Protecting Peak – GFS & hampers.com

This eCommerce retailer specialises in high-quality gift hampers for both individual customers and corporate clients. While sales happen year-round, the Christmas season is critical, generating a significant proportion of annual revenue. Customers often send these hampers worldwide, making international delivery an essential part of the service.

Peak season brings extreme order volumes and unpredictable daily demand. For customers, a hamper is more than just a product – it is a meaningful gift that must arrive on time and in perfect condition. In the past, the business had been let down by a national carrier during Christmas and was also adjusting to a new ERP system.

Why GFS Was the Perfect Fit

Faced with the decision of investing in a carrier management system or partnering with a third party, the retailer chose GFS. GFS offered industry expertise, long-standing experience and the ability to manage multiple carriers through a single supplier relationship. This instantly simplified operations and expanded delivery options for customers, including later order cut-off times.

GFS provided the flexibility to secure extra carrier capacity at short notice – a major advantage during peak. Customer satisfaction improved thanks to on-time deliveries and the ability to choose the most reliable carriers for each order.

Tangible Results and Competitive Advantages

The retailer achieved significant cost savings across the despatch function and increased service levels, adding Saturday despatch and extending the daily sales cut-off from 2pm to 5pm. These changes made it harder for competitors to keep up.

During COVID-19 and the most recent Peak season, GFS delivered exceptional support with daily December meetings to manage despatch volumes and respond to last-minute changes. The partnership has saved time, reduced stress and leveraged GFS buying power for better shipping rates.

Looking ahead, the retailer plans to develop new ranges and enhance existing ones, confident that GFS will continue to ensure every hamper arrives on time and in excellent condition, creating an exceptional customer experience from checkout to delivery.