The essential guide to fulfilment - are your logistics future fit?

The essential guide to fulfilment - are your logistics future fit?

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Contents 10 reasons to outsource fulfilment

p.4 -7

An introduction to PHL

p.8 -9

Preparing for peak

p.10 - 13

Why operational efficiency is vital for growing brands (case study)

p.14 - 15

Reflecting on challenges faced in the industry

p.16 - 21

Why work with PHL

p.22 - 23

Meet the team

p.24 - 25

5 ways to streamline your fulfilment operations

p.26 - 29

The power of great customer service (case study)

p.30 - 31

Your fulfilment partner checklist

p.32 - 33

4 key benefits of outsourcing to PHL

p.34 - 35

5 easy steps - how to move your fulfilment to PHL

p.36 - 37

Future fit fulfilment

p.38 - 39

8 benefits of PHL’s powerful order management system

p.40 - 41

Thank you... but not goodbye

p.42 - 43

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10 reasons to outsource fulfilment As businesses grow in size and requirements change, it becomes increasingly difficult to manage products, storage space and shipping. If retailers aren’t careful, the limitations of self-fulfilment can prevent growth and eat into cash flow.

3. Scalable

The solution is to outsource fulfilment to an expert, allowing retailers to focus their time and efforts on what they do best, while making sure the logistics run smoothly.

Choosing a fulfilment partner that can adapt to meet your changing requirements means you can upscale and downscale as required, evolving quickly with changing markets. This can be done efficiently and easily, meaning your fulfilment can be continuously suited to your business’ needs.

Here are 10 reasons to outsource your fulfilment:

1. Reduced warehousing and logistics costs Agreeing to work with a fulfilment company means you can say goodbye to any warehousing and logistics costs that you previously paid when taking care of your own fulfilment. You no longer need to pay to rent storage space, organise logistics and much more, which means this money can be reinvested into the cost of outsourcing fulfilment.

2. Save time One of the major benefits of outsourced fulfilment is the amount of time it saves. Once you have chosen your fulfilment provider, you can relax, confident in the knowledge that your fulfilment is being taken care of by the experts. This means you can focus your efforts and newfound time on continuing to grow the business.

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4. Less health and safety regulations to consider Anybody that has taken care of their own fulfilment will understand the health and safety issues that can arise. The great news is that when working with a fulfilment company, you don’t need to worry about this, as they have an understanding of legal requirements and policies, making sure all criteria are met throughout the fulfilment journey.

5. Customer service Outsourcing means you are able to enjoy industry-leading customer service, giving you peace of mind and great communication as your fulfilment orders are dealt with.

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“Choosing a fulfilment partner that can adapt to meet your changing requirements means you can upscale and downscale as required.”

6. No need to staff a warehouse

8. Discounted rates

10. Expert advice

Fulfilment houses deal with their own staffing and HR issues, meaning you don’t have to invest time hiring, training or dealing with HR matters on the fulfilment side.

Fulfilment companies build longstanding relationships with providers and suppliers, meaning they are often able to access discounted and negotiated rates. This can quickly make operations more cost-efficient, saving you money.

One of the major benefits of outsourced fulfilment is that you don’t need to have expertise in this area.

Instead, you have a knowledgeable team of fulfilment experts running this side of your operations.

7. No need to move Many businesses that manage their own fulfilment find that they have to move premises in order to store and deliver larger or smaller quantities of stock. This upheaval isn’t necessary when fulfilment is outsourced, as fulfilment houses have the capacity to use different facilities, meaning you can stay exactly where you are.

9. Retain control Outsourcing doesn’t mean you lose control. In fact, you still retain full control of the way you work, but a fulfilment company manages daily operations on your behalf. This means you can explain your goals and preferences, working with the fulfilment company to meet targets.

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An introduction to PHL A short history PHL is a friendly, owner-managed Fulfilment Company with over 20 years of experience in helping businesses deliver to their customers. We offer a wide range of flexible services designed to take the hassle out of your logistics, saving you both time and money.

Trusted by some of the UK’s most recognised brands, you can rely on our wealth of experience to help support and promote your business.

PHL is a friendly, owner-managed Fulfilment Company with over 20 years of experience in helping businesses deliver to their customers. We offer a wide range of flexible services designed to take the hassle out of your logistics, saving you both time and money. Trusted by some of the UK’s most recognised brands, you can rely on our wealth of experience to help support and promote your business.

The business was initially set-up to specialise in the collation and fulfilment of beautiful and intricate hand-assembled products for the Film and Music industry. Today our busy contract packing department works with a cross-section of industries on print-collation, product rework, sampling, and retail pack assembly. Working to tight timeframes and high volumes, we pride ourselves on our accuracy, flexibility, and process-driven approach.

