What does your company do and what is your USP?
PHL is an owner-managed business that has over 15 years’ experience in the ecommerce and order fulfilment industry. We provide first-class affordable warehousing, fulfilment and distribution services tailored to our client’s needs and requirements.
Our USP is that we provide flexible, bespoke, tailor-made solutions that best fit your requirements and ethics, ensuring your consumers a positive customer experience.
How do you deliver on this USP?
We deliver on our USP firstly by using the latest in cutting-edge technology with our own in-house technical services team, allowing us to provide a bespoke and efficient service which always delivers. We also ensure that the account managers spend time understanding the client, their products and their requirements to provide a bespoke solution that best suits the client.
How would you describe your vision?
Our vision is to continue providing a trusted, flexible and bespoke service and to become one of the most well-known UK businesses for online fulfilment within the ecommerce industry.
Which retailers do you work with?
At PHL, we work with a wide variety of retailers, from small start-ups to multi-national corporations or wholesalers. We also work with clients who have single or multiple ecommerce platforms, shipping either within the UK or internationally.
We understand that no two clients are the same and their business strategy, values, operating processes, products and requirements are very different, therefore we work closely with our clients to achieve the bespoke solution needed.
If any of the above sounds like you, you could benefit from partnering with a fulfilment company that is passionate about getting it right and takes the time to understand your requirements, your brand and your customers.
How would you describe your growth?
We have seen a continued growth year on year, due to the success of our clients. We believe that by providing the necessary tools and support to enable our clients to grow ensures that they are successful and in turn that we are too.
To enable us to achieve growth and client satisfaction we have developed unique ways to work together, allowing our clients the flexibility to choose the services they want. We have a passionate, highly trained and experienced team to work directly with our clients and their customers, working in partnership with clients to ensure the consumer has a positive brand and customer experience.
What challenges are you addressing for multichannel retailers who aim to meet peak season demands?
Increases in volume during peak season or growth periods are by far the biggest challenges our clients have to overcome. With our 15 years of experience, we are well placed to meet and overcome these challenges by implementing technological solutions and additional trained members of staff to successfully manage the high level of orders received.
Each of our clients have a dedicated account manager and picking team who are highly trained to understand their products and requirements. The account manager will monitor your order volume and will be in regular communication with you to understand your plans with regards to marketing, peak season etc. By doing so, we can plan accordingly when order volumes may increase during this activity and through unexpected (but welcomed) growth.
How are you using emerging technology to support the retail growth?
By utilising the latest in barcode scanning technology we can provide an accurate pick and pack service which ensures customers receive exactly what they have ordered.
Our services also include technological solutions that are able to integrate into virtually any platform currently available, whether you have one or multiple retail platforms. By integrating directly into your retail platform and the chosen courier platform, we can automatically receive, pick, pack and dispatch orders efficiently, with the status of the order and tracking details fed back to your platform for consumer communication.
We boast an in-house team of experienced technical service team members who are on hand 24/7 to find solutions and resolve challenges, as and when they arise.
What do you see as challenges for the retailers and suppliers over the coming years? How are you prepared to meet those challenges?
Conventional bricks and mortar stores are in decline as ecommerce continues to grow, with consumers moving to buy more and more online but still wanting the high level of service you receive in store.
Therefore we believe the challenge for many retailers will be service-related. As technology develops, so has the need for orders to be received as quickly as possible whilst providing the correct level of communication of the order and delivery status.
To meet this challenge, we work closely with our clients to understand their product, their requirements and their customers. By doing so, we can then recommend and provide the services that ensure orders are delivered on time, with an easy and fast returns process and excellent customer service, to ensure exceptional consumer experience that keeps your customers coming back to your shop.
What targets are you aiming to achieve in the next five years?
We have achieved and aim to continue maintaining a high level of accuracy and customer satisfaction. Our passion and focus is our clients and their success – we work tirelessly to achieve the KPIs and goals set by them.
GIVE US YOUR ONE SENTENCE ELEVATOR PITCH.
Clients of PHL benefit from a complete, cost effective solution for their order fulfilment needs including but not limited to; processing of daily orders, goods-in checking, returns management and customer service/aftercare. We also boast a wide variety of couriers delivering both UK and internationally, all of the above enables our Clients to focus on growing their business.
This Company Spotlight was produced by eDelivery and sponsored by Promotional Handling. Funding articles in this way allows us to explore topics and present relevant services and information that we believe our readers will find of interest.
CUSTOMER CASE STUDY
Over 10 years ago, Gorgeous Shop was in a small unit with little to no room to expand. PHL organised for all stock to be moved and set up over the course of a weekend to ensure no ‘down time’ for consumer orders, with orders dispatched on Monday as usual. We helped to improve their systems and scalability during peak season, when order volumes can triple in size, to ensure each order placed before 3pm is dispatched the same day.
Since PHL began supporting Gorgeous Shop they have seen a 10% month on month growth which continued for a long period of time and enabled them to evolve from a .co.uk to a .com company, shipping orders worldwide. Over the last few years we have also managed their marketplace fulfilment, both Amazon and eBay, shipping orders direct to consumer as well as into the Amazon hubs.
