Palletforce Networker | Spring 2024

the magazine for our members SPRING 2024

ENGAGEMENT WRINGS

Major south west haulier joins Palletforce network

CAREER JOURNEY

MARVELLOUS MEETING

TRADE SECRETS

Continuity of quality

Welcome to another Networker magazine where we have the chance to update our membership on the development across the Palletforce network and report on the great achievements from our esteemed member businesses and their dedicated employees.

It was brilliant to meet so many of you at our recent MGM and it was heartening to see that our collective commitment to customer care and delivering the best possible customer experience is still at the forefront of all of our minds. That focus has paid dividends. In the current challenging economic climate, we believe that our strategy to leverage customer care to continue to help develop sustainable business, alongside our ability to successfully work in collaboration, will help ensure we enhance our market position.

There’s no doubt the economic climate is creating challenges and adversity across many industry sectors in the UK. However, the strength of our network, our financial stability and the consistent performance of our network will carry us through.

Our network strength continues to grow, we’ve added four quality new members already this year, and we’ve strengthened the central team at Palletforce with new appointments and strategic hires.

That sector-leading quality continues to be

demonstrated as Palletforce was the first UK pallet network to achieve SMETA accreditation and our strive for operational excellence ensures glowing ISO feedback and our ability to secure RoSPA Gold status for the last 14 years.

Palletforce remains as the carrier of choice for thousands of quality businesses in the UK. While many competitors have faltered for various reasons over the last few months, we are seen as a safe pair of hands and continue to innovate around processes and efficiency.

That continuity of quality service is what Palletforce and its membership are renowned for. It’s a result of our unique ability to collaborate and reminds us of the long-standing Palletforce motto that ‘together we are stronger’. That ability to deliver as a single entity has never been more valuable and will ensure our continued growth and success, always putting the customer first.

Chief Executive Officer

LAUDING THE WRINGS

South west superstar haulier joins the Palletforce network

Palletforce has got 2024 off to the strongest of starts with the recruitment of one of the south west’s most respected names in road distribution.

Based in Hallen, South Gloucestershire, Wrings Transport operates 65 vehicles and is joining an express pallet network for the first time to help create additional commercial opportunities and drive business growth.

Operating across three sites and with 100 employees, Wrings Transport was started in 1995 by Managing Director Stuart Wring and is taking on south west BS postcodes around Westonsuper-Mare.

The business is a renowned and respected operator in the region and will ensure Palletforce members and their customers continue to benefit from best-in-postcode service, unrivalled quality and an unbeatable customer experience.

Stuart has recently finished a term as Chair of the Transport Association, a trade organisation championing quality

Joining a pallet network was a strategic decision as it fits well with our current infrastructure and operational platform, where we have the capacity and capability to handle additional palletised freight

and family values, which includes 18 Palletforce members.

Stuart Wring, Managing Director at Wrings Transport, said: “Joining a pallet network was a strategic decision as it fits well with our current infrastructure and operational platform, where we have the capacity and capability to handle additional palletised freight.

“With volumes fluctuating across the industry, it also ensures we can offer our customers an agile, scalable and sustainable solution for smaller consignments.

“We know many Palletforce members in the Transport Association and their ethos of quality and strive for excellence is well-aligned with our business, so Palletforce was the obvious choice for us.”

Mark Tapper, Palletforce Chief Executive Officer, said: “Wrings Transport is an extremely respected operator and certainly the stand-out pallet network member in the area, so we are very happy that they’ve turned to Palletforce for their first foray into network operations.

“The move lays down a marker for our intentions in 2024 as our focus continues to be on strengthening our network, driving stability and consistency, and maintaining our reputation for delivering unrivalled customer service.”

TAPPING INTO TALENT

Mark is the new CEO as leadership team is strengthened

Palletforce has promoted its current COO Mark Tapper to CEO of Palletforce as part of a series of executive appointments to strengthen its leadership

team, continue to deliver stability and consistency, and drive ongoing member success and service excellence.

Mark joined Palletforce in 2016, initially serving as Operations Director before being promoted to COO in 2021. In his

new role, Mark will report directly to Heath Zarin, Founder, Chairman and CEO of EV Cargo, and Chairman of Palletforce.

Under Mark’s leadership since 2021, Palletforce has delivered on its

Mark Tapper Chief Executive Officer

commitment to customer service excellence and an unrivalled customer experience.

The network has been strengthened thanks to the addition of strategic new members, securing best-in-class hauliers in key postcode areas.

Additional executive changes to solidify the leadership team include the promotion of David Breeze, currently Network Development Director, to COO of Palletforce with an expanded remit.

David joined Palletforce in 2016 having accumulated over 30 years of experience in the global logistics and parcels sectors, most recently as International Strategy and Projects Director for Royal Mail.

Dave Holland, who has worked with Palletforce for over 15 years, will also take on a more direct role driving member relations and engagement strategy at Palletforce in addition to his current role as EVP Marketing and Communications.

Mark Tapper, Palletforce CEO, said: “I’m excited to take on the CEO role at Palletforce and to lead the network into the future as we continue our focus on powering

I’m excited to take on the CEO role at Palletforce and to lead the network into the future as we continue our focus on powering member success and driving an unrivalled quality service

member success and driving an unrivalled quality service.

“Along with the other appointments, Palletforce has one of the most experienced senior teams in the sector and we intend to leverage that expertise to guarantee continuity, network stability and strengthen our approach to ensure members have a competitive advantage in the marketplace.”

Palletforce is a leading player in the UK pallet network sector and provides high quality LTL (less than truckload) road freight services to its members and their customers in the UK, as well as to and from 27 countries in Europe. Palletforce’s 120+ independent members are routinely the best operators in their local area, delivering to every UK postcode every day, and are passionately committed to the Palletforce brand and service proposition.

