Car and Van Mats Delivers Multichannel Excellence with Parcelhub
Digital companies in Sheffield boast one of the highest growth rates of any city in the UK, with turnover increasing at 47% on average. Many small but flourishing eCommerce businesses find themselves in a difficult position as they grow: how to find time to manage increasing sales while also working on business strategy and future growth.
It’s the problem that faced Jane Green, Founder & Managing Director of South Yorkshire-based Car and Van Mats, who enjoyed increases in sales orders of 600% in her first 12 months of trading after she gave up her manufacturing job to launch the business.
“When we started, we were getting around 20 orders a day. I could probably have managed these myself but I had worked with Parcelhub in the past and knew they could offer a solution that would not only simplify the delivery process but also secure me a discount on shipping, even at those relatively low volumes, making it a cost-effective option.
“They provided me with free software that integrated with my sales channels; eBay, Amazon and BigCommerce, allowing me to print all the labels and send a despatch confirmation to customers at the touch of a button. They even provided the labels – all I had to do was fix them to my parcels! The most impressive part of the setup process was getting a visit from David Ward-Webster, Implementation & IT Support, Parcelhub who took the time to guide us through how to process and monitor shipments.”
Since working with Parcelhub the retailer’s volumes have grown significantly and Jane now ships hundreds to thousands of orders every week. The increase in numbers meant she was spending longer managing the delivery process, which took her away from preparing and uploading listings.
“As a fast-growing multichannel retailer, maintaining and increasing my listings is crucial for the success of Car and Van Mats,” she explained. “However, as an eCommerce business I also know how important it is that customers receive good communication and get their goods when they expect. Doing both well was getting harder and harder and then Donna Smitton, Account Director at Parcelhub told me about the additional support they can offer eCommerce businesses.
“While we already benefit from Parcelhub’s SMART Notifications technology, designed to minimise delivery failures, we are considering also outsourcing the Proactive Tracking Support solution whereby Parcelhub answer our customers’ delivery-related queries on our behalf, answering the phone as us.
“Parcelhub offers a first-class service, always available in the event of a delivery issue. Donna is continually looking at ways in which Parcelhub can move our business forward, and has recently introduced Hermes Digital Futures to our preferred range of delivery options. This is a very versatile new way of shipping. It gives our customers the privilege that while the item is in-flight, if a delivery needs to be changed to a neighbour or different time slot, it can all be done via text or email, leaving the customer in control.
“Because we can do 48-hour turnaround, our feedback is going through the roof; eBay at the moment is running at 99.8% positive feedback, we’ve got a five-star Amazon account and excellent feedback for our own website.
“Parcelhub and Hermes have greatly assisted in increasing Car and Van Mats’ delivery performance. Deliveries are now backed up with a photograph if an item has been left without signature. GPS is available so any disputes can be easily resolved. We currently deliver all parcels into the local hub with our own vehicle, but the option for collection by Parcelhub is available and for us this is a safety net.
“Our account is managed by professionals and this is shown in the service received, from finance to delivery information and with the customer service team. As well as being knowledgeable about the products and services offered by Parcelhub, Donna is always on hand to help. She looks at new ways to improve the business in terms of delivery and customer satisfaction and willingly shares her wealth of experience to enhance our reputation and ultimately build further success.”
Founder & Managing Director of Parcelhub, Mark Rosenberg (pictured above right, with Jane), added: “I started my own business so I know that whether you’re trying to grow a startup business or expand a more established enterprise there are never enough hours in the day to do everything.
“Our carrier management and innovative SMART Notifications are designed to save clients valuable time and money to help them grow their business and provide their customers with the best possible shopping experience at the same time. In fact we know that the two go hand in hand: research shows that shoppers will return time and again to those businesses that deliver great service.
“We work closely with our clients to make sure that we’re giving them what they need, whether that is a different process, new software or a change in reporting, so that they, in turn, can meet their own customers’ needs.”
Jane concluded: “We’re really looking forward to the growth of Car and Van Mats. Thanks to an ever-expanding product range encompassing mats for cars, vans, trucks, motorhomes and caravans, we’re at the point now that we need a dedicated multichannel order management system. We’re introducing Linnworks because that works hand-in-glove with Parcelhub. We’re really happy with the courier service which we receive and the support. There’s nothing that we can fault – value for money, guaranteed delivery.”
About Parcelhub – Part of the Whistl Group
Save time and money. Increase delivery performance. Enhance customer experience.
Parcelhub is a bespoke and proactive multi-carrier delivery management solution. Flexible and scalable, its services integrate seamlessly with Linnworks, providing hundreds of multi-channel retailers, global brands and wholesalers with one access point to 20+ carriers and 600+ services.
Distributing more than 6 million parcels on its own carrier contracts every year, Parcelhub’s free multi-carrier shipping software grants hundreds of national and global businesses access to ‘pooled volume’ discounted rates from its carefully selected range of carrier partners, including Hermes, Yodel DPD, DHL, UPS, DX, Parcelforce, CollectPlus, SkyNet, ArrowXL, Interpost, Panther Logistics, Direct Link and Palletforce. Dedicated proactive parcel management comes as standard.
Parcelhub is part of the Whistl Group. Whistl is the leading delivery management company enabling customers to get their letters, leaflets or parcels to customers efficiently and cost effectively both in the UK and internationally. It is headquartered in Marlow with 8 depots and 2 fulfilment centres across the UK handling 3.8bn items a year. The company is privately held with over 1,500 employees and a turnover in excess of £600m. It has grown significantly over the years and is now expanding its presence in the eCommerce sector offering fulfilment services to customers through a seamless experience from first click to final delivery.