Meet the Partner: Despatch Cloud

This month, we speak to Lloyd Tidder, Head of Client Relations at Despatch Cloud, an eCommerce centric warehousing and order management software.

Who is Despatch Cloud? 

Despatch Cloud, founded in 2015 by Matthew Dunne, has established itself as a prominent eCommerce software provider in the logistics and warehousing space. With a strong reputation for its expertise in delivering comprehensive solutions that cover multichannel shipping, order management, and stock management, our roots lie in the heart of Yorkshire, where our state-of-the-art 250,000 sq. ft. facility stands. 

Our unwavering commitment to innovation, efficiency, and providing real-world solutions truly sets us apart. Our mission is clear: to disrupt global industry standards for online retailers. Our vision extends beyond just offering a product; it's about revolutionising operational efficiencies with a straightforward, value-for-money approach, all underpinned by exceptional customer service. This commitment to excellence firmly places us at the forefront of the industry.

How did Despatch Cloud begin?

Despatch Cloud began with our founder, Matthew Dunne, creating specialised eCommerce plugins. His expertise led to a pivotal moment when he was approached to develop plugins for a Warehouse Management System (WMS). This caught the attention of Yorkshire Trading Company (YTC), one of Yorkshire's leading retailers, leading to a long-lasting partnership.

In collaboration with YTC, and with access to their expansive 250,000-square-foot warehouse, Despatch Cloud has continued to evolve its software offerings. We now offer robust solutions, including Warehouse Management, Shipping Management, and Channel Management Systems, rigorously tested in real operational settings. Our journey is marked by an unwavering pursuit of excellence, identifying real-world problems, delivering effective solutions, and validating them through practical implementation.

Who is in the Despatch Cloud team? 

We currently have 60 dedicated professionals on our team, with plans for further expansion as we grow. Our team is spread across two key locations, the UK and Turkey, offering a wide range of expertise crucial to our success.

Our experienced senior management provides visionary leadership, while we also have expert developers, designers, a marketing team, a results-driven sales force, onboarding specialists, and industry-leading customer support. Our diverse skill sets and roles highlight our commitment to excellence across all aspects of our operations. As we continue to grow, we are dedicated to maintaining a unified workforce for our valued customers' ongoing success and satisfaction.

Who are Despatch Cloud current customers?

At Despatch Cloud, our commitment to excellence is evident in our diverse clientele, which spans multinational giants and small businesses alike. We have had the privilege of collaborating with industry leaders such as JD.com, PLouise, Smol, Nerdy Banana, RBLI, Rydale, Evri, and many other ambitious brands. This broad spectrum of clients underscores our versatility and capacity to cater to a wide range of businesses across different scales and industries.

Which key challenges do your customers face, and how does Despatch Cloud help solve them? 

Despatch Cloud's software is a versatile solution addressing common business challenges. It resolves limitations in sales channels and courier services, integrating seamlessly with over 180+ couriers and channels for operational flexibility. Our advanced platform optimises picking processes, offering digital options like order, tote, bulk, and sorting, all enhanced by digital picking. This ensures faster and more accurate fulfilment, reducing errors and expediting the process.

In addition, our software boosts customer loyalty through custom tracking, branded labels, and post-purchase communications. We simplify and optimise order management, reducing manual processes and bottlenecks and improving efficiency and customer service. Automation and multi-channel synchronisation are key features that empower businesses. 

Furthermore, our multi-channel eCommerce software provides seamless integration with over 40 top sales channels, including Amazon, eBay, Shopify, Magento, and WooCommerce. We address the challenge of managing multiple sales channels in one place, ensuring that customers never miss out on an order or interaction. By offering this consolidation, we help streamline operations and enhance the customer experience for our clients.

Lastly, our sophisticated shipping rules system helps businesses select cost-effective and efficient shipping services, optimising their operations. Despatch Cloud's comprehensive solution results in streamlined operations, enhanced customer experiences, and success in competitive markets.

Who are your ideal future customers?