Operating to the highest standards means focusing on every step in the pallet journey

New Chief Operating Officer David Breeze is taking on the challenge of his new role with gusto, as his appointment delivers more strength to the executive team at Palletforce.

“Stepping up to COO really is a continuation of the focus of my previous role as Network Development Director, but with more responsibility to ensure our network as a whole operates to the highest standards possible.

“I believe our USP really is our ability to all work seamlessly together to deliver the best possible service to our customers.

“Palletforce is undoubtedly a customer centric business and getting closer to our customers and ensuring we deliver the quality, service and experience to keep them happy on a daily basis is important.

“The way the network operates, from collection through to the operations in the SuperHub and the final delivery all impacts on the customer experience.

“We are always working hard at the SuperHub to drive efficiency and help members get their freight back to depot as early and seamlessly as possible.

“Our focus continues to be on every step in the pallet journey, driving quality through a dedication to excellence and adding value to our customer’s operation along the way.”

David Breeze Chief Operating Officer

AFTER NEARLY 100 YEARS IN BUSINESS, WM ARMSTRONG IS

GEOF’S CALL TO ARMS

After nearly 100 years in the business, Cumbrian haulier Wm Armstrong Group is embracing new technology as it looks towards the future.

And, as it continues to welcome the fourth generation of the family into its operations, the business says the family ethos of placing customers and

colleagues at the heart of everything it does will help ensure its continued success.

Commercial Director and Group Vice Chairman Geof Armstrong says: “There is no room for passengers in any business and this is why our Operational Board Members have all earned their right to be where they are, their own individual vision and industry

knowledge is respected and paramount to moving our business forward.”

Established in 1927 by William Armstrong (Pop), the company grew quickly and became known for its services to the agriculture sector, including land mineral & feeds, milk and live animal transport. This operation was supported by a smaller general haulage service during the quieter

The Wm Armstrong base in Longtown, Cumbria

STILL EMBRACING CHANGE AND INVESTING IN INNOVATION

We’ve always focused on working closely with our customers so we understand each other and can prioritise a service that’s really tailored to our customer needs which creates better efficiencies

periods of the what was then a very seasonal live animal transport window.

Through the 1980s and 90s the general haulage division grew significantly and became another fundamental part of the Wm Armstrong business income streams. During this time there were more and more groupage opportunities which Wm Armstrong needed to capitalise on and

offer a more robust and nationwide service for its valued customers.

Wm Armstong became a founder member of Palletforce in 2001 and now has a strong presence in Cumbria, the Scottish Borders and the central belt of Scotland, operating 132 trucks and employing 320 people across six sites.

Geof has seen many challenges over the years and admits there are a few that keep cropping up.

“The industry overall has improved significantly over the years, especially in terms of health and safety – the creation of the Association of Pallet Networks also increased collaboration and standards for the benefit of all networks and its members.

“But being located in Cumbria and Glasgow means our operational challenges have always included the weather and the distance we are from the Palletforce hub. Any extreme weather or incidents on the motorway network can easily set us back. That’s the same for any depots that are over 200 miles away, the cut-off time for freight means we need to have better planning and the correct trunking capacity also.

“Margin challenges are always there too, the industry has high costs and low margins so it doesn’t take much

to upset the balance. That’s why we’ve always focused on working closely with our customers so we understand each other and can prioritise a service that’s really tailored to our customer needs which creates better efficiencies.”

Geof’s many years of experience mean he’s played a strategic role within Palletforce, having been on the Members Services Committee (MSC) for 10 years and then serving on the Advisory Committee for another 10.

“The Advisory Committee was established to provide Palletforce with external expertise to discuss commercial issues from around the UK so the Palletforce board can benefit from information on common challenges and experiences from various regions nationwide.

“The MSC is also a very valuable

resource and support mechanism for members, especially new members. The representatives are there to bring forward any issues and raise important points so my advice to new members is to use that resource wisely.”

Looking forward, Geof acknowledges that one of the biggest reforms facing the industry is around sustainability and emissions reduction.

“We are seeing how much of a priority sustainability is for our customers, business tenders are now heavily weighted towards reducing emissions and delivering a solution that helps customers decarbonise their distribution operations and reduce their impact on the environment. However, there is a cost to being sustainable and we need to consider other operational factors, such as our fleet procurement strategy and leadtimes. We are currently running a small fleet of fully electric final-mile delivery vehicles and that works well for many of our customers, but the true costs surrounding this are still to being fully analysed.

“But we also need to look at how we can change our network services in order to be more efficient. We can still deliver a service the customer wants but there are changes that can be made to ensure more consolidation, which

would create improved financial and environmental outcomes.

“This year looks set to be another one where volumes are pretty low, however, our focus continues to be on customer service and remaining agile to be able to react to changing market conditions and new challenges and new opportunities.

“We also welcome the recent changes within Palletforce Executive Board. The appointment of Mark Tapper to CEO is a very positive move, as is David Breeze taking on the new COO role.

“Yes, there are challenges ahead out there, but there is also work out there, and as a business we are optimistic about 2024. We are also proud of our

business, and it’s great that we have the fourth generation of the family now involved. They are the custodians of our business for the future and I’m sure they will play a key role in the continued success of Wm Armstrong Group as we prepare to enter our second century in business.”

Wm Armstrong has 132 trucks and employs 320 people across six sites

Commercial Director and Group Vice Chairman Geof Armstrong

Only way is ethics

First UK pallet network to earn ethical trade audit accreditation

Palletforce has become the first UK pallet distribution network to gain Sedex Members Ethical Trade Audit (SMETA) accreditation after successfully completing an audit around health and safety, environmental performance and business ethics.

