Consistently strong growth and customer demand has led to the introduction of a dedicated Account Management team at Parcelhub. An opportunity to be more collaborative in the relationship between clients and carriers, Sally Evans, Key Accounts Manager and Phil Beavis, Accounts Manager are here to ensure continuous improvement of customer communications and to maximise customers’ delivery and eCommerce customer services performance.
Sally brings 15 years of experience both client and supply-side in the carrier industry, with extensive experience managing relationships between Yodel and major high street brands as a member of the National Key Accounts team:
“My approach has always been to adopt a long term strategic partnership with all of my clients to ensure that commercially successful relationships were maintained, whilst growing the existing customer base. This was always achieved by putting the clients’ business needs at the core of my activities.”
“At Yodel my primary focus was on the highly emotive perishable gifts sector providing deliveries on specific days; this required significant awareness of the sensitivity to failure and understanding the challenges that occur when trying to achieve successful deliveries every day.”
Growing over 40% in FY 2016/17, Parcelhub recognises the need to invest and expand the team to meet and support the existing demands of eCommerce retailers and brands. The expanding team allows Parcelhub to manage customer relationships for the long term, whilst continuing to explore opportunities for new business growth.
Sally continues: “Previously there was no specific Account Management function; clients retained contact with the Sales Executive if they encountered specific issues they needed help with, and this would be addressed to the relevant area of the business.”
“Traits most normally associated with a good Sales Executive are distinctly different to those of a good Account Manager. A good Account Manager will be collaborative within a business, providing balance between the carriers’ needs and the needs of the client to deliver a strong and lasting relationship. Account Management is a more nurturing relationship, focused on the longer term.”
“A thorough understanding of the end-to-end process that clients’ parcels must go through helps us to educate clients on appropriate packaging solutions to minimise damages, and therefore the need for claims. A significant amount of the claims for damage are as a result of goods being injected into the carrier networks, unsuitably packaged for the handling process. Early intervention at this stage prevents exposure to damage claims, and drives improved client experience.”
Phil has worked in Sales for over 10 years and initially joined the Parcelhub eCommerce Customer Service team:
“I prefer the process of nurturing existing customers to that of winning new customers. I helped set up and was part of our Partner and Ecommerce Customer Service departments and it felt like a natural progression to become an Account Manager. I was promoted internally and the role suits my personality perfectly as I am able to focus purely on taking care of existing customers and ensuring they have a positive experience.”
“Each customer is important no matter how small; some of these have gone on to become major customers, so supporting their growth is important. Additionally, the Sales team have done very well but their time is now better spent concentrating on new business development. We need to continue to grow and bring in new business and this supports the recent investments in technology and customer services, which will further enhance client and recipient experience.”
Parcelhub is a bespoke multi-carrier delivery management 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 proactive 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.