Custom Fulfilment Services - A Lesson in Complex Fulfilment and Listening to Client Feedback.
Complex Fulfilment and Sourcing Case Study
Explore Learning has 150 centres nationwide where children and young people find the inspirational teaching and the learning focus they need to achieve. As their learners were attending outside regular business hours though, Explore Learning’s centres had a simple but, from the fulfilment perspective, difficult difference to many clients. 3Pl and fulfilment is an industry that can be very focused on standard processes so when a client requests a service outside those standards business hours, things can get a little complex.
In addition to the problems with shipping, Explore Learning needed a series of high-quality rewards for their young members. These needed to be both desirable, to excite and engage with young learners, and affordable, to stay within realistic budgets.
It was time to get to work and see how we could help.
Our response
Firstly, we looked at the problem of getting the incentives, and any other materials needed, to the centres. That meant getting to know the requirements, times and options available to us to create a solid fulfilment service. We then built these into a reliable, working, cost-effective, but still flexible, 3PL plan. Next, we sat down with Explore Learning and with the help of our sister company, Great Little Rewards, we sourced them a dynamically changing range of motivational rewards. This meant understanding the young learners. We wanted to know what they wanted and what would not only inspire them to learn but also to keep that learning going as a returning customer.
As the plan rolled out, we stayed nimble and flexible. To ensure success for Explore Learning, we needed to closely monitor not just the logistics of the deliveries, but also the success of the rewards as motivators to learn. We soon started to get feedback from the centres, where it was positive we adopted and integrated it into our support. Fortunately, Explore Learning were amazing and providing us with everything we needed to make the project an ongoing success.
Soon, we heard the good news. Explore Learning was able to draw a direct link between the lengthened retention of their members and their engagement with the rewards offered. By being agile, client-focused, and integrating the response from their customers, together we had increased not just positive feedback, but the retention that is so vital to great learning.
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