SMETA is the world’s most widely used audit and is increasingly required by large consumerfocused businesses and blue-chip organisations to ensure suppliers are aligned on business ethics and meet their exacting standards around social and environmental performance.

The new accreditation ensures Palletforce and its members remain ahead of the competition by providing a commercial advantage when tendering for new business with large customers, and improving supplier engagement.

The SMETA audit facilitates compliance with existing and upcoming legislation and is a globally accepted accreditation, allowing Palletforce to be recognised as a socially and ethically compliant organisation across domestic and international markets.

Simon Bradbury, Palletforce Sales Director, said: “Large customers are increasingly

focusing on the performance of their supply chain partners across a range of ESG topics to ensure their suppliers are aligned and can help them deliver their strategic ESG and sustainability targets.

“As the UK’s leading network, with multiple award wins across technology, sustainability and safety, it was important that we successfully achieved the SMETA accreditation to ensure Palletforce and its members benefit from the commercial advantages it delivers in a competitive marketplace.

“In an economy where

Simon Bradbury

labour standards, environmental performance and business ethics are increasingly prioritised in commercial decisions, we

believe this global standard will ensure we continue to focus on delivering customer excellence across all areas of our business.”

Palletforce prides itself on the range and depth of support initiatives workshops to bespoke, individual and tailored packages, members help members to grow, develop their customer proposition and

OUR ROUTE TO GROWTH

‘It’s a privilege to work with our members’

The way the network and the Superhub worked together was one of the great successes of 2023, says Network Operations Director Simon Gibbard.

“The highlight of 2023 – and the thing that gives me so much confidence about 2024 – was how the network and the hub operated so smoothly and offered such a great service to our customers.

“We all know what an incredible logistical operation it is, and if there was anyone who didn’t pull their weight or operate professionally it simply couldn’t work.

“It’s a privilege for the Palletforce management team to work with the best club of transport companies in the sector – I’m not just saying that, the evidence is there day after day after day in orders met, deliveries made and customer expectations met.

“That is why, during a year where the sector has faced challenges, Palletforce and its members have seen growth where others have not. It is our job to serve and support the members as customers

of the network and with the members working together too in all their interests, the successes can keep on coming.”

The measuring criteria for KPIs have tightened, so it is noteworthy how the performance of the network has remained stable.

Simon added: “Where there are performance issues, the priority is to support depots and their customers and we will allocate and the energy and resources we can to help the member fix the problem.

“Key to resilient performance is identifying risks and taking

fast, effective action. One of the most powerful things to do to maintain performance is the consolidation of depots’ territories and we completed 18 new depot implementations in 2023. We will continue to invest in a resilient network, with new members and innovation in 2024, and we will always be available to members to boost their growth and achieve their ambitions.”

available to member businesses. From regional meetings and of Palletforce’s board explain how they and their team can ensure their clients receive the best possible customer experience.

‘It was such a strong performance at the hub’

2023 was a successful year at the Palletforce SuperHub. With performance KPIs increasing across the board and more health and safety accolades received, further investment in people and processes during 2024 will ensure hub operations continue to progress to deliver the best possible service for members and customers.

Hub Operations Director Jo Duncan said: “It was such a strong performance at the hub in 2023. Our average finish times and average turnaround times both improved and damages decreased by nearly 20% to 0.033%. We continue to invest in training our team with refresher training for all. The performance has been driven by working together and ensuring we handover correctly at shift change – this minimises the downtime, keeping the vehicles flowing through the operation.”

An increasing number of members have been bringing their customers to the SuperHub to see the operation in action.

Jo added: “There has been a 75% increase in hub visits. They enable members to show customers what happens with their freight when using the SuperHub, so there is complete transparency and

they can see all processes of unloading through to reloading.

“This gives them confidence that they are in safe hands working with us and they also get to meet the team.”

Health and safety remains a key focus for the team and this was rewarded with a 14th consecutive RoSPA award.

Jo said: “We have a daily cleaning schedule with monthly inspections of the full site.

“The team carry out pre-shift checks and there are health and safety

representatives from the shop floor.

“We also carry out weekly spot checks, completed by both day and night shifts. We stress the importance of near miss reporting and completing accident and incident investigations. Our refresher training programme is continually reviewed.”

Palletforce also became the first network to achieve SMETA accreditation and received positive feedback after a successful ISO accreditation process.

Jo said: “ISO reported that Palletforce’s performance

had been very strong in the past year.

“Our management system results in fact-based outcomes and our quality, H&S and environmental compliance and performance processes are very well established.”

“Everyone across the team gives their all and the way people work together to ensure we continue to deliver the best service is really inspiring. I’m proud of the work everyone has been doing and I’m sure we can continue to hit and exceed our performance targets in 2024.”

‘Marketing is an investment and not a cost’

Marketing remains an essential investment rather than a business expense and is a strategic imperative in the pursuit of growth, says

Danielle Owen, Head of Marketing &

Communications.

While it can be tempting for businesses to see marketing as an easy option when looking to cut costs, it is always a false economy, particularly when competing for market share in difficult economic circumstances.

Danielle said: “Promoting your business and emphasising its strengths is always important, but it becomes even more so when the economic outlook is uncertain.

“Show off about what you can do and why you are better than the competition – if you don’t tell people, who else will?

“Our members all have access to our marketing and PR team’s expertise. Use Palletforce’s USPs as

your USPs – you are part of the strongest and best network in the country and that is a huge selling point, especially when customers are desperate for an efficient, secure, reliable service. For example, EV Scope is a market-leading environmental tool and, with businesses desperate to burnish their green credentials, is a unique promotion and selling point for network members. But how will potential customers

know you have access to it if you don’t make a point of telling them?

“Bespoke member support packages are available with our expert partners. Really Clever PR can enhance your messaging to get you seen and noticed by more potential customers, photography from Jon Thorne will bring the essence of your business to life and MacMartin can help ensure your website stands out from the crowd.