PHL also works with consumer brands fulfilling marketing and communication campaigns. A large part of our marketing work has involved setting up and running Customer Service Centres. Through this, we have developed a first-

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class customer service department, working on behalf of brands like Lucozade, O2 and Velvet.

PHL started partnering with online businesses early on, realising this would be an area of future growth.

We have invested heavily in the infrastructure and technology needed to service ecommerce clients effectively. Today we work with a wide range of companies, from recognisable household names to independent, but fiercely successful, online retailers. Our customers hail from a broad cross-section of industries, from Food & Drink, Pharmaceuticals, Beauty & Healthcare and Electronics.

Our passion and values Working in true partnership with you - At PHL, we like to act

as an extension of your business, embracing your passion and ethos.

We understand that flexibility and customisation are critical to our clients’ ability to exceed expectations and create a point of difference.

That is why being owner-managed is very important to us, giving us the freedom to change how we work if it doesn’t work for you.

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“Ensuring your customers receive their orders swiftly and costeffectively is the heart and soul of our business, and we do it with care and pride.”

Helping you achieve growth - We

do this through the delivery of 1st class, scalable logistic solutions. With over 20 years of experience and a highly skilled team, we have both the know-how and resources to meet the challenges of the retail industry and unleash your business’ potential.

Helping you manage resources and costs - PHL are specialists

in scaling up resources during promotional and peak seasons, and most recently during the COVID-19 crisis. We also quickly scale down during quieter periods, helping clients reduce their fulfilment costs while maximising operational efficiency.

Giving your customers exceptional service - Building brand

can integrate with a multitude of eCommerce platforms, Marketplaces, and Apps for a seamless customer experience.

Giving you complete control -

We know that if you outsource your fulfilment, you still need to be in control. That is why our OMS gives you instant, detailed, real-time visibility to orders and stock. Your online access comes with a wide range of reporting, meaning you can say goodbye to downloading confusing spreadsheets and crossreferencing calculations. You can also receive Low-Level Stock alerts and Best Before Date alerts to help you manage your stock efficiently.

We would love to discuss your current business challenges and how PHL could provide a bespoke built fulfilment solution. Book an initial 15-minute discovery call with one of our experts HERE. All consultations are commitment-free.

loyalty through excellent service is vital for growth. Ensuring your customers receive their orders swiftly and cost-effectively is the heart and soul of our business, and we do it with care and pride.

Looking to your future - PHL is

an innovative company; combining the latest technology and software with the in-house technical support team, we provide solutions that always deliver. Our cloud-based Order Management System (OMS)

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Preparing for peak Retailers that benefit most from peak periods are those that prepare in advance. However, in the midst of COVID-19, Brexit and a recession, uncertainty has caused countless setbacks and challenges for those in the world of retail.

As such, upcoming peak periods in the retail calendar are expected to be a little different, requiring ecommerce businesses to plan their fulfilment strategies with this in mind.

In order to capitalise on the likes of Black Friday and Christmas, retailers are now under pressure to perform, overcoming uncertainty to deliver an experience that will turn shoppers into loyal customers.

These top tips will help you to design a bulletproof fulfilment strategy, enabling you to take on peak season with confidence.

Prepare early The first step is to give yourself as much time as possible to get everything organised.

Unpredictability has hit every business and this means there may be delays in communication and other unexpected hurdles to overcome. Start to prepare for peak as soon as possible, to ensure you have plenty of time to make alternative arrangements and adapt existing processes if required.

Speak with partners Take time to speak with your partners, understanding anything you should be aware of such as extended delivery times or delays. As an example, many warehouses are having to enforce social distancing, causing fulfilment processes to be elongated. Knowing this ahead of times gives you the opportunity to make adaptations as required.

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Optimise your fulfilment strategy You should optimise your fulfilment strategy, making sure you and your fulfilment partner are aligned.

Working with a fulfilment partner that is familiar with peak periods and has experienced a wide range of challenges, requirements and levels of demand, helps to ensure that the process is as smooth as possible.

Be prepared to scale up or down It may be difficult to determine demand at the moment, but being prepared to scale up or down as required is vital in managing this effectively. Choose a fulfilment partner that is able to meet your requirements and facilitate any changes required.

Streamline delivery Make the process as simple and straightforward as possible, for your own benefit as well as your customers’. To do this, make sure you understand the fulfilment process and timescales for delivery.

Stay on top of your orders Any experienced fulfilment company will be familiar with this, but in order to be prepared for peak, you must be fully aware of where every single order is, keeping on top of stock, demand and shipping.

Shout about your delivery strategy and returns policy Customers want to know what to expect, so make sure you market your delivery strategy. This should

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“These top tips will help you to design a bulletproof fulfilment strategy.” include giving in-depth information about shipping, as well as your store’s returns policy.

