This month we speak to Nottingham-based Patchworks, a leading integration platform for fast-growing retail, across the world.
Who are Patchworks?
We’re an integrations provider, or iPaaS, which means we connect data flows between clients’ core business processes and platforms. For example, connecting a company’s storefront to their warehouse management system so orders are properly logged and fulfilled without a hitch.
How did Patchworks begin?
Patchworks was founded in 2014, and within five years we were processing over a million orders a day for just one of our clients. Since then, we’ve received a huge round of investment, launched our very own BI product, and have an ever-growing team of 45+ people. All in less than ten years!
Who is in the Patchworks team?
We’ve got an ever-growing team of skilled Patchworkers across the UK and abroad. Although we used to be solely based in Nottingham, we transitioned to fully remote working during the pandemic to focus on staff welfare – and it’s been going great for us! We’ve grown the team exponentially and have actually been able to open new offices in Belfast and Nottingham for anyone who’d like the option of having a space to work away from home.
Who are your current customers?
We help out brands both big and small – some might have reached their initial scale targets and need to make sure their data flows properly as they grow, while others could be established companies overwhelmed with orders.
Which key challenges do your customers face and how does Patchworks help them solve these challenges?
One challenge many of our new customers face is an ecommerce platform which isn’t communicating properly with their warehouse. This can often be caused by poor data integrations; perhaps orders are being duplicated accidentally, or they’re not being updated in real time on their WMS.
Patchworks combats this with powerful and reliable connections. We make sure every bit of data goes where it needs to be, for all business processes.
Who are your future ideal customers and who would you like to work more with?
We love to help brands with a wide range of problems, whether they’re an established name or just starting out in the industry. Something that surprises a lot of people is how similar the frustrations and problems brands of all sizes face.
How does Patchworks work?
We don’t just see the people we work with as our clients; they’re our partners, and we work with them closely to form a strong connection.
What makes Patchworks unique?
We’re all about building connections, whether that’s through our data integrations or by connecting with people and partners. It’s part of what makes us unique; we don’t just do one-off projects, we like to form long-lasting relationships with our clients and ensure they’re supported throughout their growth journey. As we always say – connections matter.
Who else do you partner with?
We’re always looking for new partners! We work with a huge variety of companies with great services to offer to ourselves and our clients. Of course, there’s valuable ecommerce platforms like Shopify, Magento and BigCommerce who we work closely with on a regular basis.
However, we also partner with companies across warehousing, logistics, enterprise resource planning… any service or tool for online retail which can be integrated.
How has your experience been during the pandemic?
During the pandemic, we decided to reshape the way Patchworks operates and ensure staff welfare was a top priority. That’s why we went fully remote.
It goes without saying that ecommerce was one of the few industries which wasn’t as negatively impacted by the pandemic, particularly compared to high street stores. Because of that, Patchworks as a business hasn’t experienced much of a negative impact over the last couple of years; but the personal toll has been difficult for everyone and we’ve tried to be a flexible and open workplace to reflect that.
Any tips for preparing for peak?
Perhaps we’re biased, but make sure your data integrations are able to withstand peak trading periods! There’s nothing worse than orders not going through because the increased traffic is straining your operation.
Why did you decide to partner with Parcelhub?
The ability to use multiple couriers is invaluable for our clients in peak trading periods; not to mention, it leads to more conversions and a smoother operation in general.
We also resonate with Parcelhub’s approach to customer service. We like to have responsive and helpful partners so we can do the best possible work for our clients, and Parcelhub are always happy to chat to us and cooperate.
What are the best things about Parcelhub?
One of our favourite features is the flexibility Parcelhub offers. You’re not just limited to Parcelhub’s carrier partners; you can maintain your existing carrier contracts, meaning our clients don’t have to spend time completely changing their delivery providers.
How important is a multi-carrier delivery approach to your clients?
It’s extremely important. Online shoppers in the modern age of ecommerce want a variety of delivery options to fit around their needs and schedules; by integrating a multi-carrier delivery approach, our clients can take advantage of that desire and achieve more conversions.
How important is proactive customer service to your clients?
Diligent, helpful customer service is one of Patchworks’ most important values. We have a dedicated round-the-clock team across multiple time zones so that our clients are always able to get the support they need.
Where do you see Patchworks in 3 to 5 years?
We’re currently going through a phase of massive growth, so it’s hard to predict. But, our goal is to continue growing a vast network of partners and clients and to bring even more people onboard the Patchworks team.