“Getting your foundations right – your websites need to be up to date and easy to navigate, your press releases and social media need to be highlighting your services and attracting customers – it is vitally important but easy to do. We are here to help.”

Palletforce is continuing to invest in its brand, helping to strengthen the network and bring in more opportunities for members.

Danielle said: “Palletforce is here to help its members in everything they do – and marketing is no different. Engage with us, be an active part of the member community and share – and shout about – our successes.

“Marketing can often be bottom of people’s lists when looking to invest, but can provide such an easy, cost-effective business win. The biggest businesses in the world, in every sector, invest hugely in marketing and communication and there’s a very good reason for that: it works.”

‘We know how important delivery visibility is’

Our focus in 2023 was providing a consistent delivery experience to all members through the ePOD and its app version.

IT Director Kate Lovatt said: “We delivered our new ACE customer portal. Over the last 12 months we have doubled the number of customers accessing the system. Over 2023, a record number of consignments were entered into Alliance via our portal.

delivery and brought in Picture on POD.”

This year will see the introduction of more innovations as Palletforce continues to invest in the network.

Kate added: “We know how important delivery visibility is to your customers. That’s why we will be introducing ETAs, as a non-chargeable surcharge, giving you the flexibility to choose whether you would like your customers to receive an

estimated delivery window. Cyber security should be a major focus for every business.

Kate said: “All your hard work could be for nothing if a cyber attack disables your IT systems. It is a question of when a cyber attack happens not if and it is vital that your security is up to date and up to the job. Take the processes and safeguards seriously and if any member needs support or advice then they can always come to us.”

“We also introduced the Pallet Selfie throughout the whole lifecycle of the

‘Customer

In an increasingly competitive marketplace, customer retention is more important than ever, says Sales Director Simon Bradbury.

“Customer retention is the key foundation for growth, particularly in a more competitive environment,” he says. “Customer retention should be at the forefront of members’ minds when managing the day-to-day activity with their key accounts.”

Monthly business reviews, weekly operational calls, clear escalation points, service performance reporting, innovation plans and face-to-face meetings can all play a part in ensuring members have a focus on continuous

retention should be the focus’

improvement to solidify relationships.

Simon said the more we understand our customers and their supply chains, the more likely it is that they will commit to a long-term relationship.

“It is all about mitigating the risk of customer churn. Supply chain mapping with customers is a great way to

understand what drives their businesses. We know we are good at providing services at the delivery end, but what else can we do to support the end-to-end supply needs of the businesses we work with?”

Palletforce has focused on supply chain mapping with key clients such Nestle and Ideal Standard in order to retain their business and show how Palletforce can add value to their business and identify possible efficiencies.

Simon added: “The wider Palletforce member sales force is such a powerful sales engine and continues to gain us market share. In 2023 we had some brilliant new business wins with the likes of Trouw Nutrition, Lux

Wood and Philips Versuni and I’m sure, if we all show the same determination and commitment, 2024 can produce even better results.

“We will be holding commercial development workshops again, in April and October. These are a great tool for sharpening all of our skills and sharing best practice.

‘Quality of our membership is impressive’

Palletforce is not like anywhere else, says Member Relations Director Chris Dennigan.

“Having just completed my first year with the Palletforce team it is probably prudent to take a look back at what I have learned, what we have achieved and what we are planning to do for the future.

“Working with the team that are the Palletforce board and all my colleagues in the business has been an absolute pleasure. We all have your best interests at the forefront of our decision making processes and this I find very refreshing, it is not like that in other organisations.

“The SuperHub is

outstanding and the feedback we receive when we are talking to potential new members is always extremely positive, it can be easy to overlook the quality of the facility and we should not.

“The quality of the

Palletforce membership is extremely impressive and the operation to collaborate is more than that of just a network and member relationship. The members of Palletforce have been significant advocates for the

“The feedback from last year was very encouraging. The workshops were a big success last year. with a record attendance. We focused on customer retention in Q1 and new business activity in Q3. Feedback on our survey was excellent with members taking something away they could use when selling or retaining customers.” business, service and the people and on numerous occasions the positive testimony of the Palletforce members has had a positive impact on the negotiation process with potential new network members.

“In 2023 we worked really hard to secure the best new members and support our existing members and we are going to continue to do that in 2024 and beyond. It is clear that the economic environment is challenging our sector and it is important that we all work together to maintain the position of our Network.

“We are here to help and we will continue to support you all.”

MAGNIFICENT GENERAL MEETING MAGNIFICENT GENERAL MEETING

R ecord attendance hears about network strength and exciting new innovations on the way

R ecord attendance hears about network strength and exciting new innovations on the way

Palletforce’s biggest-ever Members’ General Meeting was hailed as a huge success by both directors and member hauliers as new technology launches, a string of new members and initiatives to enhance its already sector-leading service were revealed.

With over 250 people attending, the event attracted a record number of guests from a record number of member companies and celebrated how the focus on delivering an unrivalled customer experience ensured Palletforce continued to gain market share in 2023 despite challenging economic conditions.

Members heard from Palletforce directors with presentations covering customer service, technology, network operations, sustainability, member relations and marketing.

The award-winning express distribution network announced during

the MGM that it is set to introduce an ETA service for all deliveries, a move that received strong support from members.

Plans to increase the number of

member companies were also outlined, as Palletforce continued its drive to ensure it has the best member haulier and offers unbeatable service in every UK postcode.

Mark Tapper, Palletforce CEO, said: “Our directors had the opportunity to present our objectives and roadmap to maintain excellent customer service and explain how innovations around technology, sustainability and efficiency will enable the network to go from strength to strength.