Communicate Communication is key, whether you’re messaging to thank a customer for placing an order, updating them about the status of their delivery, or informing them of a delay. With the unpredictability of the industry at the moment, it is well worth preparing to provide delivery updates, keeping customers informed, in case there are any unforeseen delays. After all, communication makes the difference when it comes to delivering a first class customer experience and securing returning customers.

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Stock forecasting Upcoming peak periods are expected to be significantly busier, due to the recent rise of ecommerce. Stock forecasts should take the lockdown period into account, making sure you are prepared for any additional demand. Speak to your suppliers to discuss their expectations, understanding any changes to leadtimes and deliveries so you know exactly what to expect. In addition to this, stock forecasting can help you to anticipate and plan for any additional storage and packaging that may be required.

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Why operational efficiency is vital for growing brands Case Study - Nimble Babies Nimble Babies is an awardwinning range of plant-based cleaning products. Free of harsh chemicals and allergens its Milk Buster technology has recently won the BBC’s ‘The Customer is Always Right’ award. Featured on Dragon’s Den and in the Our Royal Baby book, Nimble has built a reputation as an enterprising and go-getting company.

As part of an ambitious business plan, they launched an online shop, www.nimblebabies.co.uk. For this, Nimble Babies required a forwardthinking partner to streamline their order fulfilment and logistics.

Matching their zeal for innovation and growth by;

Building a fulfilment solution around Nimble Babies’ business model and objectives - What could be more efficient than a process that has been purpose-built? Not only understanding where they are now, but where they need to be in 5 or 10 years.

Offering efficiency-enhancing technologies - Our Order

Management System has been custom-built for multichannel retailers like Nimble Babies. Acting as the backbone to their business it will forecast sales and stock requirements, consolidate customer orders, manage returns and provide powerful customer insight.

Being a one-stop-shop for all their logistics - PHL manages

Nimble Babies’ B2B and B2C orders,

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providing a simple and easy to use ordering system without the need to talk to multiple departments or points of contact. We also manage their Amazon FBA orders, building product bundles that are exclusive to Amazon.

Giving cost-saving, expert advice

- Having worked in logistics for over 20 years, we proactively apply our knowledge to help save Nimble Babies both time and money around the storage and movement of goods.

Providing a customer service led approach - PHL fully supported

Nimble Babies through the COVID-19 crisis, managing customer emails, helping with additional product tests during manufacture and making sure orders still went out despite the many challenges and business disruptions.

At PHL, we believe improving efficiency should not focus on cost alone. Employee well-being and customer satisfaction can also get a boost from a sleek business model.

When managing your fulfilment, PHL maximises the resources that are vital to your company’s success, time, money, service, and knowledge.

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“Without compromising customer service levels, one of the most direct routes to efficiency is to reduce waste.”

We can provide a commitment-free consultation to see how PHL could tailor your logistics to improve operational efficiency and grow your business.

To schedule your 15-minute discovery call click HERE.

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Reflecting on challenges faced in the industry

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2020 has seen countless challenges emerge for retailers, creating somewhat of a ‘survival of the fittest’ mentality. An overarching theme has been uncertainty, with difficulties arising throughout the fulfilment journey. From COVID-19 to Brexit and the UK officially going into recession, businesses are having to continuously adapt, leaving many retailers asking “what happens next?”

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While we are certainly not out of the woods yet, there are many lessons to be learned from recent events, as well as opportunities to be found.

COVID-19 It goes without saying that COVID-19 has had a drastic impact on everybody in the retail sector.

Businesses have had to completely rethink their strategies, adapting to the ‘new normal’ whilst battling to survive in a challenging climate.

The initial closure of retail stores at the beginning of lockdown sparked an unprecedented rise of ecommerce.

However, this was also coupled with supply problems as manufacturers and warehouses were forced to close down and work at reduced capacity.

Deliveries were delayed and the combination of increased demand and reduced capacity caused difficulties throughout the sector.

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Even after re-opening, facilities such as warehouses have had to put social distancing measures in place. These changes have seen some warehouses return to full functionality, while others have struggled to get orders out on time.

Recent months have seen retailers face continuous uncertainty. Despite the re-opening of physical stores, many have had to close their doors for good, with the ongoing threat of a second wave and future lockdowns presenting challenges throughout the industry.

Brexit Brexit has meant that it won’t be as easy or straightforward for retailers to get stock in and out of Europe anymore, so having somebody that knows how to import and export is essential. This has placed another strain on retailers that are already struggling to adjust to the rapidly

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changing retail landscape. Retailers have been partnering with fulfilment companies to tap into their expertise and simplify the process, with many being able to negotiate good prices for shipping and understand other factors, such as pallet size requirements for different transport countries.

