The shopping habits of British consumers are undergoing rapid change, with an increasing proportion of online orders being fulfilled by customers collecting from store or other collection points (Click & Collect). As a result there is an increasing need for retailers to deliver innovative solutions that safeguard customer service whilst supporting forecast growth.
The new collaboration will enable John Lewis to take greater responsibility for ensuring that it continues to be well placed to fulfil the service commitment it makes to its customers, and will complement existing delivery services provided by the John Lewis green van fleet and other existing service providers.
Initially, from autumn 2015, Clipper will fulfil more than 40,000 customer orders every week to over 100 Waitrose shops. Future evolution of the collaboration beyond the initial phase will be determined between Clipper and John Lewis taking account of constantly evolving customer expectations.
Dino Rocos, operations director at John Lewis, commented: “Our customers are at the heart of everything we do and as their shopping habits continue to evolve, our approach to delivery needs to be responsive to this. We have worked with Clipper Logistics for the last seventeen years; as a retail sector leader, they are ideally placed to help us respond to our growing demand for omnichannel order fulfilment.”
Steve Parkin, chairman of Clipper, added: “We are delighted to be working in collaboration with John Lewis to create a unique platform to support the rapidly growing Click & Collect customer proposition. Our expertise and experience in logistics solutions and fulfilment in an omnichannel age ensures we are well positioned to support John Lewis’s order fulfilment as demand continues to increase.”