Whistl
Winter 2022
magazine
A GOOD READ
Helping to write a new chapter for The Willoughby Book Club
HAPPY NEW YEAR – LET’S HOPE IT’S A GOOD ONE
PLUS… HEAD OFFICE MOVE TOP TIPS FOR SUSTAINABLE MAIL
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Whistl Magazine • Winter 2022
Wells Said
Parcelhub expands on the double Whistl Group company Parcelhub has expanded into two key regions with the recent opening of new sites in both the West Midlands and West
As Whistl grows bigger, conversely our Head Office gets smaller. Like many businesses, how and where our people work has changed substantially over the last two years. That’s why we’ve recently relocated – all 150 yards! – to a more compact HQ, allowing us to continue to work collaboratively and more sustainably. Much of the furniture in our new office is upcycled, whilst it also features recycled carpets, motion sensor LED lighting and energy from renewable sources. Sustainability is increasingly the driving force behind much of our activity, reflected in several initiatives and innovations across the business: Head Office move signals sustainability drive
It’s difficult to sum up 2022. For sure there have been plenty of challenges. Indeed as I write , we are in the midst of a series of Royal Mail strikes which obviously impact our business. But by having plans in place for just such eventualities, and by communicating with those of our customers we know will be affected, we can pre-empt many of the problems and minimise disruption. Despite the challenges, we continue to grow, and win plaudits for our performance. Autumn is traditionally awards season , and we’ve recently enjoyed wins in business areas from Contact Centres to Fulfilment – you can read about them in this issue. Plus , exciting news right as we go to press – our Leafletdrop web platform within Whistl Doordrop Media has been recognised in the prestigious DMA Awards 2022 for its campaign with online fruit & veg innovator Oddbox Delivery. Those successes are entirely due to the dedication of our people and I cannot speak of them too highly. I’d also like to thank all of you who have trusted us with your business in 2022, and wish you a Merry Christmas and a Happy New Year. Let’s hope it’s a good one, prosperous for us all.
Yorkshire. This means local eCommerce retailers can now access Parcelhub’s personalised collection and consolidation service, processing all their parcels through a single point of contact.
The West Midlands will be served by a new depot just off the M5 in West Bromwich, whilst Leeds is the location for the new West Yorkshire operation. Electric van fleets are operating out of both sites, helping customers meet their sustainability targets. “Two new sites in two months reflects not only continued growth in the parcels market, but also increased awareness of, and demand for, the next-level service we provide”, commented Steve Marjoram, MD of Parcelhub. “With support and investment from the Whistl Group, we are rolling out our unique delivery management model into the eCommerce hotbeds of Britain. We’re full of confidence, instilled by the volume and quality of customers already on board in the West Midlands and Leeds”.
• New racking at our Rushden warehouse – based on honeycomb paper board with unique cell technology for durability to withstand continuous picking & packing • Sustainable waste management – now implemented also at Rushden, massively increasing recycling rates. Soon to be rolled out across all our sites • Sustainable uniforms – currently under review, with a view to switching to low-impact materials and manufacturing methods • Electric vehicles – an electric replacement policy is in place for our collection van fleet • Sustainable fashion show – our product sampling agency Relish hosted a sustainable fashion show at the Cabot Circus in Bristol using clothes donated by the Children’s Hospice South West, Glastonbury. Watch this space for further news as we finalise and implement our new ESG strategy.
A massive thank you to the hundreds of Whistl customers who recently completed our Environment, Social & Governance (ESG) survey. Your input is helping us formulate a new ESG strategy which reflects our shared ambitions and goals. Survey findings informing new ESG strategy
Nick Wells Executive Chairman, Whistl
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
FOCUS ON CUSTOMER SERVICE
Customer Service – Great Expectations
It’s all going Omnichannel To meet customer expectations, organisations now need to offer multiple contact channels.