Due to Brexit, Fulfilment by Amazon (FBA) also stopped retailers having their goods sent from any of Amazon’s UK fulfilment centres to fulfil orders in Europe. What this meant was that from the 1st January 2020, those using FBA in the UK went from having a sales opportunity of 446 million shoppers in the EU, to a dramatically reduced 66 million in Britain. The only way retailers could still deliver to Europe through FBA was to send part of their stock to a European-based warehouse, meaning higher inventory holding and additional costs. This change has meant that an increasing

number of retailers are benefiting from outsourcing their fulfilment to experienced businesses.

required to increase their online presence and adapt their fulfilment strategies in a hurry.

Shrinking economy The UK economy experienced its biggest drop on record between April and June as the country officially fell into recession. During this period, the economy shrank an enormous 20.4% in comparison to the first three months of 2020.

It now looks as though this trend is here to stay, with ecommerce popularity being expected to remain, meaning retailers are now able to spend money fine-tuning their fulfilment strategies in ways that enable them to scale up and down as required.

This has meant that even industries that have boomed throughout lockdown and beyond are being impacted, with redundancies becoming more common and businesses looking to protect themselves in the months to come.

Recent months have also seen consumers become more understanding of longer waiting times. Instead, the focus has been shifted towards communication, with customers valuing shipping updates amidst unforeseen circumstances.

Changing consumer attitudes

These changing consumer attitudes have meant that retailers now require more visibility throughout the fulfilment process, being able to update customers on expected

Shopping habits are changing, with an increase in demand for ecommerce.

The rapid adoption of online shopping has meant that retailers have been

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“Growing the fulfilment side of your business creates opportunities for improvement and return on investment.”

delivery dates, while using this as a channel to deliver a great customer experience.

What happens next?

The good news is that there is light at the end of the tunnel. Many of these challenges are now known and understood, becoming more of an opportunity for those that are able to make the most of the current climate.

Retailers need to forge new partnerships to overcome challenges, adapt swiftly and succeed. The need to be agile has never been greater, with the likes of COVID-19, Brexit and a recession bringing unprecedented challenges.

With social distancing measures expected to remain in place for the foreseeable future and consumers enjoying their newfound love of ecommerce, it’s expected that fulfilment will continue to play a larger role in the world of retail.

A large part of surviving the coming months and years comes down to future-proofing your business. Now is the perfect time to join forces with a fulfilment company, working to overcome these challenges to succeed, at a time where communication and collaboration are vital. By doing this, retailers can

tap into expert knowledge, focusing on the retail side of business while allowing fulfilment experts to do what they do best.

Growing the fulfilment side of your business creates opportunities for improvement and return on investment. While retailers may be under increasing pressure to survive the coming months, this doesn’t have to be a stressful time.

Instead, outsourcing fulfilment enables retailers to tap into experts’ knowledge, streamlining processes while building customer loyalty. If you’re unsure about the impact of any of the current challenges faced in the industry, it is worth speaking to specialist fulfilment providers about what you need to be doing.

To summarise, retailers are able to benefit enormously from working with trusted, reliable fulfilment partners. Helping to guide retailers through these uncertain times, these partnerships can take the pressure off retailers while helping them to successfully navigate the rapidly evolving industry and deliver a firstclass service for customers.

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Why work with PHL? The retail market is

Working with PHL shielded

exceptionally uncertain with

our clients from much of the

the repercussions of the recent

uncertainty and supply chain

COVID-19 crisis and Brexit

disruption experienced during

looming on the horizon. PHL

the lockdown. Our clients had

can help your business meet

some amazing success stories

and overcome the challenges

despite the unprecedented

of the future with our scalable

difficulties faced.

solutions and logistics expertise.

Over the last six months, PHL has gone above and beyond with the continuity of our account during the lockdown caused by the Covid-19 pandemic ensuring that our orders were processed and despatched as quickly as possible.

During this period, we would have had to shut down our operations however we were able to not only maintain our normal business levels but also increase our order volume output by over 60%.

Mr Joe Waggott - Managing Director - Metal Polishing Supplies UK Ltd

I just wanted to say a huge thank you on behalf of everyone at Ella’s for your help and support during COVID. You and the PHL team have worked your socks off, and we couldn’t be more grateful.

All the best.

Ella’s Kitchen Team

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During the Covid crisis PHL were very supportive. They were quick to respond to the initial lockdown helping us to meet and manage the unexpected spike in demand for our products. They also made additional warehousing space available for us so that we could increase our stock levels and despite unprecedented order volumes, still managed to get deliveries out on time.

One positive side-effect from the lockdown situation has been a marked increase in the number of people now using the online shop. PHL played a major role in increasing our customer retention through well managed logistics and customer service. They have been a great partner to work with and are always very collaborative and quick to respond to short term needs of our business.

HiPP Organic I just wanted to personally thank the entire team at PHL for working so hard. You guys have been awesome, and we have not even felt the effect of the virus crisis when it comes to your response and quality of work. We are very fortunate to have found you guys, especially now that Nimble is growing so fast and needed Rockstar partners to grow with.

