Kathmandu

The Challenge

Kathmandu is an iconic outdoor clothing and accessories brand that was seeking a logistics partner to handle the distribution and customer service functions that underpin its growing UK business.
 

The Strategy

Although we have managed Kathmandu's UK supply chain since 2012, four years ago we were asked to develop and implement an in-house customer service hot desk to liaise with customer service teams in New Zealand and Australia, and handle enquiries from customers in the UK.
 

The Solution

The customer service hot desk that we implemented has delivered a personal touch to handle the needs of Kathmandu's customers in the UK; it was the first of its kind at Davies Turner and has been a complete success.
 

The Results

Over the eight years that Kathmandu has relied upon Davies Turner's supply chain solutions, it has benefitted from our expertise in distribution, provision of competitive rates and efficiencies in delivery.

In 2019, 11,199 orders were dispatched to over 10,000 customers from our logistics hub that is used to warehouse Kathmandu's stock.
The in-house customer service hot desk manages all of Kathmandu's UK customer service requirements, with a 94.3% satisfaction level,  and receipt of 49 personal compliments in 2019.