Case Study

Wilko

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Wilko

Business impact

Av. 1.7 million orders delivered per annum

50% increase in online sales

Cost savings of £250,000+ in first year

99% service delivery performance

0 days of technology down time

GFS helps Wilko prevent disaster with multi-carrier delivery solutions and expertise

This much-loved British high street retailer first started working with GFS in 2015, after they became concerned about their reliance on one single carrier. GFS helped Wilko transition to a fully managed multi-carrier service, stepping in at just the right time to avert a potentially massive disaster, and support their aggressive growth plans.

With a nationwide presence, Wilko has a product range spanning 200,000+ items. The business relaunched Wilko.com in 2012, with a view to transform their traditional bricks and mortar store into a thriving eCommerce business. Since then, the retailer has gone from strength to strength, increasing online revenues by 50%.

A wide range of delivery options offers contingency and more choice for customers

With volumes that could reach several thousand a day, especially during peak, relying on one single carrier not only left Wilko open to significant risk that could have been catastrophic, but restricted the number of delivery options they could offer to customers, which limited sales growth potential.

GFS introduced Wilko to Enterprise Carrier Management – a solution that combines multi-carrier delivery with integrated despatch technology and logistics support. This instantly gave Wilko access to hundreds of different carrier services, providing the choice and contingency the business was looking for at such a crucial time – with services deployed through a single integration for labelling, tracking and reporting, to keep despatch easy and straightforward.

With GFS’ expertise and guidance, Wilko now offers more than a dozen delivery options ranging from 2-3 days and next day to Click & Collect and 2-man for heavy goods, across a spread of carriers that they can use at any time. This has not only allowed them to give customers wider choice of delivery, but they can also switch carrier services when needed – so they always have a ‘Plan B’ in place and their business remains protected.

GFS Technology enables a seamless omnichannel experience for Wilko customers

Over time, this Wilko has integrated GFS Technology throughout their entire network of distribution centres, drop shippers and instore Click & Collect locations, delivering a completely seamless omni-channel customer experience.

Server-hosted labelling platform, GFS Selector Enterprise, is integrated directly with Wilko’s Warehouse Management System (WMS), while carriers and services are automatically allocated through their 3PL provider by GFS Expert, using order data and routing rules such as product weights, dimensions, customer address and hazardous exclusions.

This has given Wilko an advanced robust shipping operation with 0 days of technology down time, while customers receive the exact same shopping experience every time, no matter what or how they choose to order.

The ‘one GFS’ relationship simplifies multi-carrier delivery

Since passing over parcel and carrier management to GFS, Wilko can use an array of different carrier services, without having to deal with the pain of the logistics. This has given the business peace of mind that delivery won’t let them down, as well as extra time and resource to fuel sales growth by over 50%.

GFS has helped transform our delivery strategy and drive 50% growth in online revenues by enabling us to increase operational efficiencies and give customers the choice and service they expect from us, every time.”

Next, Wilko plans to embed delivery options software GFS Checkout within their online store to offer customers personalised delivery options based on their specific location and order type.

GFS is proud to be considered Wilko’s trusted delivery partner and remains committed to helping to continue to drive the growth of their business.

About the company

  • High street home and garden retailer with 200,000+ products
  • Nationwide stores across the UK
  • Annual turnover £1.5bn

The need

  • Delivery services and technology to support aggressive eCommerce growth
  • Remove single carrier dependency
  • Protection during peak selling times
  • Greater delivery choice and convenience for online customers

The GFS solution

  • GFS Multi-Carrier Delivery Management
  • GFS Multi-carrier technology:
    • GFS Selector Enterprise
    • GFS Seeker
    • GFS Expert
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