“But the best thing about the MGM is always the chance it gives us at

Palletforce to meet members face-toface and thank them for the support they give us and each other and the service they provide.

“The network would be nothing without them and the chance to share best practice and discuss how we can continue to work together is invaluable. It is a real privilege to meet the people who run such brilliant haulage and distribution operations in every corner of the country.

“The record turnout showed just how much they value the network and how keen they are to grow with us. We are there for them every step of the way and we have the resilience and determination to help them thrive over the next year.”

As part of its dedication to its company values of growth, innovation and sustainability, Palletforce is continuing to drive both environmental and financial sustainability among its membership and working to decarbonise the distribution chain.

The evening meal after the MGM raised more than £21,000 for two charities, the Midlands Air Ambulance and When You Wish Upon A Star.

Mark added: “The generosity of our members is incredible. Palletforce has supported these brilliant charities for many years and it gave me immense pride to see how much was raised to support their vital work.”

The MGM was held at the Hilton at St George’s Park, which is the base for all of the Football Association’s England teams.

HOW EMPLOYING GREAT PEOPLE AND LOOKING AFTER THEM

MAINTAINING GOOD RELATIONS

It’s pretty normal for family members to follow in their parents’ footsteps and take over the reins of the family haulage business, that’s just standard succession planning. However, what sets Matthew Farrall apart, is his unique

journey before he stepped into the Managing Director role at Farrall’s Group. While studying for his logistics degree, he had a spell working for some of the business’ competitors and even worked part-time at Palletforce.

But it’s that experience and insight

HELPED MATTHEW GROW FAMILY FIRM FARRALL’S GROUP

Matthew Farrall

People culture can make

or break a business and employee efficiency is directly linked to profit. Having people who are productive and well-skilled is a huge positive

from across the logistics sector which Matthew believes has helped him power the company through recent challenges and see it nearly double turnover in just four years.

Founded in 1956 by Eddie and Joan Farrall, their sons Mark and Mike, and

Mike’s wife Elaine, took over the running of the business when they retired in 1993. The business became a founding member of Palletforce in 2001 with Mike’s son Matthew joining in 2008, followed by his sister Katharine in 2011 as Finance Manager.

The third-generation family business now operates 75 vehicles with 125 staff across five sites – three in Chester, one in Newport and a new operation in Telford.

Matthew believes it was his spell away from the business, which allowed him to gain a logistics degree and experience how other companies operated, that helped prepare him to take over the running of Farrall’s Group.

“In 2014, I decided the time was right for me to get some experience outside of the family business,” he says. “I wanted to expand my horizons, gain experience across the industry, see how other people and businesses carry out their operations and take that knowledge back to benefit Farrall’s Group.

“I achieved a first-class degree in logistics and supply chain management from the University of Huddersfield, alongside working in the Palletforce sales department for two years. Then I went on to work at Hoyer, Clipper Logistics and Gwynedd Shipping, where I was General Manager for mainland UK.

“Returning to the business in 2019 was also the right move and it felt good to return with the academic knowledge to put into practice. I was coming back with experience and achievements that I’d made under my own steam.”

However, Matthew had just seven months as the new MD of Farrall’s Group under his belt when the Covid pandemic began to change the shape of the UK logistics industry.

“I became a father for the first time in February 2020 and then a month later we were in lockdown. It was an extremely challenging time, balancing a critical period at work alongside my new personal life. Covid changed everything. We had to take a completely different approach to business and react to an

ever-changing marketplace.

“It was also important to do the right thing and look after our staff. We took the decision to put people over profit to help secure the long-term future of our business – if our valued employees weren’t here then the business wouldn’t be here.

“With some of our key contracts switching off with just days’ notice, our Palletforce work was a saving grace during lockdown, as we focused on supplying consumer goods that were in high demand.

“Then we had Brexit. It didn’t have so much of an immediate impact on us but it was an opportunity to focus on sales, and I must pay thanks to Dave Holland and the sales team at Palletforce for the positive experience I gained there. It really opened my eyes, it was a fantastic insight and really helped me think about the sales strategy at Farrall’s.

“I also took great value from my time at Gwynedd Shipping – it taught me so much about managing people, overall strategy and the bigger picture around running a business. People culture can make or break a business and employee efficiency is directly linked to profit. Having people who are productive and well-skilled is a huge positive especially during times when there is pressure on workforce and rates. There isn’t really a driver shortage in the UK, there’s more of a shortage of good drivers and we’ve always focused on attracting and

Managing Director

retaining the best people.”

With the marketplace again expected to be a challenging place during 2024, Matthew acknowledges that this year is one to consolidate while also focusing on the future.

“We are expecting it to be a difficult year. We’ve seen how haulage businesses are succumbing to the challenging economic conditions and cost increases. I think this year will be about not taking risks but concentrating on customer service and being agile to respond to our customer needs.

“We’ve recently taken on a new depot in Telford, which was effectively created from an administration and we were able to save 11 of the 33 affected staff and we now have an opportunity to grow that business.

“As sustainability becomes increasingly important, we’ve invested significantly in solar to reduce both costs and emissions, ahead of the arrival of our first electric truck, when we will be able to offer zero emissions final-mile deliveries around Chester. We’ve also signed up to the hydrogen partnership with a commitment to hydrogen-fuelled trucks once they become available. Every year we offset our entire carbon emissions by planting trees in a family forest, which equates to around an acre a year.”

Matthew also predicts that the challenging economy will see even fewer hauliers at the end of the year

but believes that family businesses can benefit by collaborating to deliver important customer contracts.

“We’ve seen recently how hauliers are struggling in the current conditions and those with an old-school approach will definitely feel the pressure and get caught out if they don’t move with the times. The industry still needs to modernise, the top players will likely have more control if SMEs don’t work closer together. We need to keep up with tech, innovation and collaborate with other operators which have the same ethos and quality values. There are large contracts out there, we all need to ensure we have a share of the market going forward.”