Von Sy - Owner - Nimble Babies

A quick note to express gratitude to all at PHL from the team at Gorgeousshop.com. In these very difficult times, we are conscious that all at PHL are going the extra mile for us and our customers.

Mark Frey - Director - Gorgeousshop.com

If any of the above has convinced you to consider PHL as your fulfilment partner, then all you need to do is fill in a simple ONLINE FORM for a quick and commitment-free pricing proposal.

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Meet the PHL team PHL is passionate about working in partnership with our clients because business is about people and the relationships we build. This belief is at the very heart of our company and why we continually strive to be the best at what we do.

Clients - We believe clients should be our friends, business partners and sometimes our mentors. We learn with you, grow with you, and always cheer on your success.

Our staff - Ideas and passion do not come from bricks and mortar. It is the team of talented and dedicated people who work at PHL that make it happen day after day.

Customers - Your success depends on happy, loyal customers, which is why it is our mission to provide excellent customer service.

Laura Palmer - Business Development Director What do you bring to PHL? - I have a wealth of knowledge from my experience working in both the ecommerce and marketing sectors. My clients rely on my fantastic organisational skills and eye for detail when it comes to managing their business logistics. I would say my key skill set is project management, setting up and running ecommerce accounts both B2C, B2B and via Amazon.

What do you most enjoy about working at PHL?- Without a doubt, it’s seeing our clients grow from strength to strength with the support of PHL.

Mitch Pagden - Quality Assurance Director and Responsible Person What do you bring to PHL? - I see my role as a conduit to provide both the flexibility and conformity, giving our clients the best of both worlds. Flexibility is crucial in our industry to allow us to work with a verity of different clients and keep up with the fast-paced retail sector. On the other side, conformity helps us maintain the highest levels of service, despite the changeable nature of our work.

What do you most enjoy about working at PHL?- I love the fact that I have a degree of autonomy when working on new business projects. I get a great sense of satisfaction and achievement once a project has been successfully implemented, knowing I managed its direction from start to finish.

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David Clark - Director of Technical Services What do you bring to PHL?- I have a passion for technology and problem-solving.

One of my main objectives within the business is to look at how new tech can improve efficiency and customer service, bringing real-life benefits to our clients.

What do you most enjoy about / working at PHL?- I love the variety of work and the daily challenges, which means no day is ever the same. Our industry is everevolving, so I’m always learning and developing my skills.

Michaela Ringrose - Account Manager What do you bring to PHL? - I’m a real people person, so I’m very suited to my role working directly with clients. I provide day-to-day support for ecommerce accounts, working as a central communicator between my clients and the warehouse. It helps to be personable and friendly, especially when dealing with customer queries as you get a much better outcome.

What do you most enjoy about / working at PHL? - Every day is different, and I enjoy working with the whole team, whether this is in the office, picking teams or the warehouse. I am able to support and provide advice to clients to ensure the best consumer experience and therefore brand retention. It feels great when you get lovely feedback for doing your job well.

Agata Szaztak - Picking Team Supervisor What do you bring to PHL? - I work well under pressure, which is very useful in peak season and recently during the COVID crisis. I also strive to get the best out of my team, making sure they are meeting targets for accuracy and efficiency.

However, it’s important to me that my team enjoy their work and feel their contribution is appreciated and makes a difference.

What do you most enjoy about / working at PHL? - The people. Order fulfilment can be hard work, but my team are lovely and we enjoy working together. There’s a real sense of camaraderie, especially when the pressure is on.

Rob Blackburn - Warehouse Operative What do you bring to PHL? - Our work is fast-paced and often time-sensitive, so having good organisational and time management skills really helps me in my role. If I see something that needs doing, I take the initiative and do it. I like to get the job done and to a high standard.

What do you most enjoy about working at PHL? - The work is varied, so there’s never a dull moment. I also quite like a little bit of pressure as it motivates me.

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5 ways to streamline your fulfilment operations

It’s no secret that 2020 has required retailers to adapt their

2. Understand stock levels

Here’s how you can streamline your fulfilment operations:

fulfilment operations on a large

1. Contingency planning

scale. Many of these changes have

Making sure you are prepared for all eventualities works to combat uncertainty and give you peace of mind when it comes to fulfilment.

One way to do this is to outsource fulfilment, whether it’s to take care of your entire operations, or using them as a backup warehouse. Having the ability to ship out of a secondary warehouse and keep overspill stock in case your primary warehouse has a problem, means you can be agile, adapting as required.

been made in a rush, with the aim to simply keep business running smoothly. However, now is the time to streamline these operations, making them as beneficial as possible.

For some retailers, this could be two UK-based warehouses, however for others, it could be worth considering an overseas warehouse or fulfilment companies based in different locations. This can be particularly useful, meaning retailers can continue to operate at normal capacity, even if an area goes into lockdown or is added to a quarantine list due to COVID-19.

