How a returns management portal could help you save and make money with returns

Returns are hugely important to consumers and make a key part of the decision-making process. The key is to get the balance right between investing in the customer experience and managing the operational cost of returns. So, how can you SAVE money but MAKE money with returns, at the same time? It IS possible, and we’re going to show you how…

Discover how a returns management portal could help you save and make money with returns:

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2021-11-25T15:15:24+00:00November 22nd, 2021|

The ultimate guide to eCommerce delivery management during peak

Take the stress out of peak deliveries this year with our expert advice on getting predictive, contingency planning and optimising the customer experience.

Download your Ultimate Guide to Delivery During Peak:

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2021-12-09T16:20:04+00:00September 27th, 2021|

Your post-Brexit eCommerce delivery survival guide

Post-Brexit Survival Guide – Where are we now?

Download your Post-Brexit Survival Guide to find out about:

  • The EU-UK Trade and Cooperation Agreement
  • EU customs requirements
  • New EU VAT rules being introduced on 1st July…
  • How the new Import One Stop Shop can help
  • Shipping to Northern Ireland
  • What you need to do for EU returns
Download the eBook
2021-12-09T16:20:30+00:00May 27th, 2021|

How can eCommerce delivery technology help you achieve your business goals?

How can eCommerce delivery technology help you achieve your business goals?

Talk to us about your eCommerce Delivery Tech
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There is much more to delivery technology than just printing labels and tracking parcels. Choosing the right delivery technology can actually help you save time, cut costs and increase productivity.

So how do you know what you should be looking for? We’ve put together the 5 big questions to ask yourself when sourcing new delivery technology to see if it will support your long-term business goals.

1. Can you multi-task and manage the entire customer journey?

You probably already know that consumer expectations are impossibly demanding! But delivery doesn’t just start at despatch and end at the doorstep. You need an eCommerce delivery solution that can simplify and unify the customer experience at every touchpoint – starting at the checkout, moving to parcel despatch, all the way through the delivery journey and finally returns. Traditionally this has required multiple eCommerce delivery solutions; perhaps different eCommerce and marketplace integrations, various carrier labelling platforms and printers and then maybe a separate returns portal. But this only creates complex and disjointed view of your delivery operation. An end-to-end enterprise carrier management platform can increase visibility, accuracy and consistency throughout the customer journey resulting in greater service levels and lower operational costs.

What does multi-carrier technology look like?

Find out more
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2. Will it save time and free up resource?

Automation is essential for increasing efficiency and decreasing complexity especially as more channels, countries and carriers are added to the shipping mix. The level of automation you need will depend on your parcel volumes, but there are some key workflows and processes that can be simplified for retailers big and small. For example, by automating address validation, you can ensure that data entered by a customer is correct, which prevents parcels from getting lost or delayed. Automated labelling will speed up despatch and free staff from manually processing shipments. You can even automatically calculate Duties & Taxes and electronic customs documentation to help international parcels whizz through customs. At the end of the day, your eCommerce shipping solutions should make your life easy, so you can put more time and effort into selling and growing your business!

3. Can your delivery technology adapt to change?

If we’ve learnt anything it’s that you never know what’s round the corner, so your eCommerce delivery needs to be able to keep up with the rapid pace of eCommerce and potential market changes. And that means it needs to be scalable and flexible. Can new carriers be added quickly and easily? Can new channels and marketplaces be supported? Can you ship abroad with ease? Don’t just think about today’s challenges but tomorrow’s opportunities. By future-proofing your choice of delivery technology, you’ll be able to maximise your return of investment and your ability to adapt.

Want to make sure you have delivery contingency when you need it most?

Watch the video

From analytics to automation: what’s the outlook for delivery technology?

Read the blog

4. Are you able to unlock customer and delivery data insights?

To keep improving and evolving, you need to be able to monitor and analyse what’s happening at every stage of the delivery operation. From pinpointing the bottlenecks to understanding peaks in demand, where you could improve the customer experience and where you could reduce costs, analytics are essential to driving greater efficiency and accuracy. When selecting a new eCommerce delivery solution, make sure it can aggregate data from multiple carriers and sources to provide that all-important 360-degree view.

