Customer focus
Snack
happy! NatureDelivered (graze), thehealthydesk-snack company, has goneonan impressive journey from initiallymailingout grazeboxes tosubscribers toselling itsproductsonlineand nowatmajor retailerson theHighStreet across theUKand USA. Herewe talk to theirWhistl AccountDirector JudySeldon tofindout howWhistl has formedpart of their journey.
Howdid the contract with graze come about?
you’re to gain loyal customers. I’mpleased to say that we’ve consistently delivered on that and played our part in helping graze build a positive brand image. What challenges have you faced? Throughout the year there are peaks and troughs in demand so it’s essential to have an agile distribution network that can cope with fluctuating volumes. For instance when graze run an advertising campaign we always find there’s a spike in demand so you need to be able to respond quickly if you’re to keep customers satisfied. Thanks to our teamof committed account managers, planning and forecasting we’vemanaged to achieve that.
Graze was looking for a delivery partner that had the expertise to distribute high- volume packages across a complex supply chain. Crucially it needed to savemoney on postage without compromising the quality of its service. Prompt, reliable delivery is central to their success so graze wanted a company they felt sure they could depend on. Needless to sayWhistl fitted the bill perfectly! What services do you provide? There’sanumberofservicesweprovidebased ongraze’sproductrangeanddeliveryoptions itofferstocustomers.Grazebenefitsfrom greatsavingsontheirpre-sortedpackages withourPremierLargeLetterservice,plusfor heavier itemsweprovideanunsortedservice throughourAllSortPacketservice.Allcome witheconomyandpremiumdeliveryoptions, sothatwhateverthecustomerchoosesat thecheckout,wecanbesuretomeettheir requirements. Howhas the graze brand benefited fromworking withWhistl? We’ve really added value to the overall brand experience and helped improve the company’s reputation. For an online subscription service to succeed you need to be able to provide prompt on-time delivery if
Great accountmanagement, well preparedminutedmeetings, issues resolved speedily andgood understandingof our business and commercial requirements. Since the start of our contract theWhistl team havegot closer tous as abusiness, developingagoodunderstandingof
thedynamics of our category. TomCarroll, Graze Chief Operating Officer
...and the results? ...amuchmore efficient, agile operation that’s seen a reduction in the number of suppliers andmore streamlined communications. In short, a better-performing supply chain.
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Whistl Magazine • Winter 2018
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