House of Fraser improves home delivery visibility

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House of Fraser has gone live with a new in-house fulfilment system which integrates with MetaPack to manage its home delivery.

Previously the department store has outsourced its stock and dispatch management to an e-fulfilment company but the company was unhappy with the lack of visibility it received and inability to track goods effectively.

It also only had access to the report suite on an ad-hoc basis and if goods were returned via courier it was a manual and laborious process.

MetaPack has enabled House of Fraser to have full visibility per sales channel, allowing it to manage costs and service.

Tracking emails can also now be sent at chosen stages of delivery, and with the reporting functionality the retailer can see an overview of all delivery activity and can now monitor carrier performance as well as their own deliveries and costs.

Mark Russell, head of operations, said: “Online retail is seen as a key engine for growth, and MetaPack has given us a complete level of visibility that allows us to consistently offer our customers a proactive response. 

“We’re now in a position to offer more delivery options, as we believe it is an opportunity to distinguish ourselves from our competitors.  The flexibility MetaPack offers us to execute change is important.  MetaPack tests the concepts of delivery performance with re-writing the data.”

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