News & Events CharityeCommerce

New Goods Inwards Opening Hours Effective July 1st

We have some important news to share regarding our Goods Inwards opening hours, which will be changing effective July 1st. This update is designed specifically for our clients based in York and aims to enhance our overall efficiency and delivery processing. 

New Operating Hours

Starting July the 1st, the Goods Inwards department will operate under the following new hours:

Monday to Friday 

  • Deliveries of three pallets or less and any parcels/packages etc sent via the courier networks between the hours of 6am and 4pm. 
  • Larger deliveries containing four pallets or more, containers, 40ft trailers etc. We kindly ask them to be booked between the hours of 6am and 12 noon. 

Please read Goods Inwards Procedure Policy. 

Why This Change?

The primary goal of this change is to ensure that we process deliveries in a timely manner, ultimately improving our service to you. Here are some of the key benefits of the new schedule:

  • Extended Processing Time: We will now have additional time until 3pm to process goods received by 12pm.
  • Improved On-Time Delivery Performance: With more efficient processing, we expect to enhance our on-time delivery performance for the day’s shipments.

What This Means for You

These adjustments are tailored to better manage and process your deliveries, particularly in the evenings. We believe that this will help us serve you more effectively, ensuring that your goods are handled with the utmost care and punctuality.

Your support is valued

As we move to this new schedule, we kindly ask for your understanding and cooperation. If you have any questions or concerns, please contact us. Additionally, we encourage you to review our Goods Inwards Procedure Policy for further details. 

Thank you for your continued partnership. We look forward to serving you under these new and improved hours.

Best regards,

Dave Butterfield

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Insights CharityeCommerce

How to get the most from your digital print fulfilment partner

In the rapidly evolving world of digital print fulfilment, finding a reliable partner, such as Elovate, can be crucial to the success of your business.

A partnership that aligns with your company’s values, needs, and expectations can significantly enhance your operational efficiency, brand image, and customer satisfaction.

Here’s Elovate’s guide on what to look for in a digital print fulfilment partner, and how to get the most out of this valuable collaboration.

What does a digital print fulfilment partner do?

A digital print fulfilment partner is responsible for printing, storing, packaging and dispatching your company’s printed materials. This could include items such as brochures, flyers, catalogues, and other promotional merchandise. Outsourcing these tasks to a trusted supplier means you can focus on your core business activities, safe in the knowledge that your print materials are produced to a high quality and delivered on time.

It’s important to carefully choose a digital print fulfilment partner that will not just be a service provider but that sees themselves as an extension of your business – working with you to boost your growth and success.

Key factors to consider when choosing your partner
  • Experience and expertise: Look for a partner with a proven track record in service provision. A company with extensive experience is likely to have refined its processes and can offer valuable insights and solutions to common challenges.
  • Quality control: Ensure that your partner has robust quality control measures in place. This will guarantee that the final products meet your standards and reflect well on your brand.
  • Technical capabilities: Your partner should use the latest digital printing technology and automation to provide you with high-quality printing and efficient service.
  • Customisation and personalisation: Set against the backdrop of the growing demand for personalisation, your partner should offer services that cater to individual customer preferences.
  • Sustainability: Opt for a partner that provides environmentally friendly printing services and utilises sustainable shipping methods, reflecting your company’s commitment to environmental responsibility.
  • eCommerce Integration: Seamless integration with your eCommerce platform is essential for efficient order processing and fulfilment.

At Elovate, we’ve been providing digital print fulfilment services to our valued clients for over a decade, providing the very best in robust security and quality measures, the latest in technological advancements and a flexible and scalable infrastructure, all backed up by our excellent customer support.

For more information, click here

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Stock taking
Insights eCommerce

The essential role of stocktaking in warehouse management

In the world of Elovate warehouse management, stocktaking is not just a routine task, it’s a vital process that underpins the efficiency and effectiveness of our entire operation.

The process of stocktaking can take anywhere from a few hours to a week, depending on the size of your inventory. It’s important to get your stock take booked in with your account manager as far in advance as you can as it requires careful scheduling to ensure that the team can manage your inventory and count quickly and accurately with minimal downtime for your customers’ orders

Here’s some reasons why stocktaking is important – for us, and for you, our valued clients.

Inventory accuracy: At the heart of the stocktaking process is the goal of inventory accuracy – it’s about ensuring that what’s on the books reflects what’s physically present in the warehouse. This alignment is crucial for maintaining operational integrity as discrepancies – whether it’s overstocking or under-stocking – can lead to financial losses or missed sales opportunities.