In the ever-evolving world of commerce, our focus remains on online retailers, courier aggregators and fulfilment providers. For online retailers, our services address their logistical needs, enhancing their operational efficiency and customer experiences in the global eCommerce market. With courier aggregators, we aim to streamline their operations, ensuring cost-effective logistics so they can continuously deliver a seamless customer experience. As for 3PL business and fulfilment providers, we help businesses efficiently manage orders, track inventory and coordinate shipping operations. These customer segments are fundamental to our company vision as we work on fortifying the eCommerce and logistics sector with innovative and operational excellence.

How does the Despatch Cloud platform work? 

Using cutting-edge technologies, Despatch Cloud emerges as the ultimate software solution for managing Orders, Warehouses, Shipping, and Channels within the domain of eCommerce businesses. It serves as a  strong partner, allowing enterprises to efficiently optimise their operational processes and redirect their resources towards more critical endeavours, most notably the expansion and fortification of their business foundations.

Despatch Cloud streamlines internal operations and provides valuable insights through data analytics, helping businesses make informed decisions and improve their efficiency further. This data-driven approach allows for better inventory management, order processing, and customer service.

By leveraging advanced API technology, Despatch Cloud seamlessly integrates with an extensive network of over 180 channels and courier services. This seamless connectivity empowers businesses to provide an unparalleled post-purchase customer experience, firmly establishing their brand as a beacon of excellence in the eCommerce landscape.

Despatch Cloud is not just a software solution; it's a strategic asset that not only optimises your operations but also provides the insights needed to make informed decisions. With advanced technology and seamless integration with multiple channels and courier services, it paves the way for businesses to provide exceptional customer experiences and solidify their position as leaders in the eCommerce industry.

What makes Despatch Cloud unique? 

Our unique experience in warehousing and fulfilment sets Despatch Cloud apart, thanks to our very own warehousing facilities. Many of the solutions we offer were born out of real-world challenges within our own 250,000 sqft warehouse in the heart of Yorkshire.

Our strength lies in the depth of the integrations we provide. Currently, we offer seamless integration with 180+ couriers and channels, and are continually adding to this portfolio. With Despatch Cloud, you receive precisely what you need at the stage your company is in. We prioritise efficiency and won't burden you with unnecessary additional costs and our user-friendly interface makes navigating our platform intuitive and straightforward.

Moreover, we support businesses looking to scale up by offering tailored solutions at every stage of their growth journey. This flexibility enables our clients to adapt their processes, without swapping out the old system with an entirely new one. At Despatch Cloud, we're committed to being your partner in success, meeting your unique needs as you progress through your business journey.

What is new at Despatch Cloud? 

Despatch Cloud proudly introduces several notable developments and enhancements to our team and services. Our recent strategic additions include key staff members, such as a new Head of Marketing, a Sales team, and accomplished Heads of Onboarding and Support, further strengthening our commitment to exceptional customer experiences.

Additionally, we are excited to announce the impending release of Despatch Cloud V7, our next-generation warehouse management system. This advanced platform represents a significant milestone in our ongoing journey to provide cutting-edge solutions to our valued clients, ensuring continued success and operational excellence. Stay tuned for more details and updates regarding this exciting release.

Who else do you partner with? Any emerging marketplaces and technologies retailers should look out for? 

Despatch Cloud has strategically established partnerships with respected organisations to fortify our capabilities and maintain a leading position in the landscape of emerging marketplaces and cutting-edge technologies.

One notable partnership is with TikTok Shop, an ascending force within emerging marketplaces. This collaboration empowers retailers to tap into the growing potential of TikTok as a sales channel, positioning them as pioneers in the dynamic world of social commerce.

Furthermore, we are proud to be associated with what3words, a groundbreaking location technology provider. This partnership equips retailers with precise and innovative location data solutions, ensuring the seamless and accurate execution of delivery services ultimately elevating the standard of customer experience.

Moreover, our collaboration with Anansi, the pioneering automated goods-in-transit insurance provider, offers an innovative solution for retailers to effortlessly safeguard their shipments and effectively mitigate risks within the supply chain.

These strategic affiliations underscore our unwavering commitment to maintaining a leading position in emerging marketplaces and technologies, providing our esteemed clients with the requisite tools and insights to excel in the ever-evolving retail environment.

