Kate Smyth Head of eCommerce

British fashion house L.K. Bennett is known for its elegant and sophisticated collection of shoes, clothes and accessories. Established in 1990 there are now 101 stores, comprising of 60 stand alone stores and 41 concessions across the UK, Ireland, Jersey and Paris, and a successful online boutique.

The website launched in May 2007, and has quickly grown to include our full range of products and become one of our top stores. How can we provide the same levels of service? How can provide a range of delivery options? How can we offer delivery at a competitive price? How can we extend our delivery beyond the UK?

The Online Retail Delivery Report 2009 (produced by Sarah Clelland at Snow Valley) showed the services that online retailers are starting to provide: 72% delivery choice 56% next day 25% Saturday delivery 48% UK only, 24% international options

Our 3 rd Party Logistics provider has relationships with several of the leading delivery companies which we could take advantage of but changing courier had implications: The hardware and software changes The disruption to business as usual No automation of courier selection

We approached Metapack as we were aware that their courier management software could help us. In the last 6 months: Add or remove carriers and services simply Serve multiple carriers from one pack bench and text messaging functions to customers Change from the manual to bulk file import.

Added benefits Always have a contingency plan Allow monitor all deliveries through one simple interface Report quickly and visually on performance Whats next: Add business rules to automatically select couriers Use more advanced /Text messaging