Clipper and John Lewis embark on customer service collaboration

Clipper Logistics plc, a provider of value-added logistics solutions and e-fulfilment to the blue-chip retailers, has embarked on a new venture with John Lewis to develop fulfilment solutions for Click & Collect orders.

The Leeds-based company, which entered a ten-year partnership with John Lewis back in March, is going to help the up-market retail chain safeguard customers’ online orders, which are then collected from store or other collection points (Click & Collect).

This is because the shopping habits of British consumers are undergoing rapid change, and as the use of the Click & Collect service increases, there is an increasing need for retailers to deliver innovative solutions that protect customer service whilst supporting forecast growth.

With this new venture, John Lewis will now be able 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.

From autumn 2015, Clipper will complete more than 40,000 customer orders every week to over 100 Waitrose shops.

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.”

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