Case Study

Leisure Outlet

Business impact

Increased carrier services 17 delivery options, including Click & Collect

10% increase in basket conversions

Flexibility to add, switch or remove delivery options in line with demand

Significant reduction in international shipping costs

Leisure Outlet is an online leisure and outdoor store offering over 15,000 different products for camping, caravanning and outdoor sports, including camp beds, cooking stoves, lighting, furniture, audio/visual and clothing – even bikes and boats!

A diverse range of products requires a diverse range of delivery options. As a fast-growing business shipping around 30,000 parcels a year, but still relatively hands-on, Leisure Outlet have always recognised the time-saving benefits of multi-carrier delivery – but felt there was more they could do to offer customers a better delivery experience and drive bigger sales growth.

“We sell thousands of different products of all shapes and sizes so delivery has always been complicated – and this restricted the number of delivery options we could offer customers.”

Leisure Outlet wanted to offer customers a wider choice of delivery, but needed to do so without adding any unnecessary operational overhead or cost.

Together, GFS worked with Leisure Outlet to review their existing delivery services and recommend where they could make improvements to better service customers. With GFS’ expertise and guidance, Leisure Outlet adjusted some delivery options to optimise the delivery experience and ensure each product is delivered with the most suitable and cost-effective service. This support also enabled the company to increase their delivery options without putting extra pressure on their fulfilment operation. The most notable being the addition of Click & Collect to offer customers more choice and convenience.

Leisure Outlet was also eager to install GFS Checkout, a powerful delivery options engine that automatically tailors delivery options to the customer’s basket and location. This means customers can be presented with any combination of Leisure Outlet’s 17 parcel services from 3 different carriers, and can choose the method, date and cost of delivery that best suits their needs.

All of this is delivered through the GFS multi-carrier technology suite, including labelling system GFS Selector and tracking portal GFS Seeker, as well as GFS Customer Care, Account Management and operational support, with the option of additional trailor capacity and resource when they need it. This means they can add, switch and remove services quickly and easily, without any impact on internal operations or the customer experience.

“Now we do everything through the one GFS system. GFS Checkout has made it easy to add delivery options (we now offer 17), while the breadth of service and automated technology has given us more control and agility to respond to changing customer and business needs. I didn’t know this was possible – it’s unlike any other delivery service we’ve tried before, but it’s absolutely worked for us.”

Since implementing GFS Multi-carrier Parcel Management and GFS Checkout, Leisure Outlet have seen an amazing 10% increase in customer conversions at the checkout – putting them in a much better position to drive business growth.

“We are in a much better place than we were before. Not only have we decreased cart abandonment, but GFS always seem to have an answer for every weird and wonderful problem. GFS’ knowledge of the carrier and delivery industry is second to none. We know we can call our Account Manager, Simon, at any time and he’s got the answer – or if he doesn’t, he’ll make sure he can find one! We especially appreciate the personal, pro-active service that we get from GFS.”

About the company

  • Online retailer of equipment for outdoor leisure activities such as caravanning, camping and mountain biking
  • Sells 15,000 different products of all shapes and sizes
  • Sells on Amazon and eBay as well their own website leisureoutlet.com

The need

  • To offer customers wider choice of delivery options
  • Maximise effectiveness and cost-efficiency of delivery for all products
  • Simplify internal despatch processes

The GFS Solution

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