Cost savings: Stocktaking is a financial safeguard for our clients. It prevents the unnecessary tie-up of capital in excess stock and avoids the pitfalls of over-ordering. By having a precise understanding of inventory levels, businesses can make informed procurement decisions, optimising inventory costs and enhancing profitability.

Meeting customer demand: A business that knows its stock can better serve its customers. Stocktaking ensures that we can meet your customer’s demands promptly, maintaining satisfaction and loyalty. It’s a proactive measure to prevent delays and disappointments, which can be costly to a business’ reputation.

Efficient procurement: With accurate stock data, businesses can streamline their procurement process. This efficiency not only saves time, but also ensures that the inflow of new products or materials is well-coordinated with the outflow of orders, maintaining a balanced inventory.

Control of old stock: Stocktaking helps in managing the lifecycle of stock. It ensures that older stock is moved through the system and cleared out, making way for fresh inventory. This control is vital for product quality and relevance in the market.

Implementing and checking barcoding: The implementation of barcoding systems has revolutionised stocktaking. It speeds up the process, reduces errors, and enhances data collection, contributing to better overall warehouse management.

With extensive knowledge and experience – alongside our significant resources, warehouse space and investment in technology – Elovate is perfectly placed to support your online business. Please click here to find out more about our eFulfilment solutions.

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Insights CharityeCommerce

A spotlight on Elovate’s Contact Centre

At Elovate, we pride ourselves on providing a wide range of quality services to charities and eCommerce clients operating within a variety of sectors.

Here, we talk to Carly McGrain, Elovate’s Head of Service Delivery, who gives an insight into the valuable work of our Contact Centre.

Can you describe the primary responsibilities and day-to-day activities of the Contact Centre? 

Our main current activities involve handling inbound calls and emails for a variety of charity and eCommerce clients.  We not only take calls from people that may want to give a donation or place an order, but we also deal with a wide range of customer service queries, returns and refunds, direct debits and subscriptions, product enquiries and general enquiries about the company or charity – these can be via calls or emails. 

Overall, the Contact Centre plays a crucial role in maintaining positive customer relationships, addressing inquiries and concerns, and contributing to the overall success of each charity or company by embodying their individual needs and values.  If someone phones a charity number, for example, it is our job to seamlessly portray that they are calling that charity directly and that goes for every single call, so our Contact Centre team has many hats to wear!

How many team members work in the Contact Centre?

The Contact Centre team is currently 24-strong and growing; managing calls and emails across various clients.  We have a mix of dedicated resources (i.e., a charity may have a dedicated Elovate team that works solely for that charity) and our general team that looks after around multiple clients.

How does the work of the Contact Centre align with the overall values of the company?

Following our rebrand last year, the Contact Centre team has been integral in embedding our company values into everything we do.  There is a real desire to make every interaction the best it can be, and the team is vital in making this happen:

  • Team Player:  The Contact Centre aims for a culture of collaboration and teamwork among the team. Agents work together to address customer inquiries, issues, and feedback effectively. Cross-functional communication and cooperation are always encouraged, ensuring that information flows smoothly between different departments to provide comprehensive support to customers and supporters quickly and efficiently.
  • Transparency & Integrity: Transparency is maintained within the Contact Centre by ensuring that agents are honest and forthcoming in their interactions with customers.  Agents are trained to provide accurate information and to address customer concerns with integrity/empathy, ensuring that customers feel confident in the information they receive.
  • Love What We Do: The Contact Centre embodies each client’s passion for its products or services by ensuring that agents are enthusiastic and dedicated to helping customers. Agents are trained to approach each interaction with positivity and a genuine desire to assist, creating a positive customer experience that reflects each company or charity’s passion for what it offers. We’re always mindful of the fact that even though we interact with 100s of different people every day, each one of those calls, for the person on the other end of the phone, may be the only conversation they have that day so every call needs 100% effort and care.
  • Deliver Excellence: The Contact Centre strives for excellence in every customer interaction by setting high standards for service quality and efficiency. Agents are equipped with the necessary tools, training, and support to consistently meet or exceed customer expectations, thereby upholding the company’s commitment to excellence in all aspects of its operations.  By embodying these values and goals, the Contact Centre becomes a central hub for customer engagement that not only resolves issues and inquiries but also reinforces the company’s brand identity and commitment to its customers.
What are the current projects and initiatives that the Contact Centre is focusing on?

Last year we installed our new omni-channel system.  We’re now in phase 3 of this project and working on social media management going live – this will expand our ability to manage all of customers’ social media interactions in one place.

We are also working on enhancements to our webchat and building more AI into the chatbot function so that customer information can be collected and passed onto each agent to streamline the interactions. Alongside this, we’re developing a Smart Chatbot, with the capability to upsell opportunities without even needing to interact with an agent. This will offer customers relevant products and services based on their digital behaviours and values. It can even offer a discount when needed to complete a sale, dramatically reducing cart abandonment. 

