The best in retail technology were recognised with a Retail Week Technology Award at this year’s awards ceremony at the Hilton Hotel, Park Lane on the 16th June. The main winners of the night, Asos.com, not only walked away with the IT Team of the Year Award, but by putting forward their MetaPack system they also won the Home Delivery Network Supply Chain Excellence Award.

Jevern Partridge, Head of Operational Systems at Asos stated “This is an excellent win that really helps to highlight the hard work and commitment the team from Asos and MetaPack put in to deliver this project under tight deadlines in an ever growing business.“

MetaPack, who were proud to stand alongside Asos in achieving this recognition, is fast becoming known in the industry by raising the bar in delivery standards and giving their customers a real competitive advantage by offering excellent service. Asos, with their quest for innovation and aptitude in exceeding customers’ expectations, were quick to see the advantages the Delivery Manager could offer them.

Asos were so impressed with MetaPack they decided to implement the system in August 2008, a few short months before the Christmas rush. This was a strategic decision that paid off. They were more easily able to manage their 108% uplift in sales as well as extend order cut off date to 4pm on Tuesday 23rd December with guaranteed Christmas delivery.

As Stuart Hill, Head of Customer Logistics explains, “without the MetaPack Delivery Manager solution many parcels may have missed their delivery promise and customer care would have had limited visibility to track the parcel on behalf of the customer.”
This visibility and enhanced customer care is another reason the system is so useful to retailers such as Asos. Each customer is sent an email to inform them their order is due for delivery, internally triggers are set on the system to immediately inform the Customer Care team in the unlikely event anything should go wrong. They also have access to the complete tracking data for any parcel, regardless of the carrier, all through one screen. This way the number of inbound calls are reduced and proactively avoided, and those that do still call in can be dealt with in an efficient manner.

Other aspects that assured Asos Supply Chain Excellence through MetaPack:

• They are now able to offer Next Day Delivery to customers on Saturdays.
• Improved standard delivery times from 3-5 working days, to 2-3 by better allocation of parcels to a wider selection of carriers.
• Easily adding two further carriers to spread the delivery load across the best fit of carrier and ensure the highest possible first time delivery.
• Automatically upgrading parcels to the best service based on weight and value to ensure that they do not miss their delivery promise to the customer.
• They are now able to smooth out resources within the fulfilment centre at peak times by upgrading parcels to meet the delivery promise. This allows the operation to work with optimum labour and packing benches.

However, as Stuart Hill explains, “there were so many benefits MetaPack brought to the table that we couldn’t do it all at once,” and so they plan to enhance their offering even further. Things such as reducing the standard delivery cut off time to 4pm, offering increased services for international customers, offering nominated delivery day to national customers, making use of the MetaPack sms status updates and allowing customers to track their orders through their Asos account area are all on the cards. It’s not hard to see why Asos is leading the field in online retail.

MetaPack Limited
12-16 Laystall Street
London, EC1R 4PF
tel: (020) 7843 6861
fax: (020) 7843 6721
email: info@metapack.com
http://www.metapack.com

Published on: 10:59AM on 23rd June 2009