Farrall’s Group has 125 staff across five sites

We’re helping put the Customer 1st

New member ready for growth thanks to unrivalled support

Palletforce is continuing to strengthen its national network by adding new quality members as it maintains a focus on delivering exceptional customer service and an unrivalled customer experience.

Based in Staffordshire, Customer 1st Logistics is the most recent business to join the award-winning Palletforce network, with ambitious plans to grow its customer base as it takes over responsibility for WA14-16 postcodes around Altrincham and Knutsford in Cheshire.

Led by Mark Whitehead, who was a director of P2P Logistics for 20 years, and Jackie Doolan, an experienced former pallet network Customer Service Manager, the business has joined Palletforce to access the unrivalled member support it offers.

Director Mark Whitehead said: “Palletforce has given us a lot more opportunity to grow our business in the way we want to.

“They have gone out of their way to help us to get where we want to be, and I have never had that sort of support from a network before. I have not known another network listen to members like Palletforce

does and it’s more forwardthinking than other networks.

“We are very driven people, and our goal is to deliver significant growth across our network operations within two years. We have already picked up custom since joining Palletforce and we place a massive emphasis on being customer focused and driving forward the customer experience.

“Palletforce can really help us do that. My experience is operational while Jackie’s is more commercial and, with the support of the Palletforce

network, we know we can provide exactly what customers want.”

Mark Tapper, Palletforce Chief Executive Officer, said: “We are pleased to welcome Customer 1st Logistics as we continue to add strength and experience across the network.

“It’s a highly motivated businesses, driven by a desire to offer a qualityfocused service and completely aligned to our

network ethos of prioritising customer service and delivery excellence. In the current market conditions, Palletforce is standing tall as a robust network, whose operational and financial stability, experience and dependability is trusted by businesses across the UK on a daily basis.

“We pride ourselves on providing an unrivalled level of support to members across a range of growthenabling area and that’s why we continue to recruit and retain the best network hauliers.”

Mark Whitehead and Jackie Doolan with Chris Dennigan, Palletforce Member Relations Director

customers in the timely manner required.”

Whilst customs processes remain a key element in exporting to or from Europe and Northern Ireland, it shouldn’t be allowed to remain a point of confusion or complexity for members or their customers, that’s why this year, the message for European consignments will be simplification.

Growing number of pallets sent to Continent via complete in-house solution

The last year has brought an increasing buoyancy in European pallets transiting the network.

Lee Matthews, General Manager European Services, says Palletforce remains committed to the development of our European network, and by working in partnership with both our EU Gateway Member depots and EV Cargo we seek to provide improved transit times, and the most efficient customs processes.

The development last year of our European hub in

partnership with EV Cargo Nettetal has provided us with a solid foundation from which we are rebuilding our German volumes.

Lee added: “By providing direct departures each Monday, Wednesday, and Friday we are pleased to report the increasing number of enquires and pallets for Germany being received from the Network; to further build on the success of the Nettetal platform, from 1 January we transitioned our Austrian routing, allowing members to benefit from the complete

in-house solution, which is delivering more efficient processes and faster transit times, whilst at the same time supporting the sustainable benefits of a hub operation.

“We’re all continually surrounded by news of ever-changing legislation or possible easements to customs formalities when trading with Europe or Northern Ireland.

“We remain ahead of these changes allowing us to ensure that our network remain fully informed, allowing you to share updates with your

Lee said: “By listening to feedback from our members, and by working together with our EU Gateway Member Depots, we are currently reviewing what simplifications can be achieved within Alliance to deliver a streamlined data demand, together with a clearer and more visible management of customs administration fees.

We are confident this will provide our Network Members with a market leading, simple, fast, and most importantly a friendly user experience for Europe.

We look forward to sharing further updates with you during this year.

Meanwhile, don’t hesitate to contact us for any support you may require for European consignments – european.services@ palletforce.com.

Lee Matthews

FESTIVE FUNDRAISING

Members celebrate the spirit of giving throughout Christmas

Palletforce members embodied the spirit of Christmas, benefiting good causes, families in need and charities across the country.

Fagan & Whalley team members helped out at Blackburn & Darwen Youth Zone to help wrap presents ahead of Father Christmas’s visit.

Colleagues also reached into the back of their wardrobes and put on their favourite festive knit to raise money for Save the Children UK. Since 2012, people have been pulling on their favourite sweaters for children worldwide, raising over £35 million for children in the UK and beyond.

Through the team’s generous donations, Fagan & Whalley raised vital funds to ensure children receive education, medicine, and food across the globe. Its depots in Burnley continued their longestablished donation of gifts to the Burnley Together project, which brings local organisations together to offer various services to our local community.

At its Frontier Park depot, the team collected over £250 from visitors to the driver’s counter; these funds were used to purchase a wide

At its Newport depot in South Wales, the team

collected toy donations and chose to donate to Feed Newport.

The charity supports the local community and those at risk of living in poverty.

A spokesman said “We want to thank every team member for donating a wide range of gifts and raising valuable funds, ensuring children in our local communities don’t go this Christmas without a gift.”

Farrall’s Group not only held a Christmas jumper day, they also collected toys donated by staff members and took them to Dandy’s Landscape Supplies Centre in Chester to be given to children whose families are struggling.

A Farrall’s spokesperson said: “It is truly heartwarming to see our team come together and show such generosity towards this wonderful cause.”

Chambers & Cook Freight donated to the Birmingham Children’s Hospital Charity.

