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iForce is a box of delights for Harvey Nichols

Leading fulfilment company iForce has enormous expertise and experience in hamper fulfilment. Among its clients is fashionable high street department store Harvey Nichols.

Hampers are as much a part of Christmas as tinsel and lights and, as with most areas of retail, online ordering of hampers is booming.

iForce was selected by Harvey Nichols to provide a fulfilment and call centre operation for its Christmas Hampers and Food and Wine Gifts operation in the summer of 2004. It has been a tremendous success with Harvey Nichols seeing this business grow by 25% last year and the retailer is hoping to repeat or exceed this in 2006.

“We chose iForce because of its proven track record in providing these services to other on-line retailers,” says Rob Jones, Business Systems Manager of Harvey Nichols.

iForce provides a comprehensive fulfilment service for Harvey Nichols’ Christmas hampers, wine boxes and gift boxes, which range from £22 to £1500. Harvey Nichols selects a range of luxurious food and wine from around the world to provide inspiring gifts. They are supplied in bulk to iForce’s fulfilment centre in East Molesey, Surrey by a specialist packing company. iForce employs its expertise to break down the bulk deliveries and, using its in-house designed SMaRT™ order fulfilment system, ensures they are sent successfully to customers.

“Our service is always efficient regardless of spend, be it an order for a single £35 Champagne and Truffles Gift to an individual customer or the most expensive hamper at £1500 for a corporate client,” says Gaynor Ryan, Account Manager at iForce. “We not only offer a call centre service but can also provide a light sales pitch to our clients’ hamper customers, many of whom will have ordered through us previously; we have excellent data from the orders we fulfilled last year.”

Hamper orders are placed through Harvey Nichol’s bespoke system, the financial transaction takes place and an email confirmation of the order is produced. All of this information comes through to iForce’s SMaRT™ system. iForce then prints a gift card, which is attached to the hamper before being it is sent for despatch. A full track and trace service is offered. iForce expertise in this area also allows it to add value for Harvey Nichols by providing a named day delivery service.

“iForce provides a comprehensive service for pre-sales, sales and after sales of hampers with a team of dedicated people,” says Gaynor. “Customers phoning up the call centres find they can often speak to the same people whom they ordered from last year.”

High service levels are an essential requirement for Harvey Nichol’s Rob Jones.
“The key benefit of iForce’s service is its efficient account management team, friendly and professional Call Centre staff, and ability to route parcels via the most appropriate and price beneficial carrier,” he says.

“iForce has always provided a very efficient delivery service and manages our carriers extremely effectively to generate the most revenue and best customer service possible. Harvey Nichols is happy to recommend iForce to any other company wishing to fulfil orders on-line.”


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