Another feature we have just made live is ‘call capture’ which allows us to select (or tag) the reason for each call directly after it. This provides amazing insight into each call for the charity/company and may highlight areas of concern that need to be addressed. This is proving a very popular feature, and being able to give each client further insight into their customer base is brilliant!

How does the Contact Centre measure success? What metrics or KPIs do you use?

There are a number of ways in which we measure the success of what we do:

  • Average Handling Time (AHT): We monitor the average time taken by agents to handle a customer interaction, including call duration, time spent on resolving issues, and any after-call work. Lower AHT often indicates higher efficiency, but this isn’t always the case, especially with charity clients, some of which don’t mind how long it takes as long as there is a positive outcome to the call.
  • First Call Resolution (FCR): This measures the percentage of customer inquiries or issues resolved during the initial contact with the Contact Centre, without requiring follow-up calls or escalations. This is something that we are working on just now as the new system allows us to analyse this more closely.
  • Service Level Agreement (SLA) Compliance: Our clients have various SLAs in place and we actively monitor these daily across our dedicated and group teams.
  • Agent Utilisation and Occupancy: This measures the percentage of time agents spend handling customer interactions, compared to their available working time. Occupancy measures the percentage of time agents are actively engaged in handling calls or tasks. Higher utilisation and occupancy rates indicate higher efficiency/productivity.
Can you tell us about any recent achievements or milestones that the Contact Centre has reached?

The implementation of our new system has had a massive positive impact on the Contact Centre, especially with the amount of data and insights we can now access, which is helping us improve both agent and customer experience.  This will only grow from strength to strength as we continue our developments in this area.

As part of our focus on dedicated centre of excellence ‘Hubs’ across our four UK locations, we have recently moved all of our Contact Centre clients from Slough to York, a move which has gone extremely well, with no interruption to service delivery. Another area of particular success is our call-back function, which has saved thousands of calls that may have otherwise been abandoned and importantly boosted caller satisfaction.

“It has been great working with the Contact Centre and seeing their friendly and customer focused approach to supporting our customers. Their willingness to go above and beyond to support a customer is much appreciated!”

Roseanne Hayter, Volunteer Experience Manager, RNLI

If you are interested to learn more about the work and capabilities of our Contact Centre, please click here.

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News & Events eCommerce

Serving International Customers with FHDDS Approval

Elovate is proud to be Fulfilment House Due Diligence Scheme (FHDDS) approved.

The FHDDS is a key regulatory framework for fulfilment businesses that store goods in the UK for sellers established outside of the UK.

As an FHDDS approved company, Elovate has HMRC’s approval to operate as a third country goods fulfilment business, in line with the Fulfilment Business Regulations 2018. This approval demonstrates our commitment to upholding strict standards of compliance.

What does FHDDS approval mean for me?

Our FHDDS approved status brings many benefits for international businesses.

Ensure compliance.

When it comes to selling and storing goods from overseas, there are various legal and regulatory aspects to consider. International clients can have confidence that this is all taken care of by Elovate as an FHDDS approved fulfilment house. We are dedicated to ensuring compliance across all our eFulfilment services.

Keep data secure.

FHDDS approved companies are required to implement robust data protection measures, and Elovate is committed to compliance as standard. We hold multiple accreditations that show we take data security seriously, including ISO 27001 and PCI DSS 3.2.1. We will keep your customer data safe.

Increase efficiency.

Working with an FHDDS approved fulfilment house, which has the capacity to handle goods and service customers both in the UK and overseas, offers a more efficient way for international companies to operate. At Elovate, we offer a streamlined eFulfilment process, taking that efficiency to the next level.

Mitigate the risks.

If a fulfilment house has not been checked or approved for certain regulatory standards, you are risking exposure to legal issues, disruptions, and instability by working with them. A company must be examined closely to receive FHDDS approval, and as we have been approved, you can rest assured that Elovate is a safe, risk-free option.

Enhance your reputation.

Reputation is important for any brand, whether international or UK-based, so it pays to choose a fulfilment house that holds FHDDS approval. This is a clear sign that the company is operating according to regulatory standards and leading the industry in compliance, having a positive effect on your own brand’s reputation.

At Elovate, we are privileged to work with a wide range of eCommerce brands operating in the UK and across the world. If you have any questions about our FHDDS approved status or would like to find out more about our eFulfilment services, please get in touch.

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News & EventsStories eCommerce

Next3PL Australia

We are proud to announce our partnership with Next3PL, a leading logistics company based in Australia. If you are looking to expand your e-commerce business to Australia, Next3PL is a fantastic company to consider partnering with.