The cost-of-living crisis means customers expect a great deal more ‘customer service’. Contact volumes are up as customers seek more reassurance and support, whilst online shoppers are doing their research before purchasing proving to be more discerning and demanding. Our infographic summarises the story… Whilst in areas such as finance, utilities and health, contact and conversation is becoming
66% of customers actively use three or more channels for customer service processes.
more complex and emotional. As the cost-of- living rises, so does the number of people in vulnerable circumstances – needing care and support from a contact centre. ‘Maintaining a personal connection with customers will be central to customer satisfaction…it will require empathy, emotional intelligence and the ability to respond to a customer’s unique situation and needs’. Institute of Customer Service, July 2022
If customer service falls short, 58% show little hesitation in cutting ties with a brand.
‘Your customers aren’t on one channel. They’re on all of them’. Shopify.
Moreover, customer churn is rising as savvy shoppers seek out deals.
UK businesses are losing one in three of the customers they gain, with the average customer turnover rate now at 33%.
Outsource your contact centre with Whistl to… • Cut costs • Improve quality and response times • Go fully Omnichannel • Redirect your management resources
Self-serve has its place… especially for simple queries like delivery updates. But over the last 12 months, customers have grown less accepting of it for complaints.
In the eCommerce market, informed customers are doing their pre-purchase research – even for everyday items like a toothbrush or umbrella – and retailers must readily provide the answers.
Whistl can help you find the right solutions, for your business needs. Visit www.whistl.co.uk/contact- centre to find out more.
2021 34% happy to self-serve a complaint
2022 Only 28% are happy
Sources
https://info.microsoft.com/ww-landing-global-state-of-customer-service.html https://www.sugarcrm.com/uk/hd-cx/content/crm-impact-report/ https://www.thinkwithgoogle.com/marketing-strategies/search/informeddecisionmaking/ https://www.ccma.org.uk/members/events/part-6-evolution-of-the-contact-centre/ https://www.instituteofcustomerservice.com/product/ukcsi-jul22/ https://gettalkative.com/info/call-center-technology https://www.shopify.com/uk/plus/solutions/omnichannel-commerce
People want human support!
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
CUSTOMER PROFILE
Whistl has been managing delivery for The Willoughby Book Club since May 2018. We caught up with director Marianne Chala to hear the story. A good read…
Q What is The Willoughby Book Club? MC We’re a book subscription company selling bespoke book subscriptions to all ages and tastes of reader. We’re based in Blaby village just outside Leicester. We aim to take readers on journeys of the imagination, introducing them to books and authors they may not have encountered. What could be nicer than a hand-selected, wrapped book arriving just for you each month? Q How did TWBC begin? MC The WBC was set up in 2012 as a kitchen-table business in Willoughby Waterleys, hence the name. Since then we’ve grown, moved premises twice and are now a team of 10. We send books to readers across the UK and beyond, and I love to think of the books going off to their new homes from Shetland to Penzance and everywhereinbetween.
Q How easy was it to get set up with Whistl? MC Very easy. Whistl really took the time to listen and understand the particular ins and outs of our business. Whistl have helped troubleshoot every change and adjustment prior to launch and have been on hand in person, and virtually, every step of the way. MC Whistl IT are always on hand and helpful and quick to respond, and let us know well in advance of any changes. We operate on a rolling monthly basis, and Whistl can easily accommodate the peaks in need as well as our more steady everyday and weekly needs. Q How does Whistl help you day-to-day? Q How do you see your partnership with Whistl evolving? MC Whistl offer an unmatched range of services and are always proactive in helping us find the best solutions for our needs. I look forward to working with them in the future to ensure our operations are optimised, and the service our customers receive is as good as it can be.
Q What have been your greatest challenges? MC We’ve had our fair share of challenges, particularly in the past three years. The biggest challenge was getting through the pandemic. Firstly we closed for a month while the country was in lockdown, then returned to a very welcome boost in sales due to everyone looking for entertainment solutions during lockdowns. Hot on the heels of this was Brexit coming into effect, which hugely affected our European market. Q How has Whistl helped? MC Whistl has been on hand throughout the ups and downs, providing a really responsive and solution-oriented service. They have catered to our size and created a serviced tailored to the way we work.
