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Woolworths Website Delivers for Christmas

Press Release

By: Zendor
9 February 2005

Woolworths’ recently relaunched website has had a successful first Christmas with exceptionally high delivery standards being met. Tens of thousands of orders placed in the lead up to Christmas were delivered by 24th December. This was an impressive achievement for a site and fulfilment infrastructure relaunched in its entirety just prior to Christmas and that included a substantial general merchandise offer of toys, confectionary and gifts. Success was achieved in partnership with fulfilment expert Zendor, and is in contrast to some retailers who struggled to cope with the huge increase in online shopping this Christmas, disappointing many customers.

Zendor was appointed in September 2004 to fulfil general merchandise orders via the catalogue and online site, www.woolworths.co.uk , as part of Woolworths’ strategy to build a strong and competitive multi-channel presence.

The combination of launching just prior to peak Christmas trading and Woolworths’ diverse product mix, created a significant challenge for both Woolworths and Zendor. Achieving order delivery in time for Christmas, whilst at the same time maintaining high levels of customer satisfaction, was the result of working closely to implement a robust and efficient fulfilment and delivery service. In addition sufficient stock and trained warehouse staff were in place well in advance of Christmas to cope with demand, and the service was underpinned with the high standards of warehousing, pick/pack, delivery and returns provided by Zendor. Both Zendor and Woolworths’ existing call centre worked together to ensure that all delivery and order enquiries were resolved quickly and handled to every customer’s satisfaction.

Gerry Callanan, Woolworths’ Head of Supply Chain Development says, “In terms of customer service we achieved everything we set out to achieve. This Christmas Woolworths provided customers with a comprehensive product range via our website and catalogues and to achieve such high levels of customer satisfaction with our service at Christmas is fantastic. Customer feedback has been extremely encouraging with the vast majority of customers stating that they will continue to shop with us post-Christmas. This is a tribute to the months of hard work demonstrated by both the Woolworths and Zendor teams, and is a terrific boost to our multi-channel growth strategy.”