Twinkl, a global leader in educational resources, required Flow to adapt our third-party logistics (3PL) services to meet their operational needs, after being faced with soaring demand and an overwhelmed logistics system. Their mission to empower educators and learners worldwide was being held back by a growing mountain of logistical challenges, from uncertain delivery times and vague tracking updates to chaotic order information and costly returns. These missed expectations led to client dissatisfaction, threatening to overshadow Twinkl’s work, requiring us to optimise their order distributions.
Twinkl are a worldwide publisher of educational material. The company is globally recognised for their outstanding, teacher-created resources which are centered around the students’ growth. As the company experienced significant growth, the demand for their products skyrocketed.
This highlighted a crucial predicament; Twinkl required Flow to create a robust and adaptable logistics process to manage their eCommerce activity. From storage and management of stock, to order handling and distribution, each stage became crucial to upholding the high standards of customer service at the heart of the Twinkl brand.
As Twinkl expanded, the existing order handling operations from Flow encountered challenges often faced by rapidly growing e-commerce businesses. These include a large increase in data transfer and inaccurate delivery updates. The returns process also used inconsistent processing methods, which added to customer frustrations and operational bottlenecking.
The processing delays experienced by Twinkl and Flow were due to disorganised incoming order information, which often contained frequent errors. The process often used economical delivery options which provided limited tracking and greater uncertainty over the exact location and timescale for customer orders, leading to frustrations.
Twinkl required us to create a logistics solution that could handle their eCommerce orders as they were placed, with pinpoint precision. We needed to implement scanning technology to reduce errors, and effortlessly manage their extensive and varied product range, especially their specific educational materials like Rhino Readers.
At Flow, we have the knowledge and understanding of the 3PL industry to ensure Twinkl’s growth no longer exhausted the existing infrastructure. Instead, we needed to roll up our sleeves and strategically create a bespoke process to match their unique needs, rather than using an off-the-shelf approach.
Our team created a comprehensive, and custom-built, logistics solution for Twinkl. We didn't just throw technology at it, we strategically considered the stakeholders which would be involved (for example, educators and parents) in ordering and receiving Twinkl’s products, and the delivery timescales which would suit them.
We developed an easy-to-use client dashboard, which provides the Twinkl team up-to-the-minute information on stock levels, order statuses, and returns, so they could trust that their eCommerce was flowing smoothly. Our sales platform checks customer addresses against Royal Mail's database before the order is picked, which drastically reduces delivery mistakes by allowing time for corrections. The team also created and implemented a barcode-based scanning system, making the whole order picking process efficient and easy to use. Flow’s approach goes beyond the mechanics of picking, scanning, and packing. We pride ourselves on our flexible and open approach to 3PL, understanding that every client, especially one as dynamic as Twinkl, has unique requirements. By creating bespoke software, it enables us to group Twinkl's raw printed materials into neatly organised book sets, improving their customer’s experience by having an eCommerce platform that shows their products in logical groups.
Our innovative process streamlined operations and significantly increased how much Twinkl’s customers spent per order, increasing their average transaction value (ATV). This unique approach was our answer to the problem of collating raw products and managing multiple lines of products. We also work directly with delivery companies, enabling live tracking to provide full transparency of the delivery timeline.
This comprehensive solution created by our team has truly enabled Twinkl to go with the Flow and focus on growing their business. Our partnership has successfully transformed their order handling operations and started a long-term collaboration.
Twinkl now benefits from fewer returns, improved communication, more accurate orders being dispatched, and a clear sense of responsibility for our operations. At Flow, we don't believe in a rigid, prescribed service, our strength lies in our ability to build bespoke solutions that suit our customers’ needs.
Commenting on the partnership with Twinkl, Richard Standing, our Managing Director said: “This example highlights Flow’s ability to adapt rapidly and develop bespoke fulfilment solutions that address our client’s complex operational issues. By listening intently to a client’s concerns, innovating our processes using custom technologies, and refining internal workflows, we reaffirmed our role as a trusted and truly flexible fulfilment partner in the educational publishing sector. We look forward to continuing our partnership with Twinkl to provide their 3PL solutions, helping them continue providing support to global educators.”
We’re committed to delivering better for our clients, so they can go with the Flow and focus on growing their businesses. If you’re looking for a flexible, strategic and bespoke approach to your business’ eCommerce fulfilment, contact our team today for a free consultation about how Flow 3PL can support you.
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