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It is vital to understand stock levels, allowing you to keep on top of quantities, demand and shipping.

Efficient stock management gives you fluidity, enabling you to stock across different warehouses, as well as transporting stock in the most beneficial way to your business.

Stock management software plays a pivotal role, with many retailers benefitting from its ability to import orders from numerous sources, including websites and Amazon, also aligning this with stock across multiple warehouses.

As an example, good stock management software can predict how much you will sell, based on the market, and enable you to better understand your stock requirements.

Using this means you can ensure you don’t run out of stock and are ready to ship as required, reducing the likelihood of delays..

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“One of the most simple ways to streamline fulfilment operations is to analyse your current situation.�

3. Choose the right warehousing

4. Analyse performance

5. Assess returns process

Having a warehouse that is suited to your requirements is essential. An ideal warehouse is accessible, has the storage space you require and has staff that understand your processes and are able to assist with relevant aspects of fulfilment. Outsourcing to a fulfilment company means you can be confident that this is left in the hands of professionals, reducing the time and effort you need to invest into finding the perfect warehousing.

The reason for this is that they will be able to advise on the most suitable warehouses, based on your requirements and take care of this on your behalf.

One of the most simple ways to streamline fulfilment operations is to analyse your current situation, understand areas for improvement and adapt processes moving forward.

The great news is that a fulfilment company can make recommendations based on your usage, simplifying this process.

Now is the time to finetune your returns policy. Wherever possible, you should attempt to reduce the number of returns, offering in-depth product and sizing information, as well as accurate descriptions and imagery. However, when returns are required, you should have a clear and concise policy, making it as simple as possible for customers, fulfilment houses and warehouses.

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“Excellent customer service is vital to the success of any retail business.”

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The power of great customer service Case study - Church & Dwight Church & Dwight is the company behind innovative healthcare brands such as Arm and Hammer, Waterpik, Toppik and Viviscal.

In their own words, they “power people’s every day by providing quality, affordable consumer products”. A commitment to providing customers with great products and fantastic service is the bedrock of Church & Dwight’s Company mission.

PHL provides Church & Dwight with a range of Customer-facing services, including pre and post-sales product support. Our role is to deliver the highest level of customer service, in line with their vision.

Brand alignment - Our customer

A skilled workforce - Our customer service team is highly trained and professional. As part of our tailored service, we provide multilingual support for Church & Dwight customers across the UK and EU via both phone and email.

service team reflects the personality and values of Church & Dwight to give customers a seamless experience.

Customers should feel they are talking directly with the brand and not an outsourced solution.

Friendly & proactive - We are an

Knowledge of products and services - The PHL team have an

Excellent customer service is vital to the success of any retail business. It is the most direct form of communication between you and your customers, and research shows that the more satisfied customers are, the more likely they will return. Simply put, happy customers are loyal customers.

extensive technical understanding of the healthcare products, ensuring customers receive the support needed to get the most out of their Church & Dwight purchases.

upbeat and personable team who genuinely care about helping people. Our culture is about offering solutions and resolving queries quickly and satisfactorily.

If you are interested in learning more about how PHL tailor customer-facing services to embody your company values and ethos, then please get in touch directly with our Sales Director, Laura Palmer.

Laurap@promotionalhandling.co.uk Direct - 01938 578310 Switch Board - 01938 551919

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When choosing your perfect fulfilment partner, there are many points to consider. You need to make sure they are able to deliver in line with your requirements and simplify business, delivering customer satisfaction and a return on investment.

They should also be prepared for any changes to your businesses, enabling you to grow and adapt as required during peak periods and throughout the rest of the year.

This checklist will guide you to ask the right questions when searching for the perfect fulfilment partner:

Experience 3 The first thing to consider is a fulfilment company’s experience.

Ideally, they will have dealt with similar businesses, requirements or levels of demand.

Facilities 3 A fulfilment partner must be able to provide suitable facilities, making sure there is plenty of storage space that

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meets any specifications you have for your stock, such as lighting or refrigeration.

Location 3 Location should be taken into account, making sure it makes sense logistically for your business. Whether you want to visit the fulfilment centre or warehouse in person, or you need it to be central to common shipping locations, this should be taken into account.

Customer service 3 You must be satisfied with the level of customer service offered. It can be worth speaking to other customers and understanding the amount of support you will receive. Find out how easily the fulfilment partner

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“This checklist will guide you to ask the right questions when searching for the perfect fulfilment partner.”

Your fulfilment partner checklist can be reached over the phone, as well as customer service hours and the ability to meet their team.

Cost 3 Ultimately, fulfilment must fall within your budget. Remember that you may save money on negotiated shipping costs and warehousing, but be realistic about what you are able to afford.

