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Order Fulfilment (Pick & Pack)

Who uses our order fulfillment services?

From leading tourist boards, charities, and publishers to start-up internet businesses we can provide the order fulfillment solution. Most orders we process are online orders but we also handle 1000's of phone calls, emails, and mail order requests each month.

Charities
A leading UK charity uses our Contact Centre and order fulfilment services for their major annual campaign where we fulfil hundreds of thousands of items during a two month period, as well as handling ongoing work year round.

Fashion brands
The UK's most famous up and coming fashion brand uses us to fulfil their ecommerce orders, this has grown from 1000 orders a month to over 1000 order per day during peak times.

Tourist boards
One of the UK's busiest tourist boards uses our order fulfilment centre to pick and pack literature requests, we manage over 1000 SKUs, and mail worldwide.

Leisure companies
This has to be one of the UK's most recognised brands and we pick and pack their daily brochure requests. Order volumes range from 100 to 5000 per day.

Small internet businesses
As well as our large order fulfilment clients many small ecommerce business's have benefited from outsourcing order fulfilment to BTB Mailflight, typically fulfilling 500+ orders per month.

Companies looking to expand into France and beyond
As part of the La Poste Group (France's national postal operator) we are best positioned to offer advice for companies looking to sell their products in France. We can provide fulfilment and distributions services to France and consultancy on the French distance selling market. Find out more >>

American businesses looking to take advantage of the UK and European markets.
As well as order fulfilment and marketing services we can provide consultancy and advice on issues around taxes, import duties, etc. Find out more >>

Accurate & Efficient Pick 'n' Pack

An order that is packed incorrectly can lose you a customer, so it is so important that your mail order fulfilment house has very low error rates and a robust issue resolution procedure.

At BTB Mailflight, we take great care in choosing qualified staff for our pick and pack operation as each individual is first trained, then monitored for both accuracy and efficiency.

Our pick and pack processes at our order fulfilment centre are covered by our ISO90001:2008 quality system so procedures are in place to ensure accurate picking and packing, and audit trails are available.

A robust warehouse management system serves as the backbone for our pick and pack operation. Our WMS offers the flexibility of multiple pick options and intelligent picking routes that enhance efficiency and capacity of our order fulfilment centre.

Flexibility becomes extremely important when you are picking and packing a wide variety of product types that come in all shapes and sizes, and with SKU counts ranging from 1 to 5000 or more! Stock can be called off for single orders, small consignments, or bulk shipments, and we have storage options to handle a variety of stock sizes.

As order pickers use the system to pull appropriate items and quantities the packing department serves as the second QC check as every order receives 100% Quality Control verification.

Postage & Courier Cost Savings

Order distribution is typically the highest cost involved in fulfilling an order, and our UK and international postal and courier rates are hard to beat.

BTB Mailflight is part of Europe's second largest postal operator, so once we have picked and packed an order we are able to offer a wide range of UK and international postal and courier services to get it to your customer, whether that's a consumer or business address, in the UK or overseas.

We are able to offer a range of postal services and packet and parcel services from our order fulfilment centre including signed-for and trackable options.

Our mail order distribution prices are often what makes our overall mail order fulfilment solution the most cost effective, as postage is typically one of the most costly parts of running a mail order business.

Samples of our cost savings that our order fulfilment services can offer include:

A 2 day postal service that can be up to 10% cheaper than Royal Mail's 2nd Class Post!
A 2 to 3 day tracked parcel service from £2.37!*
International packet services that can be 50% cheaper than Royal Mail!

More about our mail order postal and courier distribution services >>

What We Handle: Product & Literature Fulfilment

From brochures, catalogues, and welcome packs to medical equipment, clothing, and toys we can handle your order fulfilment.

We provide product fulfilment and literature fulfilment services from our order fulfilment centre. Both require slightly different storage set up and pick and pack procedures, and typically the postal services required differ too. We appreciate these differences and have fulfilment options and pricing packages to suit.

Examples of items we store and pick and pack

Medical equipment, clothing, toys...
Merchandise, food supplements, information packs...
Consumer electronics, welcome packs, brochures...
Baby products, instruction manuals, DVDs...
Directories, CDs, guides...
Perfume, cosmetics, university prospectus...
Homeware, reports, toiletries...
Books, gardenware...
Point of sale material...
Product samples...

Our order fulfilment centre handles literature and product fulfilment services for charities, ecommerce businesses, publishers, travel companies, corporates, leisure businesses, universities, associations and more.

Getting Set up is Easy

Whether you are a seasoned distance selling professional from a large corporate or a young ecommerce businesses outsouring your order fulfilment for the first time we will make sure getting set up with us is as easy as possible.

We moved from our smaller order fulfilment centre to our current 63,000 sq ft order fulfilment centre in April 2008 and due to the popularity of our order fulfilment solution it is already 70% full. However the adjoining units are empty so there is significant potential for expansion, and we are welcoming new clients every month.

Once you have agreed to our pricing proposal and signed Terms and Conditions you will be introduced to our Implementation Manager who will document the implementation process including the Systems Brief, Operational Brief, and Service Level Agreement (SLA), and manage the process of implementing your account into our order fulfilment centre.

We take a partnership approach to implementing new accounts, we would work very closely with you, your third parties (wholesalers, website developers etc), and your existing supplier where appropriate.
We will work to achievable milestones to ensure your expectations are met.
We will set up the IT system (stock database, reporting module etc), and website/system integration where appropriate.
We will set up all pick sheet and letter templates ensuring proofs are signed off.
We will take in your stock and set up efficient storage and picking areas.
We will ensure all appropriate staff receive relevant training before we go live.
We will thoroughly test our systems and procedures before we go live.