5. Can you integrate other eCommerce platforms?

eCommerce platforms. Warehouse management systems. Barcode scanners. For seamless omni-channel order fulfilment, delivery solutions need to integrate with all your other processes and tools. And these integrations need to be established and updated easily to avoid expensive development effort. But that’s just the start of the integration challenge. Your delivery platform also needs to be able to connect with carriers’ systems and online marketplaces to enable real-time order updates. By investing in a solution that enables data sharing across internal and external systems, you will be able to provide a richer customer experience.

Selecting a new solution can be an overwhelming and time-consuming at the best of times – it’s a big responsibility!

But it gets even harder when the technology landscape is constantly evolving. By focusing on the business enablers rather than the system features, you’ll be able to stay focused on the needs of your users and your customers.

GFS Enterprise Carrier Management offers a complete technology toolkit that enhances every stage of the delivery journey, from delivery options at the checkout, to labelling, tracking and reporting – across all carriers, countries and sales channels – through one single integration. This gives you everything you need to streamline operational processes, boost productivity and scale as you grow. Click here to find out more.

Find out about our network of technology partners
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Case Study

“GFS technology has helped us cut despatch time by 50%”

Read case study

2021-10-19T09:38:06+00:00May 17th, 2021|

Closing the Gap on Customer Delivery & Returns Experience

Closing the Gap on Customer Delivery & Returns Experience

In this webinar we talk through Top 5 latest insights on what consumers expect from delivery and returns, Best practice for delivery and returns, and practical and affordable ways to solve the problem.

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Global returns management made simple

GFS Global Returns Pro

1000+ Delivery Services in one place

Managed Multi-carrier Services

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2021-09-27T11:31:06+00:00April 29th, 2021|

Life After Lockdown

What do your customers want from online delivery & returns?

It’s time to close the gap…

eCommerce growth is on the rise – in fact, it’s estimated that online shopping will account for 30% of all retail purchases by 2024*, and the recent Covid19 pandemic has only accelerated this growth.

But now is not the time to rest on your laurels. Yes, eCommerce is booming but as we continue to get back to some normality post-Freedom Day, competition will be fierce, and consumers will expect more flexibility and convenience as workers return to offices, children return to schools and busy lives return to normal.

Research shows time and again that, last-mile delivery and returns options directly influence consumers’ decisions to purchase – and purchase again.

According to our Consumer Home Delivery Review with IMRG, almost HALF of all consumers have abandoned a cart because the delivery options on offer weren’t convenient. When it comes to returns, the stakes are even higher with 73% of consumers stating in the recent survey by ZigZag that they would not buy again from a retailer after a bad returns experience.

Retailers who think a ‘one size fits all’ approach to delivery and returns is good enough, do so at their own peril as not only can it end the purchase before the customer has even clicked ‘add to basket’, but it will almost certainly diminish the likelihood of them buying again.

Furthermore, the consumer is not discerning whether they are buying online via your website or from a marketplace – they expect to have the same seamless delivery and returns experience every time, regardless of where they buy from.

It’s clear there is still a very big gap between what consumers expect and want from their online delivery and returns experience – and, what they actually experience.

A Good Delivery Experience = Sales Success!

The convenience of online shopping has piled pressure on retailers to meet (and exceed) ever-more-demanding consumer expectations. Delivery and returns have become key to helping brands stand out and differentiate themselves against competitors – especially on online marketplaces where consumers will directly compare retailers on the same site.

It can feel like there’s a race to the finish line with delivery – it’s either got to be lightning fast or completely free. But you can offer customers something more and something better. What customers really want is convenience and choice. They are looking to have the flexibility to choose the delivery service that causes the least disruption in their day to day lives, whether this be next day, a specific time or day or click and collect at a range of price options – especially as post-Lockdown life will be much busier for consumers!

Offering a choice of delivery options at the checkout can be the difference between a customer completing a sale or abandoning it altogether as 45% of customers say they will abandon a purchase if there is a lack of convenient delivery options**.

It’s also important to give customers transparency as 70% of consumers said the ability to track orders was one of their top three considerations when buying a product online***.

Shine a light on any delivery blind spots by providing consistent notifications and live updates on the progress of their delivery, including if there are any anticipated delays. Letting your customer know in advance prevents the inconvenience of them having to contact you, which also cuts down on the number of inbound customer queries.

