Founded in 1997, Mountain Warehouse has established itself as the UK’s leading outdoor clothing company. It has stores worldwide and a growing customer base of over 5 million. The company continues to go from strength to strength. After record summer sales figures and launching its largest UK store, the company aims to open 50 more in 2024.

As Mountain Warehouse continues to scale its business and attract new customers, the challenge lies in maintaining the consumer delivery experience that its customers have come to expect.

Therefore, it required a partner who would enable it to further enhance its shipping infrastructure as it expands operations in several new markets, including North America, where it can continue to deliver great ecommerce experiences.

Solution

Mountain Warehouse has a long-standing relationship with Metapack, where it has already utilised Delivery Manager to simplify last-mile carrier integrations, automate parcel allocation, and streamline operations to reduce barriers and increase shipping efficiency.

To support its plans to expand into new markets, it needed a solution that would ensure it could provide a strong customer ecommerce experience, from checkout to delivery.

Mountain Warehouse selected Metapack’s Delivery Options solution, which uses real-time data from its shipping operations to provide its customers with accurate, convenient shipping options and exact delivery times. The solution also allows Mountain Warehouse to offer its customers more out-of-home delivery options, reducing the cost to serve.

Mountain Warehouse also understood that to provide customers with the same delivery experience worldwide; it needed insight into carrier performance to make data-based decisions regarding carrier and service selection. It selected Metapack Intelligence to gain deeper insight into carrier performance, improve delivery success, and help keep its customer delivery promise wherever it delivers.

“Now more than ever, we’re able to provide our customers with a greater choice of different delivery options and services that best suit their needs now and in the future.”

Lisa Leadbetter, Global Carrier Manager at Mountain Warehouse

Results

By expanding its delivery options, increasing carrier flexibility, allocating parcels to the correct carrier service, and accessing detailed insights around performance, Mountain Warehouse has seen a 15-30% reduction in transportation costs.

The increase in customer choice in line with regional demand also provided a 20% uplift in customer conversion, and the lack of barriers to onboarding carrier services significantly improved Mountain Warehouse’s ability to enter new international markets.

Since implementing Metapack Intelligence, Mountain Warehouse has seen over 70% reduction in contact-to-order (CTO) by utilising carrier performance data from Metapack.

By placing data at the fingertips of the logistics team, the business has improved the efficiency of its transport planning and upheld contractual agreements with the ability to challenge KPIs around despatch. Mountain Warehouse has also improved customer retention by leveraging pre-built reports to proactively address delivery issues, enabling accurate communication or preventative measures.

Finally, it has managed service levels by country to identify regional issues.

This has resulted in a reduction in costs associated with goodwill vouchers and delivery-related inquiries.