Technology 3 Many fulfilment companies are utilising technology to get ahead of competitors. The likes of automated warehouses are revolutionising the capabilities of fulfilment businesses, so this could be a point to consider.

Ability to meet demand 3

B2C/B2B 3

Any fulfilment partner you choose to work with must be able to meet the demands of your business. Make sure they are able to meet your requirements, as well as being able to upscale to meet peak demand and downscale as required during quieter periods.

You must know whether a fulfilment partner offers B2C fulfilment, B2B services, or a combination of the two.

Make sure they are able to offer what you need, particularly if you are looking for one fulfilment partner to take care of all of your fulfilment needs.

Speed 3

Customer reviews 3

Retailers need to meet their estimated delivery times in order to achieve customer satisfaction and secure business. This makes the speed of fulfilment an essential point to understand.

Do your research before choosing a fulfilment partner, reading similar businesses’ reviews to understand others’ experiences and decide whether it’s the right choice for you.

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4 key benefits of outsourcing to PHL

When choosing your perfect

1. Save time

2. Add know-how

fulfilment partner, there are many

The number 1 focus of a retail business should be selling. Creating a successful online business takes passion, vision, and a whole lot of time! As your fulfilment partner, our job is to make sure your backend operations are run smoothly and efficiently. In all areas, we match your drive and ambition - to be the best at what we do. That is why our customers are confident to leave the logistics to PHL!

PHL has been in fulfilment and logistics for over 20 years. But, what makes us truly different is that we proactively apply that knowledge to provide our customers with advice, support and business transforming solutions. We are incredibly proud of our problem-solving approach and flexibility that combined, deliver a Fulfilment Service you will not find anywhere else!

points to consider. You need to make sure they are able to deliver in line with your requirements, delivering customer satisfaction and a return on investment.

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“The retail industry has two key drivers - price and service! Getting the balance between excellent service at a competitive price is a central challenge faced by all online business.�

3. Save money

4. Add services

By outsourcing to PHL, you can achieve cost savings through improved operational efficiency and lower price points for critical services like couriers, distribution and storage.

Our team of experts are on hand to help you design a streamlined logistics process that can flex up and down with your business needs, without building in unnecessary costs or overheads.

The other key ingredient to online success is great service. Retail customers are demanding and competition unrelenting. You need a fulfilment partner that not only offers excellent customer service but also has an eye on future trends to help you always stay one step ahead of the crowd. PHL provides a complete end-to-end logistics solution to include B2B and B2C distribution, order fulfilment, stock rework, giftpack collation and customer service to name but a few.

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Keep up to date with the latest fulfilment news and insights by joining our monthly newsletter

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5 easy steps how to move your fulfilment to PHL In the current economic climate, strategies for growth will naturally lead most retail businesses to review their logistical operations.

But what if you decide your current arrangements limit expansion through a lack of scalability, services, or space?

Moving your entire fulfilment operation may seem like a daunting task. You may even fear the move could negatively affect your sales and profitability. However, at PHL, we have a team of highly experienced logistic and IT experts who will help you through every step. You can rely on our detailed planning and 20 years of experience, knowing the whole process will be completed with little to no impact on your business.

Even more surprising is that moving your fulfilment can be achieved in an extremely short timeframe.

Depending on your needs, PHL can move your entire storage and distribution operation in less than a week. You can even continue to process orders and ship stock from multiple locations, whilst the transition takes place. Our powerful Order Management Platform can quickly integrate with your current website and marketplaces. Once this is complete, we can track orders

and manage stock across multiple channels and locations.

Throughout the transition process, you will have access to a dedicated Account Manager, who will act as the central communication point between you and the rest of the PHL team. We pride ourselves on our friendly, problem-solving approach to working with clients, giving advice and solutions to any challenges encountered. Meanwhile, our professional customer service team will ensure your customers receive responsive and highly proactive care.

PHL pledge to take care of every concern and turn it into a positive outcome.

If you would like to discover more about how a partnership with PHL could genuinely transform your business - then please contact us to schedule a live 15-minute chat with one our team of experts HERE or call 01938 551919.

“Depending on your needs, PHL can move your entire storage and distribution operation in less than a week.”

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5 easy steps to moving to PHL 1. Sign off proposal and complete our new account set-up form 2. Provide access for API integration 3. Agree a live date

4. Attend a tutorial on how to use our Powerful Order Management Software (OMS) 5. Send us your stock

What PHL will do ✓ Complete the integration between your website and our OMS

✓ Set up a dedicated picking and storage area for your exclusive use

✓ Source and supply bespoke packaging and consumables

✓ Design a bespoke picking process and train our warehouse operatives

✓ Write-up your service level agreement and account management process

✓ Receive in stock and accurately book goods in

✓ Set up customer contact templates and train our customer service team

✓ Begin picking orders and despatching to customers

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Future fit fulfilment Retailers are able to become more visible and gain a competitive edge in the market through tapping into new products and innovation.