L–R Marianne Chala, with Dispatch Administrator Alisha Chauhan, and Aishah Morshed, Operations Administrator
10% discount for our readers The Willoughby Book Club is offering Whistl Magazine readers 10% off across its website – including Subscriptions and Book Bundles (only exclusion is gift vouchers). Just enter the following code at check-out: WHISTL10
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
FOCUS ON MAIL
Top tips for sustainable mail Customers increasingly favour brands that are committed to sustainability – and your mail can reinforce and reflect that stance.
Doordrops bear fruit for eCommerce brands Whistl’s Mark Davies took to the stage at the recent JICMAIL conference with a lively presentation demonstrating how doordrops can drive business for eCommerce brands. The flagship annual event for JICMAIL, the conference took place at PwC headquarters on the Embankment, London, and attracted delegates from both agency and client sides. Mark’s presentation outlined how JICMAIL insights and research can be used both to provide compelling arguments for using the medium, and to measure its effectiveness post-campaign. He illustrated this central theme with a case study of Whistl working with Oddbox, who offer a subscription service delivering ‘wonky’ fruit and veg boxes to the householder’s door. Doordrops proved a highly successful acquisition channel, most notably extending the audience reach and profile beyond that achieved by digital alone.
Here are some top tips adapted from our own comprehensive Sustainable Mail Guidance.
About JICMAIL
JICMAIL is the Joint Industry Committee for Mail, and delivers gold standard audience measurement data for Direct Mail (include Partially Addressed Mail), Doordrops and Business Mail. This data is used by agencies and advertisers to pitch, plan, activate and measure mail campaigns. Whistl is a Platinum Partner of JICMAIL and Mark Davies, MD of Whistl Doordrop Media, sits on the JICMAIL board.
Minimise print & production impact
Choose like-minded suppliers Seek out partners – designers, printers, mailing houses – who share your environmental ethos.
The printing technique and the inks used do make a difference – insist on low-impact production processes such as the use of vegetable inks.
Cleanse your data Make sure your database is up-to-date. “Undelivereds” are wasteful in many ways.
Pick your postal partner That would be us then! Both ourselves and Royal Mail are committed to driving down emissions, with increasing use of electric vehicles.
You can see Mark’s presentation in full here https://www.jicmail.org.uk/news/jicmail- measurement-matters-conference-2022/
Design out waste Often the more succinct the format, the more successful the communication. Don’t over-egg it!
Mark Davies MD of Whistl Doordrop Media
Promote recycling Every printed piece should have a recognisable recycling symbol – make yours prominent.
Select the right paper choice Not just the weight, but the ‘where it’s from’ is all important. Make sure it’s from a sustainable source and carbon-balancing scheme.
For more detailed recommendations visit whistl.co.uk/news/guidance- sustainable-mail to download our Sustainable Mail Guidance.
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
WHISTL NEWS
International eCommerce – six steps to success You’ve got the UK market covered, now you’re looking overseas for growth. We’re here to help! 1. Know why they buy Basic stuff – but this really helps to identify which territories to target.
Apprenticeships in action
CONTACT CENTRE
PARTNERSHIP STRIKES GOLD Whistl and client TOCA Social picked up a coveted Gold award at the recent UK Contact Centre Forum awards. The triumph came in the Outsourcing Partnership of the Year category, with the awards organiser commenting that “the entry showed a genuine partnership approach between Whistl and TOCA Social”. TOCA Social is the world’s first immersive football and dining experience, located at the O2 in London. Our Contact Centre team acts as an extension of their business, providing customer service support with over 850 interactions a week. “This award reflects the tremendous understanding we have with TOCA, sharing their aims, challenges and objectives”, said Christine Bryant, Contact Centre GM at Whistl. “Plus, of course, it’s testimony to the fantastic work our Contact Centre team does on their behalf”.
