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Logistics for New Year’s resolutions

In the Benelux, WW (formerly known as Weight Watchers) relies on DSV for order fulfilment and logistics—and for over 10,000 customer contacts each month. DSV’s multichannel fulfilment services ensure that WW is ready for the peak season for healthier eating, which starts in the new year.
We see a strong peak after Christmas, when everyone is making their new year’s resolutions, and that’s also when we introduce our new products. DSV… is noticeably better at coping with peaks than our previous logistics partner. They don’t just react to what we present them with, but they also look ahead and take a problem-solving approach.

Maarten Basten, Supply Chain Manager for WW Benelux

 WW had originally been looking for a logistics partner that could also handle its customer service. They chose DSV because of its strategic location in the Netherlands, as well as its very low staff turnover rate. Before long, WW realised that there would be advantages in having DSV also handle order fulfilment, and that it would make customer service more efficient by being at the same location.

Faster and more accurate delivery

WW is most pleased about delivery times, which used to be three to four days with their former service provider. Now, WW’s customers can place orders right up until 22:00 and get delivery the next day. What’s more, error and return rates have been reduced significantly.

DSV’s automatic weighing system is one way of reducing errors: as the weight of each item for sale is known, outgoing packages that weigh more or less than expected are flagged for double-checking.

A “normal” month has around 10,000 customer contacts by e-mail, messaging and phone. This number increases drastically in January and February, the peak period for orders, but can still be handled with ease.

About WW

WW’s webshop sells everything consumers need to lead a healthy lifestyle, such as cookbooks, pedometers and a wide range of healthy food products.

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