The delivery experience doesn’t just affect the first sale, but also repeat sales. 60% of customers would buy again from a retailer if they had a good delivery experience**, proving that getting delivery right can increase customer loyalty and help you grow your business.

Don’t Leave Returns Behind….

As many retailers focus on the importance of delivery, returns continue to be a bit of an afterthought. Yes, they are frustrating and costly but there is a common misconception that making returns too easy can lead to ‘serial returns’ behaviour. However, some 42% of shoppers have returned something in the last 6 months,* so there really is no getting away from returns.

If we think about this differently, a poor returns experience not only prevents future returns but future sales too. And with so many returns taking place on a daily basis, just think how many potential sales that could be if you make the returns process a great one.

78% of consumers consider the quality of a returns service when choosing where to shop and 85% of consumers have a preference of how they would like to make a return^.

Your returns policy can give customers confidence to buy for the first time, while a good returns experience gains trust, repeat purchases and long-term customer loyalty.

In fact, 92% of shoppers who have received a good returns experience make repeat purchases^.

But what are customers looking for when it comes to returns?

With more technology at their fingertips and less time to spare – consumers need returns to be speedy, convenient and simple. Prioritising returns in your day-to-day operations will help save time, money and effort in the long run. The more coherent, time efficient and flexible you can be for your consumers, the more confident they will be to make that repeat purchase.

80% of customers also want confirmation that their parcel has been received for transparency over when they will get their refund or new item^. Companies must adapt to this level of communication and upgrade their technology for consistent and reliable tracking.

How Can Retailers Provide A Seamless Delivery & Returns Experience?

Perfecting the delivery experience isn’t easy, especially during and after a pandemic when customer expectations can shift dramatically from one day to the next. That’s why it’s going to be important to provide the flexibility of a wide range of delivery options with accurate and consistent delivery updates and simple returns – all without additional cost.

Multi-carrier delivery really is at the heart of the solution. Having multiple carriers and delivery services at your fingertips gives you the breadth of service and flexibility to offer customers the choice and convenience they’ve come to expect – as well the contingency to switch services if you need to.

But managing multiple suppliers, and having multiple technologies, can create operational complexity.

At GFS, we take away this pressure by offering access to 1000+ carrier services, all in one place, which means one invoice, one technology platform and one single relationship. With access to the expertise and the technology you need to give your customers choice and transparency, you can perfect the final mile and give your customers the positive experience they’re searching for – now and in the future.

* https://www.retail-insight-network.com/features/uk-online-shopping-growth/

** – GFS/IMRG Consumer Home Delivery Report 2019/20

*** – Global eCommerce Consumer Research Report, 2020

^ – ZigZag Global Returns Study, 2020

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2021-09-22T12:54:26+00:00April 8th, 2021|

How to make delivery and returns to the EU friction-free

How to make delivery and returns to the EU friction-free

In this live demo we talk through how our eCommerce software can help you automatically calculate Duties & Taxes on all products, Display ‘Duties & Taxes Paid’ (DTP) or ‘Duty At Place’ (DAP) prices to consumers at checkout, generate electronic customs declarations on outbound shipments and produce customs codes and declarations for Duty relief on inbound returns.

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Multi-carrier delivery and fulfilment from the EU

GFS Europe

Selling to the EU just got easier and cheaper…

Find out more

Contact us – we’re here to help!

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2021-09-27T11:32:14+00:00March 24th, 2021|

See eCommerce Delivery Differently and Sell More

Did you know that according to IMRG, lack of choice of delivery is the 2nd highest reason for cart abandonment, after cost of purchase?

This just shows how many sales are lost because of delivery – but it’s an easy thing to put right!

There’s a common misconception in online retail that consumers want delivery that’s fast or free.

But in our experience, retailers that offer a wide choice of delivery see around 16% more basket conversions! It all comes down to convenience…

How can your delivery help your customers buy more easily and more frequently?

Put your customer in the driver’s seat

It’s simple, give your customers the power to choose!

Remember one size doesn’t fit all, some customers like to choose a specific day, or a time, or Click & Collect, and customer preferences can change order to order.

The trick is to make sure that delivery doesn’t cause customers to think twice, and to remove any reasons why a customer might abandon their cart. Offering a range of delivery options means the customer can personally select the one that’s most convenient for them, so they can buy confidently, easily and more frequently.

