Customer Focus
Multi-carrier shipping made easy
Last year Whistl acquired Parcelhub, the multi-carrier delivery management and ecommerce tracking support specialists. Here we catch up with one of its customers Charles Bentley, a global manufacturer and supplier of home, garden and leisure products, and dropshipper for some of the UK’s biggest retailers. We talk to Andrew Steel, the company’s Ecommerce Director to find out how Parcelhub has helped support their international expansion with smart, integrated technology specially developed for its carrier management and customer service operation.
Whywere you looking to change theway youmanage distribution? Our business is growing rapidly. We stock over 3,000 products and ship over 250,000 parcels to 31 countries, so we were looking for a more efficient delivery management solution that is flexible and integrates with the systems we use. How has Parcelhub’s deliverymanagement software helped improve your delivery operation? We ship products ranging from 100 grams to 1,000 kg which include anything from small envelopes to bulk shipments on pallets as well as ‘leave safe’ and delivered-with-a-signature consignments. Most items are despatched on one of Parcelhub’s direct carrier contracts but Parcelhub’s software also gives us the flexibility to use our own courier contracts. And how do youmanage customer service across all the carriers and sales channels you use? Parcelhub’s Tracking Support team takes full ownership of delivery queries and has developed a customer support IT infrastructure that integrates seamlessly with our customer experience management platform. Their SMART Notifications platformprovides proactive tracking of all our shipments fromorder placement to query resolution. The real advantage is that Parcelhub’s Tracking Support team can quickly identify any issues and view all communications with customers and carriers in one place, in real time. That means we have complete visibility across all our 30-plus sales channels and can easily check whether Parcelhub are keeping our customers happy andmeeting agreed service levels. So how has your business benefited frompartnering with Parcelhub? We would have to employ at least three additional customer service advisers tomanage the different carriers we use. That’s a big cost saving to a business like ours. We really do see Parcelhub as an extension of our own business, and we have spent the last three years further integrating Parcelhub’s customer service solutions with our own operation to strengthen our offering. In fact, Parcelhub is saving us over £40,000 a year on customer service, software development andmanaging carrier relationships. We enjoy a very collaborative partnership and are constantly looking to build upon the efficiencies we’ve alreadymade with new technologies. For more information about Parcelhub’s range of delivery management, tracking support and fulfilment solutions visit www.parcelhub.co.uk or call 01159 503 018.
BOX CLEVER AndrewSteel Ecommerce Director Charles Bentley Managing Director Naomi Bentley Director James Bentley Director
Charles Bentley stock over 3,000 products and ship to 31 countries
WilliamBentley General Manager
Parcelhub is saving us over £40,000 a year on customer service, software development and managing carrier relationships.
8 Whistl Magazine • Spring 2019
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Whistl Magazine • Spring 2019
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