Case Study Muddy Puddles
Actiph Water, Europe’s first alkaline ionised water brand, partnered with Whistl to transform its direct-to-consumer fulfilment and customer service operations. Seeking to reduce damages, improve delivery performance, and create greater internal efficiencies so teams can focus on growth, Actiph turned to Whistl’s expertise in carrier management, packaging optimisation, and outsourced customer support. This case study explores how the collaboration has delivered smoother operations, lower costs and a stronger customer experience for the fast-growing drinks brand.
Actiph Fulfilment Objective:
In 2023, Actiph sought a new fulfilment supplier to enhance delivery service, minimise damage, expand the business, and provide a cost-effective carrier management system.
Whistl's Fulfilment Solution:
- Whistl quickly onboarded Actiph Water and collaborated with a leading packaging supplier to redesign its packaging. This involved creating a new box solution to reduce damage, incorporating fresh branding, adding a fragile label and a 'this way up' label. Whistl suggested pre-packing or reworking fragile items in advance to ensure consistency with the packaging and to speed up dispatch.
- By utilising the Whistl Carrier Management system, Actiph was able to benefit from shipping specific orders through a single carrier and larger orders via a multi-shipment strategy, thereby reducing costs.
- Whistl also took on the customer service work, allowing the team to focus on their marketing and sales strategy.
Whistl Fulfilment Solution Delivered Improvement for Actiph Water
- The number of damaged orders upon arrival has decreased thanks to the implementation of new packaging and a pre-pack solution.
- With Whistl's customer service team handling tickets, Actiph was able to concentrate on expanding the brand and introducing new products.
- Additionally, Whistl offered product bundling, which expanded the overall product range.
The Future of Actiph Water:
Actiph anticipates substantial growth in the coming years, prompting Whistl to relocate stock to a larger facility to accommodate the increased volume. This move has allowed Actiph to lower transportation costs by shipping inventory in larger quantities. Whistl has also secured new carrier rates, resulting in additional savings and an estimated 18% reduction in overall costs.
Actiph Water's Testimonials on Whistl Fulfilment
Innovation, boosting customer satisfaction and growth
As a business we’ve faced many challenges in scaling our fulfilment operations over the past few years. From day one, Whistl has bought an innovative approach that has significantly boosted customer satisfaction and driven substantial growth in our direct-to-consumer channel.
Andrew Harrison - Head Of Operations Actiph Water
Packaging and cost-effective delivery
Whistl quickly implemented a unique carrier management system, providing our customers with more cost-effective delivery options. They also revamped our packaging to reduce damages, and overall enhance the customer experience.
Andrew Harrison - Head Of Operations Actiph Water
Brand heroes and customer experience
Additionally, we leveraged Whistl’s customer service team to handle customer enquiries. Their quick adaptation to our brand and ability to provide prompt, concise responses have made them feel like an extension of the Actiph Team. Their dedication to quality customer service has been invaluable.
Andrew Harrison - Head Of Operations Actiph Water
Reliability and improved delivery times
By entrusting our fulfilment and customer service to Whistl, we’ve achieved quicker delivery times, faster response rates, and most importantly, increased customer satisfaction. Whistl’s reliable support has allowed us to focus on expanding other areas of our business.
Andrew Harrison - Head Of Operations Actiph Water
Fulfilment that fits
Discover how Whistl’s flexible fulfilment solutions can scale with your growth.
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