How can you simplify cross-border shipping and expand global sales?

There is plenty of opportunity for global growth, but one thing is for sure, shipping cross-border isn’t straightforward, especially now that we’ve left the EU. Complex customs processes, high shipping costs and lack of local knowledge can all put businesses off from actively targeting to customers overseas. If this is you, there is an easier way.

Using one multi-carrier delivery provider puts you in the unique position of having access to knowledge and expertise of the entire carrier market worldwide, so they can recommend the best carrier services for you and support you in understanding cross-border regulations. This will take the hard work out of cross-border delivery, helping you to ship to new countries easily and cost-effectively.

Equally, many consumers hesitate to buy from sellers abroad due to concerns around shipping times, costs and customs charges. You might want to consider a DDP (Deliver Duty Paid) option or a Duties & Taxes calculator to show customers the full cost of any additional customs charges. This will give customers peace of mind from the outset so they have confidence to buy, no matter where they are in the world.

Go paperless with returns

78% of consumers look at the returns policy when choosing where to shop, so it’s clear that returns can have as much of an impact on sales as delivery. If consumers are unsure about a returns policy they’re unlikely to take a risk and will shop elsewhere.

Paperless returns are quickly becoming the industry standard and it’s easy to see why. It’s the easiest way to offer customers a wider range of returns services, including exchange options, to for greater flexibility and convenience. It also allows for faster refunds, because you can see what items are being returned and why, before they arrive back at goods in. All of this creates a smooth and seamless customer experience that keeps customers coming back for more.

Helping eCommerce businesses see success

At GFS, we combine our expertise and services with innovative technology to help you turn your multi-carrier approach into your competitive advantage. We can help you streamline and simplify your delivery operations to meet the needs of customers across the globe – and empower you to sell more.

To test your current readiness and capabilities, take one of our quizzes now…

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2021-09-22T12:43:04+00:00February 11th, 2021|

Webinar – Gearing up for success post-Peak, Brexit and COVID

Webinar – Gearing up for success post-Peak, Brexit and COVID

We joined Tamebay in this webinar to discuss how Covid19, peak and Brexit has affected eCommerce business and how eCommerce businesses can be successful in the future.

If you are having trouble viewing the video, please allow all browser cookies or watch on YouTube

More videos

Multi-carrier delivery and fulfilment from the EU

GFS Europe

Optimise every parcel, every time, everywhere

GFS International eCommerce

Contact us – we’re here to help!

Get in touch

2021-09-27T11:32:55+00:00January 28th, 2021|

Gearing up your eCommerce delivery for success in 2021

Gearing up your eCommerce delivery for success in 2021

Covid, Brexit, Peak – it’s fair to say 2020 was an eventful year with some big lessons learnt.

The first being that you never know what’s around the corner, and as we continue to live with Covid and get to grips with life after Brexit, we’re starting off 2021 looking ahead to a future that’s as unpredictable as ever.

2020 was massive for eCommerce. As consumers were forced to step away from the high street for the first time, eCommerce reigned supreme with consumers shopping online more than ever before.

In fact, in the UK 30% of all retail sales were online, compared to 20% in 2019. So it’s clear that Covid has accelerated eCommerce growth faster than anyone was prepared for. This really tested the resilience of retailer supply chains. Retailers and carriers were left with a bottleneck of delays, struggling to deliver orders to customers and fulfil demand.

And now we’ve entered Lockdown 3.0, and we’ve finally left the EU too, who knows what this year will bring.

The retailers that will not just survive, but really thrive this year, will be those that have taken heed of what they’ve learnt from 2020 and built the necessary contingency and agility into their delivery operation to adapt to ongoing change.

So, what can we learn from 2020 and how can you continue to deliver a consistent customer delivery experience no matter what?

1. Switch to a single multi-carrier partner

At the beginning of lockdown, carriers were overwhelmed, running over-capacity most days, and if this happens, it means they can stop collections and refuse parcels. At Christmas, carriers were operating at 90%+ capacity on most days, even 100% at times. This is not uncommon, and we see this often during peak sales periods. On the other hand, we’ve even seen major carriers go into administration at crucial times of the year.

