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Pet & Animal Supplies


SureFlap achieves 96% customer satisfaction and 68% profit increase

Cat laying by Sureflap cat flap

SureFlap sells a range of micro-chipped pet doors and accessories B2B and B2C through its own eCommerce site. The company ships everything from small items in an envelope, to pallets of product to international destinations.

James and James’s IT system is intuitive, exceptionally easy to use and the data retrieval is incredibly fast.

Andy Bank,
Commercial Director

The Challenge

Make a smooth switch from another fulfilment provider to improve customer satisfaction levels and as a result, increase profitability.

What we created

We listened to the pains experienced by SureFlap with their previous provider and consulted with the team on the best approach moving forward to gain back some of the customer satisfaction they once had. ControlPort would be their bread and butter for accurately forecasting customer demand and production, while ViewPort would give the instant updates their customers desperately needed.

What we delivered

By providing live reporting, order status updates and tracking information, we’ve made a huge difference to the pet doors and accessories retailer. SureFlap now has 100% accurate and live inventory, allowing managers to be confident in their business decisions and planning.

With our support, SureFlap’s efficiency at answering customer service queries has improved. The team saves seven hours per week, which were originally spent chasing order status data.

SureFlap has also reported much less need to chase orders with James and James than it did with its previous fulfilment provider and a more efficient level of service which enables SureFlap customer service agents to answer client queries while they are on the phone. The control provided by the client portal has improved the customer experience and satisfaction as orders can be amended easily.

SureFlap now has accurate inventory, something it could not achieve with its previous provider. This has allowed for more effective production planning and accurate sales forecasting coupled with time saving and staff that are more confident in their decision making. SureFlap has decided to consolidate its European fulfilment with James and James from a German provider due to the efficiency of the service.

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