Published by Sue Johns-Chapman
Published Date 20.09.2024 
About THG Fulfil
THG Fulfil is the global fulfilment and courier management arm of THG Ingenuity, offering services to retailers and brand owners looking to cost-effectively accelerate their digital growth ambitions.
About THG Fulfil’s work
At THG Fulfil, our primary objective is to ensure operational excellence for both our customers and their end consumers by unlocking market-leading fulfilment capabilities designed to drive customer retention and customer acquisition. Our goal is to make the benefits of order-fulfilment automation easily accessible to ecommerce brands and retailers across a broad range of categories.
The achievements, goals and innovations we’ve accomplished in the past 20 years are testament to that objective.
For starters, we installed a pay-per-pick model embedded alongside our own proprietary warehouse management system, courier and optimisation software. This enabled us to offer flexibility for our clients, with lower entry price points to help retailers meet the growing need for more efficient warehouse operations and faster customer delivery.
We also embraced automation, with 368 robots running in one of our UK warehouses, with the capability to pick up to 750,000 units per day, with a plan to increase this to one million orders per day.
We’ve also introduced industry-leading innovations into our delivery service. In the UK, we have reduced standard delivery timeframe from order to delivery by 0.6 days between 2022 and 2023. Our average standard delivery is now 1.45 days, compared to the 3-5 days most other UK retailers offer. In the US, standard delivery timeframe on the East and West Coast is 1.6 days.
As we continued our obsession with improving the customer experience, in 2023, we started upgrading UK customers who opted for a standard delivery option, to a next day service, free of charge.
Once implemented, we were successfully upgrading nearly every new customer, every day, 7 days a week. This resulted in positive customer feedback and an average 4.5/5 Trustpilot score in 2023. The success of this initiative led us to roll it out across the US too.
4.1 million orders were upgraded to next-day services in 2023, driving improved retention and accelerated repeat spend within 90 days. This cements our belief that operational services drive cash back into the business.
We have also improved the value we generate for our customers by leveraging real-time data and analytics, to identify that 27% of UK consumers shop online between the hours of 22:00 and midnight.
As a result, we extended the cut-off for next-day delivery orders to 01:00am. This is typically unheard of in the industry – especially compared to Amazon’s 11pm cut-off and Next’s 11pm cut-off – allowing consumers to shop later for their online purchases.
These efforts have significantly impacted not only on client satisfaction, but also end-customer satisfaction, driving an increase of c. 4% in average customer retention rates.
Tom Killeen, Chief Operating Officer of THG Fulfil, said of the announcement:
“Here at THG Fulfil, dedication to delivering exceptional customer experiences is at the heart of everything we do. This shortlist is testament to that dedication and the results we deliver for our customers, and I’m so pleased to see the hard work of our team recognised in this way.”
Congratulations to everyone at THG Fulfil who have worked so hard over the past few years, and best of luck to all the nominees.
To learn more about THG Fulfil, visit our website and follow us on LinkedIn for all the latest news and announcements.
