Pictured: Michael Hedges, Managing Director, Chase Organics
Parcelhub’s proactive customer services team and ground-breaking SMART platform instrumental in multichannel retailer’s sustained growth.
Based in Addlestone, Surrey, Chase Organics has been supplying a diverse range of products to organic gardeners via The Organic Gardening Catalogue for more than 80 years, and more recently via its eCommerce website.
Shipping a varied range of seed and plant fertilizer, Chase Organics (a recent recipient of a Royal Warrant) has been a customer of Parcelhub for more than 10 years. Throughout this period, volumes have increased dramatically.
David George, Operations Manager, Chase Organics, commented:
“Back in 2007 the majority of our sales were made through our catalogue; over the last decade our customers’ preferred channels have transitioned to today being 90% eCommerce, although our catalogue is a key component of driving digital demand.”
“Providing excellent customer service and maintaining a low environmental impact over a minimum five year period have been key contributing factors driving consistent growth. I believe we owe Parcelhub a large debt of thanks in getting our parcels to customers promptly, and proactively dealing with delays.”
“Prior to partnering with Parcelhub, we worked with carriers directly. From a customer services standpoint it was persistently difficult getting answers out of them, particularly if parcels went missing; being able to resolve lost shipments was a huge headache. Nowadays we can trust Parcelhub to manage all aspects our parcel distribution, and act as our customer service representative for delivery queries; it’s Parcelhub’s proactive nature that pays dividends.”
“Our delayed and lost parcels are flagged up before our customers have even heard about it; meanwhile the Parcelhub team is chasing them up in the background. Since Parcelhub introduced its SMART Notifications platform, phones have been nowhere near as hectic with people chasing up their missing parcels. This decreased workload has allowed our team to better focus on increasing sales and managing stock. We are currently discussing with Kate Webb (Head of Customer Experience at Parcelhub) the addition of Parcelhub’s eCommerce Customer Support platform.”
“As for the future of Chase Organics, we are looking to grow the export side of the business. Our plant fertilisers, for example, are used in every continent of the globe, and our expanding product range is attracting lots of publicity as a result; we are looking forward to leveraging Parcelhub’s carrier relationships and technological advancement as a key driver of our international expansion.”
“We are working on a new cloud-based eCommerce platform at present, utilising order management system Mail Order Works, which we are delighted to hear Parcelhub integrates with.”
Parcelhub is a multi-carrier shipping and eCommerce customer services solution. Flexible and scalable, it integrates seamlessly with order management systems, providing hundreds of eCommerce and wholesale businesses with one access point to many of the largest UK and international parcel carriers.
Multi-channel eCommerce platforms are easily integrated and dedicated pro-active parcel management comes as standard.
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: Yodel, Hermes, DPD, UK Mail, DHL, Whistl, UPS, DX, Parcelforce, CollectPlus, SkyNet, ArrowXL, Interpost, Panther Logistics, Direct Link and Palletforce.