Direct Commerce Award for Thane and Whistl Fulfilment Our partnership with clients is one of our strongest assets, and this was proved again at the 2022 Direct Commerce Awards. Together with Thane Direct, we won the Fulfilment, Delivery & Logistics category at a glittering ceremony held at the Millennium Hotel, London. Thane Direct is a leading direct-to-consumer business, providing the latest home, fitness and beauty products. We operate a seven-day pick & pack service on their behalf, and notably have enabled later cut-off times for next-day delivery. “We’re delighted to win this fantastic award with Whistl,” said Sam Dooley, Operations Director at Thane. “Whistl are a great support in delivering our goals – we have true partnership.” L-R Anthea Turner (Presenter), Lindsay-Jane Vines (President, Thane UK & North America), Sam Dooley, (Thane, Operations Director), Rashpall Gill (Whistl, Commercial Director)
Whistl Apprentices Olusegun Idowu and Amber Pickard, flanked by Dr Tracey Worth, CEO of The Institute of Couriers (left) and Alistair Cochrane, CEO Whistl (right).
2. Be clear on costs Customers want to understand the entire cost of a product. Tax and duties shouldn’t be a nasty surprise, if they are identified at the point of purchase. Be as clear as possible about additional costs. 3. Prepare the paperwork Cross-border transactions come with a need to complete the required paperwork. Commodity codes and product descriptions should ensure smooth passage through customs. 4. Currencies – convert them To maximise sales and minimise cart abandonment, make sure your site has easy currency conversion. Enabling consumers to buy in their own currency helps them enormously, plus it speeds up transactions. 5. Capitalise on the eCommerce calendar OK, Black Friday and Christmas are peak pretty much the world over. But there’s Chinese New Year in January, Canadian Thanksgiving in October, and Mothers’ Day is either March or May, depending on which country you live in. There’s always a sales opportunity somewhere! 6. Select the right shipping partner Welcome to Whistl! We can manage all aspects of international delivery, through our International Gateway service. You get all the advice you need, and we take care of everything from checking your paperwork, to customs clearance.
Two trailblazing new initiatives reflect our commitment to apprenticeships, both within the company and also in the local communities where we’re based. Firstly, together with The Institute of Couriers, we’ve helped to develop a new Sortation Hub Apprenticeship and fifteen employees have signed up for this on-the-job training at our Bolton, Bedford and Bristol sites. They will emerge with a nationally recognised qualification, but most importantly the skills crucial to the functioning of the UK logistics sector. Secondly, we’ve launched the Whistl Apprenticeship Fund, enabling smaller companies local to our sites to offer apprenticeships with a focus on early years learning, digital and engineering. Take-up has been remarkable – already we have committed to funding 251 apprenticeships in 76 different organisations, through sharing our Apprenticeship Levy. Recognising our ground-breaking initiative, (then) Government Minister for Skills Andrea Jenkyns commented: “Apprenticeships are at the heart of our ambitious skills agenda, and it’s great to see companies like Whistl helping to plug skills gaps by sharing their apprenticeship funds with small companies…helping to deliver the highly skilled workforce employers so desperately need.” Apply for the Whistl Apprenticeship Fund at manage-apprentiships.service.gov.uk
Matt wins Kickstart award
Matt Prowse, Senior Trainer/Recruiter at Whistl Fulfilment in the South West, has been recognised for his support of the government’s Kickstart scheme, which operated during the pandemic. The scheme provided funding to employers who created jobs for 16-24 year olds on Universal Credit. Matt championed the programme, and led the way inducting, mentoring and supporting those who joined Whistl under it. Matt was nominated for the award by Brixham Jobcentre’s Alison Hulme, who presented it to him on behalf of the Department for Work & Pensions.
Visit www.whistl.co.uk/news/ improve-cross-border-shipping- opportunities-2022 to find out more.
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Whistl Magazine • Winter 2022
Whistl Magazine • Winter 2022
Merry Christmas from the
Whistl Group
Scan here to see how Whistl helps Santa save Christmas
To find out more
We hope you enjoy reading Whistl Magazine. If you have any news or views that you’d like us to feature in future editions, just get in touch! email whistl.magazine@whistl.co.uk write Rina Maisuria, Whistl UK Ltd, Network House, Third Avenue,
Existing customers contact your account manager
New customers call 01628 702 413 email whistl.magazine@whistl.co.uk visit www.whistl.co.uk
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