Within the world of fulfilment, there are continuous developments that enable retailers to overtake competitors and meet consumer demands.

These trends are some of those that are expected to grow significantly in the coming months and years. Retailers that can work alongside fulfilment companies to deliver these demands will be able to stay ahead of the competition and establish themselves as a forward-thinking brand.

Environmentally conscious delivery Consumers are becoming more environmentally conscious, with as many as 80% of shoppers’ buying decisions being influenced by the impact it has on the environment.

Previously, the focus was on fast delivery, with shoppers choosing to purchase from those that could offer two-day, next-day, or even same-day delivery. We are now witnessing a shift towards more ethical retail, with consumers agreeing to wait longer for

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deliveries if it means it can be shipped alongside other items, reducing carbon footprint.

Eco-friendly packaging Another changing consumer habit is the move away from the likes of bubble wrap and non-recyclable packaging. The demand for recyclable and reused materials has encouraged retailers to rethink their packaging as shoppers and retailers alike demand more eco-friendly alternatives.

Product subscriptions Ease and convenience remain two of the most important aspects of retail, creating a hassle-free purchase experience. People are subscribing to products that they know they need on a regular basis, creating the need for regular fulfilment, often with the same size and weight of package.

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Stock management Real-time stock visibility is increasing in popularity, as retailers want to see stock levels and the whereabouts of products. Advanced inventory tracking software and stock management systems create the opportunity for more in-depth analysis, through the use of technology.

Order tracking The demand for order tracking is increasing, with many consumers enjoying being able to track

their own orders. This can save retailers and fulfilment companies time, enabling the shopper to understand the whereabouts of their order without the need to contact customer service.

There is no doubt that the world of retail fulfilment is rapidly evolving.

Try asking your customers about their preferences and speaking to your fulfilment provider about the ways that they can help you to meet these objectives.

“These trends are some of those that are expected to grow significantly in the coming months and years.�

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8 benefits of PHL’s powerful order management system PHL understands the vital importance of meeting consumers’ expectations quickly and costeffectively. That is why we have invested extensively in a powerful Order Management System to help online retailers meet the everchanging demands around delivery

Our OMS is custom-built for ecommerce clients. It is continuously updated and improved with features that help our clients keep abreast of this innovative and fast-paced industry. The OMS has all the functionality you would expect, plus we can provide custom-built extras to help your business create a more personalised touch.

Our OMS is a cloud-based platform that acts as the backbone of your ecommerce operations, managing stock, processing orders and tracking customer behaviour. You can access instant, real-time reports from anywhere in the world, giving you the control and agility to face whatever changes the future brings.

and customer service.

SHOPPING CARTS

ONLINE MARKETPLACE

INVENTORY MANAGEMENT

And many more...

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“Our powerful Order Management System has been built with customers in mind, supporting a large number of integrations with ecommerce platforms and marketplaces”

Benefits 1

Quick and simple integration with your current ecommerce platforms

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Responsive technical advice and support from our in-house IT team

3

Enhanced customer experience with seamless API and automated text and email alerts

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Cost-effective, highly accurate order picking with mobile barcode scanning

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Wide choice of marketplace integrations such as Amazon, eBay and Esty, plus many more

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Easy to read reports, giving you instant access to business insights and forecasting

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Advanced stock control features, allowing you to manage variables such as multiple sales channels, peakselling periods and manufacturing lead-times for consistent product availability

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Effortless batch code and best before date tracking, with automaticalerts for approaching expiration dates and low stock level

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Thank you.... but not goodbye

Thank you for taking the time to browse our fulfilment guide. We hope you found the content both interesting and insightful.

PHL regularly publish content, aimed at helping retail businesses through the latest trends and news in fulfilment. We would love to stay on your radar, so we have put together a list of ways for you to keep up to date with us and our industry insights and know-how.

Schedule a consultation with a fulfilment expert - If you prefer a

Sign up to our newsletter - They

Find out more about our services

say knowledge is the key to success and our monthly fulfilment newsletter will help you keep abreast of all the latest news and trends in ecommerce logistics.

face-to-face conversation, you can schedule a 15-minute consultation with one of our team of experts.

Let’s discuss the challenges to your business and how we can help solve them!

- Alternatively, just visit PHL’s website to find out more about our products and services. You can use our live chat to ask any questions or read our helpful blogs.

Get a bespoke quote - We would welcome the challenge to prove that PHL could help boost your ecommerce business. Complete our quick and easy quote request form to get a commitment-free pricing proposal.

“we have put together a list of ways for you to keep up to date with us and our industry insights and know-how.”

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Our full contact details info@promotionalhandling.co.uk 01938 578310 / 01938 551919 www.promotionalhandling.co.uk

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