‘Lessons from Peak – What on earth happened’ – Tamebay Live with hampers.com

This eCommerce gift hamper retailer specialises in high-quality hampers for both individual shoppers and corporate clients. With a business model that peaks dramatically at Christmas, a huge proportion of annual turnover happens in just a few short weeks. During this period, the company must manage high order volumes, unpredictable daily fluctuations and the added complexity of international shipping. Customers purchasing hampers are often buying emotionally significant gifts, which makes timely, safe and accurate delivery an essential part of the brand promise.

Overcoming Carrier and Capacity Issues

Before working with GFS, the retailer faced a serious challenge. A national carrier let them down during a critical Christmas period and their relatively new ERP software left them weighing up whether to invest in a carrier management system or partner with a third party. After discussions with GFS, the choice became clear. GFS brought deep industry expertise and years of experience, alongside the ability to consolidate multiple carrier relationships into one. This immediately simplified operations and reduced the complexity of managing six different suppliers.

Expanding Delivery Options and Cut-Off Times

Partnering with GFS gave the retailer access to a wider range of delivery options and greater flexibility to meet customer expectations. They were able to extend order cut-off times from 2 pm to 5 pm and add Saturday despatch, a major competitive advantage. During Peak, GFS also helped secure additional capacity when demand exceeded forecasts. This responsiveness meant the retailer could promise customers on-time delivery with confidence, leading to higher satisfaction rates.

Measurable Cost Savings and Better Customer Experience

Working with GFS has delivered tangible business benefits. The retailer has seen cost savings across the despatch function, achieved better per-despatch rates through GFS’ buying power and reduced carrier-related stress for their team. Customer service has improved thanks to reliable delivery, expanded service options and the ability to select the most suitable carriers for each order. Peak season now runs more smoothly with daily operational calls in December to keep everything on track.

A Partnership Built for Growth

Looking ahead, the retailer plans to expand its hamper range and introduce new product lines, confident that GFS will continue to provide the operational support they need. From checkout to doorstep, GFS ensures every gift reaches its destination on time and in perfect condition, helping the retailer maintain its reputation for quality and reliability in the highly competitive eCommerce market.