Any tips for preparing for peak? (Black Friday/Christmas)

As the Black Friday and Christmas seasons approach, it's crucial to implement measures for a successful holiday operation. We recommend the following key strategies:

First, consider using our courier failover software. This tool automatically reassigns deliveries to alternate couriers in case of issues, minimising disruptions and maintaining the integrity of your supply chain.

Second, adopting a multi-channel sales strategy is vital. Offer your products on various platforms to meet your customers where they prefer to shop. Our software can help streamline the checkout process and enhance the overall customer experience.

Lastly, simplify the address entry process with our Address Finder solution. This tool eliminates the need for manual address input. With just a postcode, our system automatically completes the address details, saving time and reducing the risk of errors.

Incorporating these professional measures into your preparations will bolster operational efficiency and ensure a successful peak season, ultimately providing your customers a superior experience during the demanding Black Friday and Christmas periods.

Why did you decide to partner with Whistl? 

We decided to partner with Whistl because we recognised the exceptional value and expertise they bring to the table in eCommerce delivery solutions. Whistl's comprehensive network, including its localised collection service through Parcelhub and national support, perfectly complements our mission to provide end-to-end support for SMEs in the eCommerce sector.

Our software, Despatch Cloud, optimises various aspects of eCommerce operations, including order management, fulfilment, and delivery. By partnering with Whistl, we aim to offer their customers access to our cutting-edge software solutions, enabling them to streamline their processes, enhance efficiency, and ultimately deliver an elevated experience to their own customers.

We believe Whistl's customers can benefit immensely from the Despatch Cloud software. With our robust tools and features, we can help businesses of all sizes, including SMEs, achieve a more efficient, cost-effective, and customer-centric operation. By harnessing the combined strengths of Whistl and Despatch Cloud, we are committed to delivering an integrated solution that drives success in the eCommerce landscape.

How important is a multi-carrier delivery approach to your clients? 

The adoption of a multi-carrier delivery approach is crucial for our clients. This strategic approach provides versatility, enabling efficient shipping to remote and international destinations while responding flexibly to changes and delays, ensuring timely deliveries. Customisation is a key benefit for our clients, allowing the selection of carriers tailored to specific needs. It enhances cost-efficiency and negotiating power, resulting in improved profit margins. 

Additionally, accommodating customer preferences and offering contingency solutions further solidify the value of a multi-carrier approach in maintaining professionalism, customer satisfaction, and uninterrupted business operations.

How important is proactive customer service to your clients? 

Customer service is pivotal at Despatch Cloud, underpinning our success. Exceptional service fosters loyalty, driving repeat business and reducing employee turnover. Satisfied employees create a positive work environment, positively impacting customer interactions and our brand's image. Satisfied customers become advocates, leading to organic growth and trust in our business. Prioritising customer service also promotes teamwork and efficiency, boosting staff morale. Ultimately, exceptional service sets us apart from the competition, winning and retaining customers while enhancing our brand's reputation. At Despatch Cloud, we deeply value our customers, recognizing their trust and loyalty as essential to our thriving business.

Where do you see Despatch Cloud in 3 to 5 years?

As we look to the future, Despatch Cloud is on the edge of introducing cutting-edge products. Our rapidly growing team of seasoned professionals is primed to challenge the established order and revolutionise the post-purchase eCommerce sector. In addition to our domestic endeavours, our strategic alliances with international partners have positioned us to make significant inroads into the European, Middle Eastern, and U.S. markets. The start of 2024 will also see us launch a new product that has been developing for the last two years. We’re extremely excited to show the market our latest innovation, and strongly believe it will put us at the forefront of leading technologies within the eCommerce space.

How do you see your partnership with Whistl evolving? 

We envision our partnership with Whistl evolving as a robust and mutually beneficial collaboration. Whistl serves as a significant carrier reseller and is amongst our largest partners, making it a key player in our network. As we continue to work closely with Whistl, we aim to expand and strengthen our partnership, capitalising on their extensive reach and capabilities in the delivery industry.