How we simplified eTwist's parcel sorting and international delivery process

colleagues sorting through mail

eTwist are one of the UK’s leading eBay stores selling the world’s biggest consumer brands at competitive prices. They approached Spring GDS in 2014 to transform how they dispatch goods to international customers.

Here’s what eTwist’s Managing Director Oliver Margason had to say about working with Spring GDS as an international shipping partner.

We had been unhappy with the quality of service and level of customer care from our existing delivery partner, and needed a postal partner that would do more for the business.

We were having to first sort the goods we were shipping internationally into countries ourselves before handing them over to our delivery partner. This was the only way they could be shipped and the only way that we were able to get hold of full discounts on those shipments. It was crazy. This was really slowing down our operations; it was massively time consuming for our employees, and most importantly, unnecessarily delaying the goods getting to our loyal customers.

A new and improved method was needed fast if we were to continue to meet shoppers’ demands for our branded goods.

Man in red T shirt

''With Spring GDS we have a partner that meets our immediate needs and provides us with opportunities for the future''

Spring GDS responded by taking the pressure off our employees. They simplified the processing of orders by reducing the need for international sortation. All we had to do was supply the details of the countries on electronic manifests, the goods themselves could be handed over unsorted to.

Spring GDS took over the sorting and dispatching of around 20,000 parcels and packets per annum. Using its Forward Logistics software they streamlined and sped along the processing of customer orders by setting up for eTwist API for labelling, electronic manifests for track and trace, and online reporting for greater transparency on the delivery process door-to-door.

By selecting better routes through Spring GDS, we have saved up to £15,000 per annum on shipping costs. On some of those routes there have been savings between 10-30% compared to the routes used by our previous delivery partner.

Spring GDS has significantly improved our bottom line putting us in a stronger position for sustained growth and success. They also established benchmarking, key performance indicators and best practice procedures to support future growth for our business. We have also welcomed working with a far more friendlier and involved partner for deliveries. Spring GDS initially spent a lot of time discussing our requirements and that’s not changed. They are always on hand to help and advise. Their experience and knowledge of international customers’ needs has been particularly valuable to us.

With Spring GDS’s help eTwist has been kept up to date on matters affecting our business, including return rates from Germany, and regulatory issues affecting packet volumes entering USA and Australia. They even advised us on the advantages of using different domains for increasing international business.

This has been a very positive experience for us. Spring GDS offered the right combination of technology, international parcel expertise and understanding of the e-commerce market we operate in. With Spring GDS we have a partner that meets our immediate needs and provides us with opportunities for the future.