Online Reports & Order Tracking

Outsourcing your order fulfilment to BTB Mailflight does not mean you lose control, we are very transparent and provide the online reports you want.

We utilise Microsoft's SQL Server Reporting Services for providing and maintaining flexible reports for our order fulfilment clients. These reports can be made available online so you can login securely and view important information such as:

Stock reports
Fulfilment reports
Goods received reports
Consumables used reports
Tracking numbers for courier deliveries
Returns reports

We can also provide your customers/your website with tracking information and stock information via an XML data feed, so outsourcing your order fulfilment to BTB Mailflight doesn’t mean you lose this functionality.

Service Level Agreements and Account Management

Wee want to develop long term relationships with our internet fulfilment clients. We don’t see ourselves as simply another ecommerce fulfilment supplier, we are a true partner. Our aim is to provide unrivalled client service and real value for money.

Account management structure
With over thirty-nine years experience we have developed a culture of continuous improvement and proactivity, and our client services procedures are compliant with the ISO9001:2008 quality standard and the DMA’s best practise guidelines.

Each one of our clients is assigned an Account Executive who is responsible for the day-to-day delivery of BTB Mailflight’s services, and they are a client’s main contact. Account Executives work within a small team, and each team is supported by a Team Leader.

A Business Development Manager will also be allocated to the account, they handle more strategic issues such as pricing, implementation, recommending additional services a client may benefit from, and reviewing our performance against the Service Level Agreement.

You will be given the direct telephone numbers and email addresses of your account management team, and we do not have voicemail so your call will get answered.

Having documented procedures and a team-working support structure ensures a consistent standard of service

Service level agreements and review meetings
We work in partnership with internet fulfilment clients and set service levels, these are key to measuring performance, and achievement against these will be discussed at regular account review meetings

Implementation
We take a partnership approach when implementing ecommerce fulfilment clients. We work closely with you, your web development agency, and previous ecommerce fulfilment suppliers (where appropriate) to ensure that work is implemented smoothly.

Business continuity planning
We are conscious of the effect of a disaster on our internet fulfilment customers, which is why we have documented our plans, and invested in Business Continuity resources both internal and external, ready for situations that we sincerely hope will never arise

Investors in people
BTB Mailflight’s commitment to the training and development of its 190 employees was rewarded in May 2003 when we first achieved the prestigious Investors in People status.

Our Order Fulfilment & Database Management System

Sending us your order data

We have developed our ecommerce fulfilment systems so that whether you want to simply provide us with a data feed, or send us a data file, or you want to integrate your website with our system in real time we can work with you.

Stock management

The ecommerce fulfilment system is fundamental to accurate stock management and picking and packing, and we have developed our ecommerce fulfilment system so that it includes a complete audit trial, so on the rare occasions there is a picking error the source of the problem can be identified, which is key to resolving customers issues, and ensuring the same mistake doesn't happen again.

Reports

The ecommerce fulfilment system provides all the reporting a client could need including stock reports, order fulfilment reports, despatch reports and consumables reports. This information is at the fingertips of our Account Executives so they can answer your queries quickly. The order fulfilment system reports can also be made available online so that you can access your own information.

The software

The ecommerce fulfilment system development software used is ColdFusion from Adobe which allows us to develop robust, flexible, scalable, and user friendly ecommerce fulfilment systems that are supported by one of the world’s software giants.

We use the SQL Server 2008 relational database with SQL Server Integrated Services for automating Order Acquisition from 3rd Party clients or directly from their websites, and SQL Server Reporting Services for providing and maintaining flexible reports for clients and in-house usage.

We can develop simple ecommerce fulfilment systems, or sophisticated bespoke systems that provide cutting edge capabilities, it depends what you need.

Let Us Source Your Packaging and Save Money

We have a Procurement Executive who scours the market for packaging materials and has set up trade accounts with materials suppliers across the UK. We source materials for dozens of internet fulfilment clients which gives us excellent buying power. This includes:

boxes
cartons
paper
envelopes
jiffy bags
polybags
loosefill
bubblewrap

We buy plain materials and branded materials for our internet fulfilment clients, see if we can find the same products as you at better prices!

Security and Insurance

Our internet fulfilment centre is fully insured and we are required by our insurers to maintain a strict security policy. To do this we have taken a number of measures:

Security cameras are installed throughout the internet fulfillment centre.
All external doors are alarmed and there are only two entrances/exits into the internet fulfilment centre.
The internal doors between the back and front of the warehouse are permanently closed.
Temporary workers are given different coloured jerkins for easy identification and are required to keep to the packing areas only and not to work in the picking aisles.
We utilise log-in security doors with the ability to audit user activity.
Staff working at our internet order fulfilment centre are briefed on our security policy and must sign up to it.

Solutions

Services

Who uses our order fulfillment services?

From leading tourist boards, charities, and publishers to start-up internet businesses we can provide the order fulfillment solution. Most orders we process are online orders but we also handle 1000's of phone calls, emails, and mail order requests each month.

An order that is packed incorrectly can lose you a customer, so it is so important that your mail order fulfilment house has very low error rates and a robust issue resolution procedure.

Order distribution is typically the highest cost involved in fulfilling an order, and our UK and international postal and courier rates are hard to beat.

From brochures, catalogues, and welcome packs to medical equipment, clothing, and toys we can handle your order fulfilment.

Whether you are a seasoned distance selling professional from a large corporate or a young ecommerce businesses outsouring your order fulfilment for the first time we will make sure getting set up with us is as easy as possible.

Outsourcing your order fulfilment to BTB Mailflight does not mean you lose control, we are very transparent and provide the online reports you want.

Service Level Agreements and Account Management

Our Order Fulfilment & Database Management System

Let Us Source Your Packaging and Save Money

Security and Insurance

Solutions

Services

Company Profile

Contact