really close working relationship, creating solutions that have enabled us tomake our operation muchmore efficient, cost-effective and able to process greater volumes. It’s this close partnership combined withWhistl’s deep understanding of our business that’s made the relationship work incredibly well. Q What do you think has worked best? Our relationship withWhistl started when the business was
Many customers describe shopping at Britain’s leading discount retailer, TheWorks like entering an Aladdin’s Cave because of the thousands of interesting and unusual products on offer. With over 20million customers and such an extensive range of products available, a delivery operation that runs like clockwork is an essential part of the business. Here we asked Peter Jowitt, Distribution Operations Manager at TheWorks, what challenges the business faces and why its relationshipwith Whistl works so well.
And howhasWhistl helped youmeet these challenges? Whistl introduced a tailor-made carrier solution for our large
Q
letters and small packets and identified how we could redesign our packaging to enable us to sendmore products through their network at lower cost.
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Whistl Magazine • Autumn 2017
e-fulfilment
Whistl acquires e-fulfilment house, Prism-DM
We have some exciting news! Whistl has acquired one of the UK’s leading e-fulfilment providers, Prism-DM, in a deal that will help strengthen our offering to online andmulti-channel retailers. With warehouses based in Farnborough and Rushden, Prism-DM brings extensive e-fulfilment expertise to themix covering everything from integrated IT systems, storage, pick and pack, despatch and returns services through to call centre response handling. Among its clients are some of the retail sector’s most high-profile and luxury brands including Oliver Sweeney, Le Chameau, BrandAlley, Macmillan, National Trust and
We give you the option of either selecting the specific elements you require or if you prefer, you can outsource your entire end-to-end fulfilment to us, leaving you free to concentrate on your core business. NickWells, Whistl CEO said: “As a dynamic, entrepreneurial company, we’re always looking for ways to give customersmore choice in themarkets we operate. Investing in Prism-DMhas helped us do just that with warehousing, fulfilment and packing services designed to bring greater efficiency and economy-of-scale to the e-commerce supply chain. We’re really excited about the opportunities ahead of us and look forward to growing our range of solutions for online andmulti-channel retailers.” Gill Rashpal, Commercial Director of Prism-DM added: “We’re delighted to become part of the UK’s largest Access operator. CombiningWhistl’s deliverymanagement expertise inmail and parcels, with Prism-DM’s know-how in e-fulfilment, means we can now offer a complete supply chain solution to e-retailers fromclick to final delivery. It’s the perfect fit for both businesses.”
Warner Brothers Studios to name but a few. For both small start-ups seeking to enter the
e-commercemarket and establishedmulti-channel retailers, it’s great news as we’re able to support you and your customers further up the supply chain with solutions to suit your specific needs.
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Everything for e-commerce fulfilment
From IT systems, warehousing and pick, pack and despatch to returns and call centre response handling, we can take care of as much or as little as you need.
For more info visit www.whistl.co.uk/e-commerce
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Whistl Magazine • Autumn 2017
Industry research
BRITS SPEND OVER £3 BILLION ON IMPULSE BUYS EVERY MONTH
91% of Brits admit tomaking an impulse buy every month with the average person spending £48 on spur-of-the-moment purchases, according to new research recentlycommissionedbyushereatWhistl. That adds up to a staggering £3.1 billion every month or £37 billion a year, which is great news for the British economy! Supermarkets appear to be where most impulse buys are made with over half (59%) of shoppers admitting they added more to their baskets than they intended. Online retailers including Amazon and eBay were named as the next most likely places where consumers made a quick click and buy. Insomnia and alcohol are cited as the most common reasons for unplanned purchases. Over a third (39%) of Brits admitted late night browsing online tempts them to the checkout, whilst 24% said having a drink got them in the mood for clicking ‘buy now’. Others claimed they find special offers irresistible, making themmore likely to buy on the spot. According to the survey, women are more impulsive than men. Only 6.5% of women said they never buy on impulse, compared to 12% of men. However men actually spend 11% more than women on the average unplanned purchase. When it comes to speed of delivery, some shoppers aren’t as eager as they first appear with over a quarter (28%) of those surveyed saying they are happy to wait a week. However a third are not so patient, only willing to wait two or three days. Melanie Darvall, Director of Marketing & Communications at Whistl said: “Today more andmore Brits are used to being able to get hold of anything they want or need at the touch of a button. From adding an extra bottle of wine to your basket at the supermarket to splashing out on a new pair of heels that are 30% off ‘just because’. These types of purchases can soon add up but it’s great to see somany shoppers being savvy when it comes to getting the best prices and quickest delivery. “Impulse buying has always played a key role in the retail mix, and with the rise of online shopping, retailers must offer a seamless experience with easy navigation, fast payment and a choice of delivery options.”
