Autumn 2009

House of Fraser has appointed DHL Supply Chain to handle its multi-channel fulfilment for the next three years. The retailer already used DHL for conventional distribution to its 63 UK and Irish stores. The full value of the contract over the term is put at £33.7 million.

Under the new arrangement, DHL is handling e-commerce fulfilment plus fulfilment of orders placed through Hour of Fraser's recently-launched wedding list service. The service is said to be achieving an impressive 99.8 per cent first-time delivery success rate.

According to House of Fraser's supply chain director, Mark Holland: 'DHL's existing knowledge and understanding of our business enabled them to deliver a strong multi-channel solution to a demanding deadline with no disruption to this key part of our business.'

The two companies say they worked together to create the e-commerce solution. The integrated solution optimised existing warehouse and labour resources at the retailer's 16,723 sq m national distribution centre in Milton Keynes, cutting an average of three days out of the supply chain. Underpinning it is software from Manhattan Associates.

 

The multi-channel operation was set up within a three-month deadline, and involved the transfer and integration of the online business from a previous supplier.