Case Study

Hampers.com

“We feel more confident that we can cope, and we’re able to thrive rather than survive”

Business impact

50% faster despatch – and increased peak capacity

Better choice of delivery for customers

20% YoY sales growth and increased productivity

Better communication and flexibility

Hampers.com is one of the largest privately-owned hamper retailers in the world offering an incredible range of over 350 different hampers, to customers across the UK, Europe and Worldwide.

While peak is an important time of year for any retailer, for Hampers.com 75% of their sales take place over 3 weeks of the year.

The hampers also contain perishable food items, so it is absolutely critical that they are delivered on time – there are no second chances.

Already using 7 different carriers, and shipping to 50+ countries across multiple channels, the Hampers.com order fulfilment operation had become extremely challenging.

“It became very complicated to negotiate, manage, monitor and administer all of these carriers, especially when the deliveries are in such a concentrated period of time.”
Patrick Gore, CEO – Hampers.com

This, combined with variable demand and the potential for bad weather, carrier problems and IT system failures, especially during peak, meant their business was left open to risk. Hampers.com needed to simplify delivery in order to take control, reduce risk and ensure customers always get a good delivery experience – no matter what happens.

An ‘all in one’ delivery service combining international parcel services with intelligent despatch software and logistics support

GFS introduced Hampers.com to a different approach to delivery – Multi-Carrier Delivery Management.

Through GFS, Hampers.com can use many different carriers all through one software integration, one invoice and one single relationship.

“GFS immediately helped by reducing our carrier contract administration, while cutting our costs, and helping to manage very ‘lumpy’ demand.”
Patrick Gore, CEO – Hampers.com

Hampers.com now have almost a dozen different delivery services at their fingertips, with automated labelling, tracking and reporting. This means Hampers.com can flex delivery to meet the needs of the business and their customers, while also boosting warehouse efficiencies and productivity at the same time.

A smart, dynamic delivery system and a partner they can rely on

“I have the mobile numbers of the senior team and they answer every call. We don’t feel alone anymore, our team has got bigger, and we have experts working with us who have seen it all before.”
Patrick Gore, CEO – Hampers.com

The result is that Hampers.com have streamlined delivery to relieve the pressure on their fulfilment operation and deliver a smooth and seamless customer experience – so they can be confident their customers receive the premium gifting experience they expect during peak, and all year round.

And customers have certainly noticed the improvement:

  • “Great service, great product and great delivery.”
  • “Was happy with my delivery. One of the few delivery services that actually let you pick a date.”
  • “Delivery was as stated and worked very well – on time and intact. Highly satisfied customer.”
  • “On time delivery and excellent communication.”
  • “Great delivery service with a stated time of delivery. Lovely hamper too.”
    (Source Reviews.co.uk)

Since working with GFS, Hampers.com have increased peak sales revenues and parcel volumes by 20% year-on-year.

With parcels now despatched faster, this allows for even more fulfilment capacity, and with each parcel tracked meticulously, delivery performance has improved, resulting in more repeat orders, year after year.

“Sales volume forecasting is almost impossible for us, but with the flexibility of GFS’ solution, we can satisfy demand even during our busiest periods.”
Patrick Gore, CEO – Hampers.com

What’s next?

Hampers.com plan to take the customer experience to the next level with GFS Checkout, which will offer customers a choice of delivery options based on their individual order type and delivery address.

By working with a multi-carrier delivery partner, Hampers.com know there is always a back-up plan if they need it – an absolute must during peak!

Business is booming – customers know they can trust Hampers.com to deliver an enjoyable, reliable and stress-free gifting experience.

“GFS’ experience, commitment and professionalism is what makes them different. Their expertise and investment in technology means they have a solution to any problem, and always keeps their promises.”
Patrick Gore, CEO – Hampers.com

About the company

  • Established in 1979 by a fish farm owner as a way to sell more salmon
  • One of the largest privately-owned hamper businesses in the world
  • Product range of over 350 different hampers
  • Sells to both small and large businesses, and individuals around the world
  • Very seasonal with 75% of orders take place over Christmas

The need

  • Simplify the complexity of shipping to 50+ countries across 7 different carriers
  • A cast-iron guarantee that perishable food goods will be delivered on time
  • Two types of communication – one for the customer (the buyer) and one for the end consumer (the recipient)
  • Hampers.com needed to simplify delivery, in order to gain control, reduce risk and give their customers and consumers the experience they expect

The GFS Solution

  • GFS Multi-carrier Delivery Management
  • GFS Multi-carrier Technology
  • GFS Selector
  • GFS Seeker