Parcelforce Worldwide is the UK’s leading parcel carrier company, handling over 150 million deliveries every year. The company was faced with growing competitive pressure to improve customer service levels together with strong parent group demands to cut costs and achieve profitability. At the same time, marketing was not delivering desired performance levels to bring in new or retain existing customers.

What we did

First, we worked with the Marketing team to undertake a programme of marketing measurement, transformation and customer retention projects. Our emphasis was on addressing customer retention issues through the development of new customer-focused and marketing learning capabilities. We also devised a completely new set of marketing KPIs.

In addition to our work with marketing, we also developed an approach to help Parcelforce identify the critical barriers that were preventing it from realising the full potential of its customer-facing operations. Overall, our approach aligned with the company wider objective of creating and delivering a consistently superior customer experience.

The results

Our programme had immediate positive impact. The customer retention strategy we created and helped implement generated a significant uplift in revenue of over £1.2 million in the first quarter of operation alone. Our review of Customer Service resource options was described as a “superb analysis” by senior management and guided the company to make appropriate investments in new capabilities and resources to boost the customer experience. At the end of its last financial year, the company achieved the parent group target of profitability – for the first time ever.