RCS Logistics Provides e-fulfilment Services for TV and Online Shopping Channels

East Midlands-based 3PL provider RCS Logistics is providing comprehensive e-fulfillment services to TV shopping channel specialist Pitch World Ltd. Services provided by RCS include bonded warehousing, customer order picking, packing and despatch, as well as online order tracking and dealing with any customer returns.

Established in 2007, Pitch World is a fast-growing online retailer and TV shopping channel business with two dedicated 'Pitch TV' shopping channels on Sky and a further three channels on Freesat. In addition to its five TV shopping channels, customers can also place orders by telephone via a 24/7 call centre, or by ordering online at the Pitch TV website (www.pitch.tv). Products sold by Pitch World are carefully selected for their unique, innovative properties. These products range from car cleaning products and gazebos, through to DIY products, soft toys and inflatable beds.

David Bredow, founder and Operations Director at Pitch World comments: "We're a lean business with 11 employees, as we tend to outsource most of our operations. Since August 2009, RCS Logistics has been providing our warehouse storage and e-fulfilment services, from receipt of initial customer order, right through order picking, packing and despatch to the customer, including order tracking – all of which is fully automated and traceable. We are extremely happy with the partnership."

David Bredow emphasises that logistics and e-fulfillment are "absolutely critical aspects of our business" and so Pitch World requires a logistics partner that it can trust and that is flexible and adaptable. "With e-commerce and TV shopping, you typically get just one chance with the customer. If you get it right, the customer may return and buy more from you. However, if you get it wrong, you may never get another chance. That's why logistics and e-fulfillment are so critical to what we do here. Whilst many 3PL providers are good at providing traditional logistics and warehousing, many are not so good when it comes to e-commerce and e-fulfillment," warns Bredow.

"When we were looking for a suitable logistics supplier, we decided not to work with any of the major 3PLs because, as a business, we felt that we would have to adapt to suit their regimes and systems. We therefore decided to look for a small-to-medium sized 3PL, who would be willing to adapt to our systems and practices. In this respect, RCS has performed very well and is continuing to improve its services. We are particularly pleased with how helpful and open to new ideas RCS has been and how well the company has changed its working practices to suit our own business."

At its Corby site in the East Midlands, RCS Logistics employs a dedicated Pitch World representative. As David Bredow puts it: "That person has been very proactive in solving any customer issues that have arisen and has really gone the extra yard for us when we've needed her to. Customer returns are now at their lowest level since Pitch World began trading," he adds.

Automated order fulfillment

RCS and Pitch World have invested much time and effort in integrating their IT systems and software, which has resulted in a slick, responsive system from customer order through to despatch and delivery.

Once Pitch World receives an order from the customer, via telephone, website or TV, the information is relayed to RCS via the integrated SAP software. Each day, RCS picks an average of 500 customer orders for Pitch World. Once RCS has received and logged a customer's order details, despatch labels are generated and printed for inclusion with the order. Each day, a pick list of orders is created for the RCS warehouse, where Pitch World products are stored. The products are then picked by warehouse operatives and packed for delivery to the customer. RCS also generates an invoice for the customer, which is despatched along with the order. Typically, orders are despatched on a next-day or 2-day delivery, to customers in the UK, Ireland and mainland Europe.

Stephen Gray, Commercial Director at RCS Logistics comments: "We've not only adapted our business practices to suit Pitch World's requirements, but we've also been prepared to invest in the required IT systems and software to support a fully automated e-fulfillment service. Our partnership with Pitch World is very much a two-way relationship. If we perform well, Pitch World will grow and prosper, and vice versa. Having a fully integrated order fulfillment system is very beneficial for all parties and any stock discrepancies are much easier to sort out now."

Based in the heart of the UK's logistics transport network in Northamptonshire, RCS Logistics provides distribution, transport, logistics and haulage solutions across the UK mainland and Europe. Services provided include same-day courier services, full 3PL, single pallet collection and delivery, as well as warehouse storage, including dry bonded warehousing.

For more information on how RCS Logistics can help improve your logistics supply chain, please call Stephen Gray on 01536 446 183 or email: Stephen.Gray@rcslogistics.co.uk