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Fortnum & Mason outsources logistics to iForce

iForce, the UK's leading multi channel outsource logistics specialist, has commenced a prestigious three year contract to provide both store replenishment and an efufilment service for Fortnum & Mason.

For the first time in its 300 year history, world famous London department store Fortnum & Mason has outsourced its logistics; and chosen specialist multi-channel logistics company iForce as its partner. Providing an outsourced logistics operation to replenish the store's grocery products and hampers is just one aspect of the three year contract; the core service is the provision of efulfilment for products ordered on Fortnum & Mason's online retail web site, which has been newly redeveloped to celebrate the 300th anniversary.

This outbound efulfilment service operates from iForce's South West London site, from where iForce process, pick and pack customer orders for Fortnum & Mason's luxury grocery products such as conserves, chocolates and biscuits. iForce will also be providing fulfilment for gifts, including teas, wine and champagne. The high quality of Fortnum & Mason's goods is matched by the demanding packing requirements of the orders, which contribute to a superior customer experience.

iForce's daily replenishment service for the Piccadilly store, which has recently enjoyed a £24m refurbishment, also operates from the London site and will share a similar stock profile to the online sales of sweet grocery, tea, seasonal lines, of course, the famous Fortnum & Mason hampers.

A dedicated vehicle will deliver shelf ready products in tote boxes to Piccadilly in the evening for the store's night shift to unpack and replenish the shelves.

Commenting on the appointment of iForce, Ian Weston, Supply Chain Director at Fortnum & Mason said: “Previously Fortnum & Mason used the basement of the store for warehousing stock and packing orders and this is the first time in 300 years that we've outsourced our store merchandise logistics. We wanted to ensure we would maintain the high service levels our demanding customers expect. iForce were able to demonstrate an ability to scale their operations to meet our needs and its location was very attractive in terms of getting stock to Piccadilly. When it came to efulfilment, we were extremely impressed with iForce's track record with leading department stores. We expect our business to grow significantly with iForce as we further outsource other key areas of store replenishment from Piccadilly. Our success over the Christmas period is been helped significantly by the efficiencies bought to our fulfilment process by iForce”

Mark Hewitt, CEO of iForce comments: “We are proud to be providing an outsourced logistics service to such a famous store as Fortnum & Mason. Following a highly successful Christmas peak 2007 with famous retailers like John Lewis and House of Fraser among our client portfolio, iForce has a proven capability of fulfilling online orders for customers experiencing rapid growth and large seasonal peaks.”

iForce were able to provide a smooth transfer of operations, as Mark explains: “Our project management skills enabled a very successful and seamless implementation of outsourced efulfilment and replenishment operations from Fortnum & Mason's Piccadilly store to our London facility.”


iForce is one of the UK's leading e-fulfilment and returns logistics businesses, offering end-to-end solutions to their clients' business challenges. Founded in 1998, iForce has pioneered the development of traditional fulfilment skills, processes and technologies for the e-commerce world. iForce's other services include strategic planning & consultancy for e-retailers, e-analysis, stock management, customer service and logistics. iForce has approximately 400 staff and over 1.2 million square feet of warehouse space in seven UK locations serving the UK and Continental Europe. Clients today include: John Lewis Direct, House of Fraser, Boots.com and Great Little Trading Company for e-fulfilment, Tesco and House of Fraser for Reverse Logistics and Green King and Bentley for Direct Marketing.

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