Improved customer experience for Injured Jockeys Fund

November 2018


 

The Injured Jockeys Fund supports jockeys, past or present, who are injured, unable to ride, or generally in need. Since it was funded in 1964, the charity has helped over 1000 jockeys and their families.

 

Whistl provides quicker despatch times and improves the customer service experience for Injured Jockey Fund

Whistl provide the Injured Jockeys Fund (IJF) a suite of Fulfilment services:

Systems

The charity has a range of unique racing gifts including clothes, stationery and other items available to through their website. The online portal is hosted by Whistl.

Inventory Management

With online orders expanding more storage space was required so the IJF goods were moved to Whistl’s Rushden site.

Pick & Pack

The average SLA achieved for pick and pack increased to 100% in 2017 (67% in 2016) as a result of improved systems.

Despatch

With 100% of orders being despatched within set SLAs, IJF benefited from a number of savings including:

  • 34% saving in pallet storage costs
  • 77% saving in replenishment costs

Returns

We recognise the importance of offering a flexible returns solution for the IJF customers which is simple, friendly and efficient.

Contact centre

The Whistl team received additional training to gain a better understanding the work carried out by the charity. The Team dealt with calls with a higher level of empathy and were able to offer an appropriate level of support. In addition, improved sales forecasting meant that the right level of staff were available to meet demands in the call centre and the warehouse. This resulted overall in improvements with fewer customer complaints and improved call centre statistics:

  • 95% of calls answered within 20 secs (vs. 73% in previous year)
  • 0.17% of calls abandoned (vs. 0.42% in previous year).

At Injured Jockeys Fund, it’s not just about delivering products, it’s recognising the needs of our supporters and that is something Whistl have been able to provide. The additional training helped the Whistl team really understand what we do and as such they have become an extension of our team.

Paul Taplin, Trading and Marketing Manager

Injured Jockey Fund Case Study

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