Going live with the MetaPack Delivery Manager (DM) system only last month, ASOS’ Head of Customer Logistics, Stuart Hill says they have already shipped over half a million parcels and are already experiencing benefits from the system. Stuart, who was also responsible for the successful management of the MetaPack system in John Lewis, explained “a system such as the one provided by MetaPack is vital to any online business where the delivery really matters.” He went on to say, “ASOS has grown by leaps and bounds with a 1.8 million registered customer base, it’s becoming more important than ever to keep pace with the market and better meet our customers’ needs.”

Previously offering only two delivery options of 3-5 days or next day, with an order cut-off of 4pm, they have used DM to introduce two new carriers, improve the standard delivery promise to 2-3 days, lengthen the order cut-off time and include Saturday deliveries. “By being able to increase the number of carriers we use and by taking advantage of the ease, speed and flexibility of the DM system we have been able to pass these benefits on to our customers, extending the ethos of our business – giving customers great choice – into the delivery area,” says Stuart.

ASOS are also using MetaPack Delivery Manager for their customer care team. All delivery enquiries are managed through DM internet screens. These screens report on all parcel movements, regardless of the carrier and automatically identify where there are customer issues. This operation is supported by MetaPack’s email and SMS services that inform customers directly of parcel statuses and impending issues.

But the benefits don’t stop there, ASOS have a three more phases of development in their plan: increasing the number of orders that are delivered on day one; offering improved international delivery options, nominated delivery day and time slots; and same day delivery. “MetaPack DM offers so many possibilities that we have had to break the rollout of functionality into stages,” concluded Stuart.

Due to the use of MetaPack DM, ASOS are now automatically an IDIS (internet delivery is safe) approved retailer which is an IMRG accreditation scheme, providing shoppers with a peace of mind when buying online. This is because MetaPack DM software adheres to the 9 point charter set out by IDIS.

Contact claire.biggs@metapack.com for more details

Published on: 12:00AM on 12th November 2008