Tina Jones, Matt Andrews, Harriet Stephenson, Ellie

array of gifts for members of Blackburn & Darwen Youth Zone

Chambers & Cook Freight at Birmingham Children’s Hospital

PTI Express donates to Rugby Foodbank

Hadley and Kate Worrallo became Santa’s Little Helpers and delivered new toys and games for the children.

Kathy Chappell, the charity’s senior supporter services officer, said: “It was such an incredible donation of toys, we are delighted to accept and are very appreciative of your kindness and support.

“A huge thank you for thinking of us and choosing to support us in this lovely way.”

Severyone who has helped support this incredible cause for the third year in a row.”

Staff also held a bake sale and throughout the year SJ Bargh has helped a number of local schools, organisations and charities.

PEmployees across Simarco donated gifts for babies through to teenagers, with toys, accessories, make-up, and clothing to name but a few.

Contributions helped charities including Cash4Kids – Mission Christmas, Kids Inspire – Christmas Appeal and Delivering Joy this Christmas, hosted by retailer Dunelm.

TI Express ran a festive foodbank collection to help out those in need, donating vital supplies to Rugby Foodbank.

J Bargh Scania Garage Staff & MOT customers collected an incredible 734 selection boxes and 54 advent calendars for The Olive Branch, its local food bank in Lancaster.

A spokesman said: “An amazing team effort and achievement from all involved.

“A massive thank you to

The company said: “We feel it is really important to give back to our local communities, especially during the season of goodwill.”

Rhenus Warehousing Solutions UK staff bought toys to donate to the Kettering Food Bank.

“We’re delighted to say

that our employees have generously donated a fantastic 679 toys,” it said. “It has been truly amazing to see so many gifts donated by our amazing team, which will bring joy to lots of children this festive season.”

Simarco’s employee engagement team hosted, a gift donation scheme in support of those children living in poverty across the nation.

Simarco Gloucester recently met up with Councillor Charlotte Mills from Tewkesbury Borough Council to donate chocolate advent calendars to Friends of Castle Hill, a fundraising group based at Castle Hill Primary School, Gloucester.

Staff there also donated festive food to the Brockworth Christmas Hamper Campaign run by the council to ensures that less fortunate families in the local community enjoyed Christmas.

Farrall’s Group Christmas collection

Rhenus Logistics

Simarco helped a local council charity effort

Fagan & Whalley supports Blackburn & Darwen Youth Zone

HOLD YOUR ED HIGH

Lifetime achievement award for founder Eddie

Edwin Farrall, founder of Farrall’s Group and who recently celebrated his 93rd birthday, has been presented with a lifetime achievement award by the Logistics Leaders Network.

Edwin, known as Eddie, began his career with a goat cart business, delivering for a local haulier. He and his wife Joan founded their own haulage company in 1956 with one truck. Within five years they had 16 vehicles.

The company soon bought its first articulated lorry and built workshop and warehousing facilities and shifted from tile haulage to high volume, lightweight goods to reduce truck damage.

Peter Acton, executive chairman Logistics Leaders Network: “I am honoured to

recognise Edwin Farrall as the well-deserved recipient of the Lifetime Achievement Award at this year’s Logistics Leadership Awards. His exceptional leadership over 37 years built Edwin C. Farrall Transport into the thriving company it is today.

“Beyond his business acumen, Edwin led by example on the road and in the workshop. He embodied determination, resourcefulness and a

positive attitude no matter the task at hand. The company culture he fostered continues today.

“Under Edwin’s dedicated leadership, the single truck business he began 65 years ago has grown into a hugely respected, multigenerational family company. His career exemplifies the values of commitment, resilience and integrity that make our industry strong.

“I cannot think of anyone more deserving of a Lifetime Achievement honour. Please join me in celebrating his remarkable contributions to logistics leadership.”

Meanwhile, Farrall’s Group has purchased its first BEV. Managing director Matthew Farrall said: “As a company committed to reducing our environmental impact and

taking proactive measures to offset our emissions, sustainability lies at the heart of our organisation. This new addition reinforces our mission to minimise the environmental footprint of our industry and demonstrates our dedication to a greener future.

“We take immense pride in being the first in the UK to place an order for the DAF XB and pioneering the introduction of an EV rigid into our fleet in the North West.”

Farrall’s marked Road Safety Week by visiting a nearby primary school, teaching the children about speed, crossing the road safely, and understanding blindspots. To bring the lesson to life, we took the students outside to visualise blindspots and even let them sit in one of our trucks to experience firsthand what drivers see.

The team also supported Breast Cancer Now as part of Breast Cancer Awareness Month, by wearing pink at work.

Edwin Farrall, centre, receives his lifetime achievement award, from the Logistics Leaders Network

WE’RE ON THE MOVE

4S Distribution is moving to new facilities just off the M1 at Junction 34.

The secure 220,000 sq ft warehouse and distribution centre occupies 16 acres and includes an indoor storage area that can accommodate over 22,000 pallets, in addition to the outdoor storage and parking areas.

4S Distribution said the move was part of its commitment to improving the service it can offer to customers.

C&D CENTRE STAGE

C&D South West finished the 2023 Somerset carnival circuit at Glastonbury.

The company got involved with seven different carnivals across the West Country, with its collection floats being part of the processions and helping raise money for good causes.

ALL WHITE NOW

White Logistics & Storage has added six vehicles to its fleet.

The vehicles are already out on the road making deliveries from its base near Pershore in Worcestershire.

The firm said: “So much hard work goes into all these events; well done to all involved.

“A particular huge thanks

GROWING SUPPORT

Mitchell Storage & Distribution’s Palletforce Depot manager Ben beat his

SOCIAL SERVICES

All of the stories on our member news pages first appeared on our social channels.

To find out more about

how Palletforce can help you utilise social media to shout about your achievements, sell your services or highlight the good work you are doing in your community, email Shona Callow at marketing@ palletforce.com.

to our C&D events crew for all your support across this season.”

