Case Study: Woolworths

Profile

Woolworths Group plc is a UK retailer focused on the home, family and entertainment.

The Challenge

To extend Woolworths’ existing online entertainment offer to include general merchandise and establish a strong and competitive web presence in time for Christmas.

Solution

A fully integrated fulfilment infrastructure was incorporated into Woolworths’ website and call centre comprising warehousing, pick/pack and despatch, home delivery and returns.

A delivery service of between 5-7 days and a cut-off point for orders in mid-December were implemented to guarantee receipt.

Zendor was factored into Woolworths’ call centre operation to enable them to offer the best customer service levels.

The Benefits

End-to-end service for peak multi-channel trading and beyond
Efficient warehousing management to meet seasonal demand
Thousands, rather than hundreds, of product lines available
High levels of customer satisfaction

Launched: September 2004

“Woolworths had to get it right from a customer point of view in order to maintain brand trust. Working closely with Zendor we achieved everything we set out to achieve and now have a solid base on which to build our Multi-channel Retailing Strategy.”
Gerry Callanan, Head of Supply Chain