If your carriers come up against any problems, your parcels can’t go anywhere, which just creates a traffic jam of customer orders and a cycle of delays. A single multi-carrier partner can help you easily switch carrier services if you need to, without any new contracts or integration work, so you know you always have a plan B.

It’s also the easiest way to give customers the choice and convenience they seek. 45% of customers will abandon their cart if there is a lack of delivery options. Using a multi-carrier partner gives you instant access to a wide range of options, such as same day, next day, nominated day or click and collect, all in one place so customers can choose convenience every time.

2. Streamline processes with a single multi-carrier technology platform

It’s important to protect your business from the inside out by streamlining internal systems and processes to maximise efficiencies and productivity. Just as you can consolidate your carrier services with a single multi-carrier partner, you can do the same with your despatch software.

Multi-carrier software gives you control and visibility of all parcels across all carriers to all destinations, so you can label, ship, track and trace orders all with a single integration and process.

Not only can give yourself in-the-moment flexibility and switch carrier services quickly and easily, but you can future-proof delivery and add new carrier services without any heavy integration work or additional costs. So, no matter what happens, you can adapt delivery at any time to meet the needs of your customers, operational capacity, delivery performance, budget – and avert a potential crisis too.

3. Prepare for the Brexit effect

While the UK has now left the EU and the beginnings of a trade agreement have been announced, we still have a long way to go. eCommerce businesses have to be prepared for continued change and disruption to cross-border trade, and in particular, shipments to/from the EU.
We’ve seen this already this year, with some carriers temporarily suspending some services to the EU due to delays at our ports and borders.

If you have a large customer-base in the EU, or have plans to expand to Europe, check you have all the required information and documentation. Shipping to the EU now requires a Customs Declaration plus evidence of the country of origin, as well as an EORI number. You may also wish to open a Duty Deferment account so you parcels can pass through customs quickly and smoothly.

Additionally, moving part of your fulfilment operation to the EU could help you avoid the cost and complexity of border controls and customs documentation altogether. This means your suppliers can deliver to your EU warehouse or fulfilment centre, and you can deliver from this location directly to your EU customers for faster shipping and a more seamless delivery experience. This will reduce the risk of delays and costs, as well as provide a base to continue growing your business in EU countries.

An expert global delivery partner will keep you updated with Brexit developments as they happen and proactively support you in implementing process changes in advance, so you’re always prepared to continue servicing your EU customers with minimal disruption.

4. Improve Returns Efficiency

As lockdown boosted home delivery, this inevitably also led to an increase in returns.

But returns have a direct impact on the bottom line – in fact they cost UK retailers a whopping £60bn a year! (ZigZag, 2020)

With 89% of consumers checking the returns policy before making a purchase (UPS – “Pulse of the Online Shopper), retailers can’t afford to leave returns to chance. But retailers will need to manage the customer experience with operational cost – and this all comes down to efficiency.

A paperless returns portal (like GFS Global Returns Pro) can help you give customers the choice of returns options they’re looking for to clinch the sale. Electronic returns also offer better visibility of what’s being returned and why, so returns can be processed faster and goods can be returned to stock faster to help recover costs more quickly.

Make 2021 your year!

eCommerce is booming and as we enter another national lockdown, we’re expecting to see volumes soar again.

So while there’s plenty of demand, the challenge will be in ensuring your delivery operation is robust enough to fulfil this demand, from checkout to doorstep and back again, so you can secure every sale and give customers the confidence you’ll deliver every time they order again.

While customers were understanding of the longer transit times in lockdown 1.0, almost a year on consumer patience is wearing thin and the retailers that come out on top will be those that have taken the opportunity to build contingency into their supply chains.

GFS is here to offer you support and contingency whenever you need it. As one of the biggest buyers of carriage in the UK, we can offer instant access to 1000+ different global carrier services, plus our scale and influence means we find solutions fast. Whether this be escalating parcel exceptions, finding extra vehicle capacity or switching carrier services entirely – we can help you run business as usual, day after day, no matter what.

Click here to see how we could help you build your contingency plan in 2021.

Join us for our latest webinar with Tamebay: Gearing up your eCommerce Delivery for success in 2021

We’re coming out of our bunkers to see how eCommerce delivery survived the tsunami of Peak, Brexit and COVID – and to ask ourselves, what on earth happened and, most importantly, how do you gear up your eCommerce delivery for success in 2021?

