SUCCESS STORY
World Leading Mattress Manufacturer
Prior to utilising the services of Merlin Fulfilment and Impact Call Centre (Merlin’s in-house, on-site multi-channel call centre), the Client was partnered with an outsource call centre in the UK for inbound sales and customer service. The Client had a third-party separate warehouse for product despatches. The poor performance of the original call centre meant the Client had to retain their own staff on-site at the outsource call centre to carry out continuous training, problem-solving and support. A similar story was true of the third party despatch centre and numerous delays and slow despatching caused many consumer issues.
The Impact Call Centre began working with the Client in May 2014. Initially providing inbound sales services, the success and confidence of the new relationship grew, and customer service quickly followed in August 2014.
Within a very short period the Client, who had been very apprehensive due to their previous experience of outsourced call centres, was sufficiently confident to withdraw their staff and completely trust Impact to do all the training on their behalf.
By December 2015, the Client was so impressed with the sales and customer service capability being provided that they transferred their complete storage, fulfilment and despatch requirements to Merlin Fulfilment. We now fulfil all UK trade and direct customer orders for the Client.
Since outsourcing their fulfilment services to Merlin Fulfilment, they have benefitted from many significant advantages. By entrusting the storage, packaging, and shipping of their mattresses, pillows and other products, the manufacturer streamlined their operations, and they can focus on their core business activities. This not only reduces operational costs but also provides access to a scalable and flexible infrastructure, allowing them to adapt to fluctuations in demand. Additionally, outsourcing fulfilment services to the same organisation as sales and customer service, has improved shipping and delivery efficiency, enhancing customer satisfaction with faster and more reliable order processing. It frees up valuable time and resources for the Client to concentrate on product innovation, marketing, and expanding their business.
The services provided have been an integral part of the growth of this manufacturer from an average monthly volume of a few hundred orders to many thousand orders a month! This has been the result of working in full partnership to create continuous improvement programmes in all areas and mutual growth.
During this time, our drive for continuous improvement through training and innovation has been a major factor in an almost 50% increase in the average order value of each sale including our suggestion of introducing bundles into ‘Product of the Week’, which significantly improved the upsell and cross-sell opportunities and order values.
Merlin Fulfilment’s transparency, productivity, ongoing training, over achievement on SLA’s and innovative approach to challenges has helped the client to become one of the UK’s leading providers of memory foam mattresses. The Client and Merlin Fulfilment have worked in partnership to achieve significant annual growth each year since moving their call centre and fulfilment operations.
This is testament to Merlin Fulfilment and our committed to delivering exceptional fulfilment solutions tailored to a client’s unique needs. Whether you’re an expanding e-commerce business, DRTV business looking to scale or a large enterprise seeking streamlined logistics, our dedicated team is ready to assist you.
Contact us today with any enquiries you may have and discuss a partnership that will optimise your operations and drive your success. Your fulfilment goals are our priority, and we’re here to make them a reality. Contact Merlin Fulfilment for a more efficient and cost-effective fulfilment experience.
Contact us today to discuss your bespoke requirements