TOP 5 PURCHASES
56%
CLOTHES
49% 34%
FOOD & DRINK
HOME ACCESSORIES
27%
SHOES
22%
JEWELLERY
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Whistl Magazine • Autumn 2017
91% OF BRITS ADMIT TO BUYING ON IMPULSE
Here at Whistl we remain committed to cracking down on scammail which is one of the reasons why we recently helped to develop an industry-wide code of practice in collaboration with Royal Mail, UKMail and the National Trading Standards Scams team. Now we are encouraging organisations to become a ‘Friends Against Scams’ organisation, an initiative that has been developed by the National Trading Standards Scams team to informcommunities about the types of scams and frauds that are taking place across the UK and encouraging them to take action. To find out how you can join the Friends Against Scams initiative, and for more information visit www.friendsagainstscams.org.uk Addressing the scourge of scams
£48 IS SPENT ON THE AVERAGE UNPLANNED PURCHASE
59% OF SUPERMARKET SHOPPERS ADMITTED STRAYING OFF THE SHOPPING LIST
39% ADMITTED LATE NIGHT BROWSING ONLINE TEMPTS THEM TO THE CHECKOUT
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Whistl Magazine • Autumn 2017
Aday in the life... RODDY HOLMES NATIONAL CUSTOMER SERVICES INTERNAL ACCOUNT EXECUTIVE
When it comes to customer satisfaction, it’s prettymuch guaranteedwith National Customer Services Account Executive, Roddy Holmes. He’s theman on amission tomake sure everymailing runs smoothly, every query is answered and every client need ismet. After all, putting a smile on customers’ faces is Roddy’s raison d’être. Here we catch up with him to find out what it takes to be aWhistl Account Executive.
I’m the first port of call… for any operational and day-to-day queries, so first thing in the morning I check my emails and deal with any urgent customer enquiries. I’mresponsible for looking after… some of our biggest clients that send high volumes of mail. These include BT, Everything Everywhere, Sainsburys and Marks & Spencer. Making sure everymailing runs smoothly is part and parcel of my job… for instance if a customer is sending over a million items of mail as part of a DM campaign and expecting a busy call centre to handle the response, I’ll ensure that all mailing houses and depots are prepared and ready to process the mailing as a priority so that the campaign is delivered on time. I particularly enjoyed…. handling a high- profile DM campaign for BT when they won the rights to broadcast Premier League matches for the first time. The campaign had to be meticulously planned and executed which involved close liaison with depots, mailing houses, customers and transport. We were under real pressure to deliver, and I’mpleased to say we did! Day-to-day… I’mbusy resolving issues, producing daily handover performances and forecasting. I deal with all sorts of enquiries whether it’s clarifying what qualifies for adMail
and Mailmark, checking customers’ new artwork designs, notifying Royal Mail of pending high- volume mailings or advising on invoice queries. The role is varied and no two days are the same! Towork in customer services… you always need to be personable, professional and positive. It’s an absolute must, even when you don’t have all the answers! I’mreally thrilled to have been a finalist… for the prestigious accolade Customer Services Professional of the Year at the European Contact Centre and Customer Service Awards’ in 2014. Whistl nominatedme for the award, saying: “Roddy looks after some of Whistl’s most high profile key accounts. These accounts alone mailed over 48million items with us last year and are all ranked within our top 45 customer base... his dedication, customer focus, attention to detail and grasp of the importance of certain activities for customers is second to none.” It’s really rewarding to be recognised for what you do, even if you do think it’s just part of the day job! I’ve alsowon aWOWAward… which is an internal customer service award for going above and beyond the usual call of duty. Out of hours… I’m a proud dad and love spending time with the family. I also enjoy off-roadmountain biking, occasionally at night for an added adrenaline rush!
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Can we do more for you?
Offering UK organisations an innovative range of economic and efficient mail delivery services.
• Pre-sorted mail • Unsorted mail
• International mail • Hybrid mail
National delivery services for UK organisations sending parcels with a range of delivery options.
• Tracked • International parcels
• Pre-sorted • Unsorted
Outsource your complete fulfilment requirements to us or we can build a bespoke solution from our portfolio.
• Fulfilment & warehousing • Logistics management
• IT Solutions • Customer support
TO FIND OUT MORE Existing customers contact your account manager New customers call us on 01628 861503 e-mail whistl.magazine@whistl.co.uk visit www.whistl.co.uk
A range of services for sending mail and parcels overseas.
• Pre-sorted • Registered
• Unsorted • Tracked parcel services
We hope you enjoy readingWhistl Magazine. If you’d like us to feature anything in particular in future issues, or would like to feature as a case study please get in touch using the following contact details.
End-to-end management of doordrop campaigns using analytical insights to target the households you most want to reach, helping your media spend go further.
email whistl.magazine@whistl.co.uk write NatalieWalker, Whistl UK Ltd, Meridian House,
Fieldhouse Lane, Marlow, Buckinghamshire, SL7 1TB
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Whistl Magazine • Autumn 2017
Returnaddress:Whistl UK Ltd, Meridian House, Fieldhouse Lane, Marlow, Buckinghamshire, SL7 1TB
Reach customers worldwide with Whistl The world comes shopping on UK e-commerce sites. If you’re looking to generate more cross-border trade, Whistl can help. Not just with all the delivery options you and your international customers want, but expert support on customs, duty and stuff like that. In short, we put the world within reach.
Call 01628 861503 e-mail whistl.magazine@whistl.co.uk visit www.whistl.co.uk/worldwithinreach
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