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Tobar’s unique use of MetaPack improves multichannel fulfilment
Tobar are harnessing the MetaPack Delivery Management system in a new way that assists the visibility in their multiple fulfilment channels. As well as supplying to trade, Tobar have a number of divisions; Hawkins Bazaar, Letterbox, Stocking-Fillers and Something Personalised who sell to the end consumer through their online sites and mail order catalogues. They also operate more than 60 physical stores for their Hawkins Bazaar and Letterbox brands. Store stock is replenished from their
warehouse in Suffolk and sent out via courier. In the past store managers have had very little information on these consignments except what they could potentially expect as inbound to them, which was often found to be inaccurate or affected by delays with the carrier. To solve this problem, Tobar have provided their stores with individual logins to their MetaPack system, which among other things, manages the delivery of stock to store. The store managers now have a wealth of accurate and up-to-date information at their fingertips: they can see the status, size and contents of any consignment bound for them as well as immediately pinpointing any problems in the delivery as they arise and proactively take steps to mitigate the
About MetaPack
Now responsible for a large percentage of all items shipped online, MetaPack’s unique service has streamlined the despatch function for hundreds of online retailers, bringing ‘intelligent despatch’ to large multi-channel clients such as M&S, John Lewis, ASOS and DGSi as well as smaller pureplay e-tailers. MetaPack’s service is based around a web-based, pay-as-you-go software solution which intelligently streamlines the despatch process through efficient carrier management and effective communication. This impacts on several aspects of the e-tail operation, delivering flexibility and contingency to operations, expanding delivery options, reducing costs, and improving customer experience. Some clients even use MetaPack to introduce multi- channel initiatives, control activity at their fulfillment houses or facilitate drop-ship despatch direct from their suppliers whilst retaining control of how, what, where, and when items are being sent at a fraction of the cost. It even manages returns cost- effectively.
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Increasing first time delivery success means giving customers the options they want and keeping clear, continual communication between all parties throughout the process. However, achieving the best mix of delivery options for your business often means utilizing multiple carriers and delivery solutions which can become difficult while trying to juggle a number of systems at once. MetaPack is a multi-carrier platform helping you integrate into carriers inexpensively with ease, plan for any contingencies such as postal strikes and manage the disjoined allocation and delivery information bringing it all together through one system. MetaPack can then keep both your customer service teams and your customers informed every step of the way through emails and texts, meaning no more failed deliveries. The solution is fully scalable and can handle as few as 30 parcels a day to 30,000 an hour with no need to upgrade. There are no huge up-front costs, and is simply charged on a small fee per consignment. MetaPack’s extensive
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partner network also means integration into existing systems is easy with no further IT costs. Operationally, the system links your web front end or warehouse management system directly with over 20 carriers, managing the packing process through automatic carrier assignment, booking, label production and manifest functions. They are also able to consult detailed, but simple-to-operate reporting tools to proactively root out process inefficiencies, monitor carrier performance, keep management informed and even identify delayed deliveries before receiving “where is my order” calls. MetaPack provides a single screen support for Customer Services and can even automate informative messages to customers by interpreting carriers’ own status reports from their disparate systems or, offer real-time delivery options specific to customers (based on their location, parcel type, time of day etc) at time of purchase from your website. The system can also be used by your external suppliers or fulfillment houses.
Contact
MetaPack Limited 12-16 Laystall Street London, EC1R 4PF tel: (020) 7843 6720 fax: (020) 7843 6721 email:
info@metapack.com web:
www.metapack.com
delays or issues arise.” As well as this inventive use of
the system, Tobar have made use of the multicarrier platform to speed up despatch and eliminate bottlenecks as staff can now use any pack-bench for every carrier rather than being limited to each carrier’s own system. In this way there has also been a marked decrease in the need for staff training where it now only take approximately one hour to teach
situation. Neil Springall, head of warehouse operations, explains, “our store managers can now log into their own store account on a daily basis and search for all consignments specifically for their postcode. The stores can then search on statuses, for example seeing all of the consignments that are actually out for delivery and exactly how big the consignment is in boxes. By selecting other statuses such as ‘allocated’ they can see what is currently being picked and packed in the warehouse ready for despatch to them, in other words, what is likely to arrive within the next 24-48 hours. This is great in our peak season for planning of staff in the stock rooms.” He goes on to say, “MetaPack has been fantastic in that it allows the stores to have almost total control of what is coming, what is about to come and see where any
someone to use MetaPack competently rather than the several hours needed for the various different carrier systems. Furthermore, with the automatic allocation feature, Tobar have experienced increased accuracy and reduced costs with all consignments being allocated to the correct service and carrier based on predefined criteria, rather than relying on the packer’s judgements. Springall concludes, “MetaPack has truly
revolutionised our business, it’s saved us both time and money. It’s just so simple to use and it has increased productivity and efficiency throughout our warehouse operation. Even customer services have experienced the benefits with tracking emails reducing inbound queries by 14 percent and through feedback we know there is a greater level of customer satisfaction too.”
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