 C&D South West has recently been net zero verified for its carbon footprint benchmark. It has joined a growing community of regional firms which are making the eco journey together, with an action plan to achieve net zero.

findraising target to bring in £110 by growing a moustache throughout Movember.

All money raised will be going towards making a difference in mental health and suicide prevention, prostate cancer and testicular cancer.

TOUR TO FRANCE

A team from Fagan & Whalley completed a charity bike ride to Paris to raise money for Transaid.

The epic charity ride ended with the riders cycling down the Champs-Élysées before reaching the finish line at the Eiffel Tower.

The group raised an incredible £9,000 for the charity.

Sam Fagan, Commercial Managing Director at Fagan & Whalley, said, “We’ve actively supported the mission of Transaid for a number of years now. Their dedication to increasing road safety and supporting the career development of drivers closely aligns with our own in-house values.”

“Just last month, we donated a vehicle to the ITC and Transaid in Zambia, which is now being used to train new HGV drivers and enhance road safety across sub-Saharan Africa.”

 Fagan & Whalley has retained its AA-grade rating from the Brand Reputation Compliance Global Standards (BRCGS), following an audit of our Frontier Park and Burnley Bridge sites.

Both warehouses achieved the highest possible rating from the BRCGS. This fantastic achievement demonstrates our compliance with the strict food safety and hygiene

standards that are required to store and distribute foodrelated products – providing peace of mind for our clients and end-consumers alike.

“To renew this certification is a real honour for Fagan & Whalley and shows that we continue to provide our clients with the reassurance that their products are handled safely and compliantly.” says F&W HSEQ Manager John Marsden, “Additionally, it’s a great service for us to offer prospective clients – and goes a long way in demonstrating the fantastic work we do here at Fagan & Whalley.”

CHEER WE GO

Evans Transport provided the vehicle for the Xplosion Dance and Cheer group to perform on during the

Bideford Carnival.

The group, which consists of children of all ages, put on a spectacular performance, and Evans Transport was delighted to be able to help them make it happen.

The truck was driven by Richard Palmer, who has been with Evans Transport

for two and a half years. Richard has also won three commendations at recent truck shows for how well he looks after his vehicle. These are: Devon truck show – highly commended; Cornwall truck show –highly commended; and – Truckfest South West –highly commended.

FARSLEY GOES GREEN

Farsley Transport Ltd has taken delivery of its first Volvo FM electric truck from the team at Crossroads Truck & Bus.

Neil Chapplelow, Managing Director of Farsley Transport said: “This new Volvo FM electric truck seals our commitment to supporting a more sustainable and greener future for our industry. We are very proud to be leading the way to reduce our

Evans Transport at Bideford Carnival

carbon footprint and this is just the first milestone in our sustainability journey”.

AA+ FOR AUDIT

Wyvern Cargo recently had its first unannounced BRCGS Audit across both our Poole and Christchurch warehouses.

It was delighted to have achieved a AA+ grade on our dual site audit.

A spokesman said: “This grade is the highest achievable and demonstrates that we offer the highest standard food safety processes and practices to our customers.

“This is a major achievement for us and one we are truly delighted about.”

SHINING EXAMPLE

Elddis has moved to put solar panels on all of its warehousing.

The major investment helps

reduce its impact on the environment and alongside increased use of electric forklifts helps its warehouse customers reduce Co2 emissions in their supply chain.

OWENS AT THE RACES

Owens Group was honoured to be a part of the LATCH Welsh Children’s Cancer Charity race day at Ffos Las, as one of the event sponsors. This fantastic event raised over £13,000 towards making a difference.

Staff also received a preChristmas boost when brand ambassador Mike Phillips, a Wales international and British Lions rugby star, visited their Cardiff hub to speak with them.

ONPOINT’S GOT TALENT

Onpoint Group played its part in the Britain’s Got Talent event at the National Theatre in London.

Tasked with managing transport for a premier lighting company, the team worked behind the scenes to ensure everything ran smoothly.

 Onpoint Group has added two state-of-the-art DAF XG trucks to its fleet.

The trucks have advanced camera mirrors, to enhance

Farsley Transport’s first Volvo FM electric truck

Owens Group sponsored the LATCH Welsh Children’s Cancer Charity race day

 Nick Walker has celebrated 10 years with the business.

Onpoint said: “Nick has not only been an outstanding colleague but a pillar of our operations.

“His unwavering dedication, professionalism, and extraordinary skills have made an immeasurable contribution to our organisation. But Nick’s influence goes beyond his excellent work performance. Over the years, he has grown into a personal friend to many of us. His camaraderie, empathy, and sense of humour have made our workplace feel like a home.”

60 OF THE BEST

C&D South West celebrated the 60th birthday of Customer Service Supervisor Pauline. C&D South West said: “Pauline has been with C&D for almost 10 years and plays an integral part in

keeping our clients happy.”

CHARGING FORWARD

Campeys of Selby became the first company in the UK to order the new max range DAF XD electric tractor unit.

Commercial & Operations director Harry Campey said the move confirmed the company’s commitment to investing in sustainable logistics.

He said: “Investing in the future for current and new customers, once again proving we’re market leaders in sustainable transport.

“We’re proud to be the first customer in the UK to order a max range DAF XD electric tractor unit. We’re very much looking forward to taking delivery next year

for more zero tailpipe emission deliveries for our customers.”

Campeys ordered the new model from Ford &

Slater, which said: “The vehicle will be assembled in the UK as well, on-line at DAF - Leyland Trucks in Lancashire.”

safety and visibility on the road.

Onpoint at Britain’s Got Talent at the National Theatre

Rugby star Mike Phillips visited Owens Group

Max range DAF XL electric tractor units