Find out by registering for our webinar at 11am on Wednesday 27th January 2021!

Register Now
2021-09-22T11:37:06+00:00January 8th, 2021|

Are you delivering the goods when it comes to eCommerce delivery?

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Your results

Dynamism in delivery (0 – 33%)
You’re aware of market trends, and you’re conscious of innovation in delivery. But, more dynamism in your delivery service could provide your business with a real competitive edge. Remember, by 2025 home delivery will account for 30% of sales, customers are prioritising fast returns, 82% of customers expect Click & Collect to be free, and 60% of consumers will repeat purchase if they were happy with delivery. At GFS, we’ll deliver for you. Our expertise and multi-carrier solutions will deliver for your customers at every step of the customer journey, speak to us today to see how we can help.

eCommercial (34 – 66%)
You’re commercially aware and well informed in regards to innovations in delivery. However, the world of eCommerce is fiercely competitive, so it’s important to stay ahead of the competition. Just remember, offering convenient home delivery is essential. Ensure you’re refining the home delivery experience – it will account for 30% of all eCommerce sales by 2025, so start now to get ahead. Refine your customer experience with GFS, our expertise and multi-carrier solution will deliver first-class excellence for you and your customers. Speak to one of our experts today to see how we can help.

The full package (67 – 100%)
You’re a connoisseur of delivery. You’ll no doubt receive repeat business with your delivery approach. However, there’s always room for improvement. You might have mastered home delivery, but remember to offer fast returns as well. At GFS, our ranges of shipping solutions are designed to enhance every step of the customer delivery journey, from checkout to doorstep and beyond. We’ll provide you and your customers with a first-class delivery experience that’ll encourage repeat custom and sales growth, so speak to one of our experts today to see how we can help.

See Delivery Differently
At GFS, we understand how challenging it can be to keep meeting customer demands, while also trying to keep control of tight profit margins. Our multi-carrier managed service helps you to see delivery differently and offers one solution to streamline your entire delivery service. Our expertise can help you refine your customer experience and deliver customer satisfaction every time. We’re more than just a multi-carrier – we provide a range of technology solutions that aim to increase revenue. Our solutions provide easy and flexible delivery choice to reduce cart abandonment, increase despatch speed and accuracy, and enhance the delivery experience to encourage repeat purchases. Reap the rewards with GFS.

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2021-08-02T17:15:58+00:00December 4th, 2020|

Are you making the most of international markets?

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Your results

Research your market (0-33%)
You’re conscious of international opportunity, and you’re ready to expand, but knowing where and how to start may pose some challenges. Not to worry, GFS can partner with you to ease your transition into international markets and help your business thrive. Remember, in 2020 the customer experience is essential, credit cards are the favoured method of payment and China has the largest eCommerce market share in the world. To grow in international markets, you need to assess which markets your business will perform well in, and understand international delivery methods, duties and taxes.  At GFS, we’ve got the strategic expertise to launch your business take you into new terrains. We’ll help you see do multi-carrier shipping differently. Find out more here…

Cornering the market (34-66%)

Well done, you’ve got the ‘know how’ when it comes to international markets. It’s likely you know what markets are right for your business. You’re aware of international delivery methods, duties and taxes. At GFS we can assist you with global expansion, using our expertise, we can review your processes and help you streamline your services for international markets. We have the expertise to help you – we’ll help you see how to do multi-carrier shipping differently. Find out more here…

International player (67-100%)
With your business savvy, you’re bound to see return on investments. You know what your customers want, and which markets are right for you. We expect you’re experiencing steady growth, so congratulations! But if you want to go from big to major player, we’ve got the expertise to help you make the transition. Whether it’s navigating international delivery methods, duties and taxes, we can help – we’ll help you see how to do multi-carrier shipping differently. Find out more here…

Grow globally with GFS
At GFS, we can help you manoeuvre through international markets with success and efficiency. As the experts in joined-up multi-carrier management, GFS help you expose every opportunity and overcome every delivery challenge, so you can thrive. Whether it’s navigating through duties, taxes or international delivery options – we’ve got the multi-carrier solution, technology and expertise to steer your business into the global market. Get greater growth with GFS today.

contact us to find out more

2021-08-02T14:46:46+00:00December 4th, 2020|
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