We will be joining them at the Retail Supply Chain Logistics Expo at ExCel in London on the 27th and 28th of February. It’s a great opportunity to meet us and get introduced to the team at Next3PL.

Next3PL is committed to saving you time and money. They understand the daily challenges businesses face in fulfilling orders on time and accurately. That’s why over 130 eCommerce brands from over 20 countries around the world have chosen Next3PL as their fulfillment provider.

We look forward to seeing you at the ExCel on the 27th and 28th of February!

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Insights CharityeCommerce

Keeping Your Information Secure Through Elovate’s Vigilant Data Protection Practices

Data breaches can have significant consequences for individuals and organisations alike, these include:

  • Financial losses: Dealing with a breach requires significant financial resources. Costs include incident response, legal fees, customer notifications, and potential fines.
  • Operational disruption: Breaches disrupt normal business operations, affecting productivity and efficiency.
  • Reputation damage: Public awareness of a breach can harm a company’s reputation, eroding trust among customers, partners, and investors.
  • Legal and regulatory challenges: Companies may face lawsuits, regulatory investigations, and penalties.
  • Loss of customer confidence: Customers may abandon the company due to privacy concerns.

Clients of Elovate can be assured that we go above and beyond to ensure that your customer and supporter data is secure – whether that’s personal information, such as names and addresses, or financial data, such as credit card details.  

We have demonstrated our commitment by implementing various security controls and measures to safeguard our assets, internal data, and client data. Below, we outline the main accreditations that we’re proud to be awarded and explain what the main differences are.

Our accreditations: ISO/IEC 27001:2017

Elovate achieves ISO/IES 27001:17 security certification for the contact centre, web-based order fulfilment solution, and various services including response management, warehouse, and distribution of products including medical products for clients across the UK.

Our compliance with ISO certification is certified by the British Assessment Bureau. It offers United Kingdom Accreditation Service (UKAS) certification, and it is the only government-backed body for ISO certification in the United Kingdom. 

ISO/IEC 27001 is a security standard that formally specifies an Information Security Management System (ISMS) that is intended to bring information security under explicit management control. As a formal specification, it mandates requirements that define how to implement, monitor, maintain, and continually improve the ISMS. It also prescribes a set of best practices that include documentation requirements, divisions of responsibility, availability, access control, security, auditing, and corrective and preventive measures.

Our accreditations: ISO 9001:2015

ISO 9001 is a globally-recognised standard for quality management. It helps organisations of all sizes and sectors to improve their performance, meet customer expectations, and demonstrate their commitment to quality. Its requirements define how to establish, implement, maintain, and continually improve a quality management system (QMS). Implementing ISO 9001 means an organisation effective processes and trained staff in place to deliver flawless products or services time after time.

Elovate achieved our first ISO 9001 certification in 2011, and we continue to comply with all the requirements mentioned in the standard. Currently, ISO 9001 certification scope includes a contact centre, web-based order fulfilment solution, and various services including response management, warehouse, and distribution of products and medical products for clients across the UK.

As with the above ISO/IES 27001:17, our compliance is certified by the British Assessment Bureau with UKAS certification. 

Our accreditations: PCI: DSS v3.2.1

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that companies that accept, process, store, or transmit credit card or debit card information, maintain a secure environment. It helps to protect the cardholder data that your customers and donors share with us during payment and reduces the risk of payment card fraud by increasing security controls around cardholder data.

Cardholder security is a top priority for Elovate. External QSA (Qualified Security Assessors) from leading cyber security consultancy, Security Risk Management (SRM), have assessed our card processes and we are proud to be a PCI-compliant payment processor that invests in tools and technology to protect cardholder data.

Our commitment to safeguarding data

At Elovate, we take information security and data privacy extremely seriously. By complying with the PCI DSS standard, we demonstrate our commitment to safeguarding our customers’ credit card data. These measures protect against theft and fraudulent use on the internet. Furthermore, Elovate ensures the security of sensitive data and personal information, helping prevent credit card misuse and costly data breaches.

Additionally, by achieving ISO security standards, Elovate has established a structured approach to handling client data stored in our systems. This baseline increases trust between Elovate and our clients, assuring all of our stakeholders that their personal information is safe from malicious hackers.

If you have any questions about our commitment to data security, please contact us today.

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Matthew Curtis
News & EventsStories eCommerce

Welcoming Matthew to Elovate

We are excited to announce the newest addition to the Elovate family – the talented Matthew Curtis as our new Sales Director – eCommerce Division.

Matthew joins us with an impressive background, holding both a degree and an MBA and boasting not one but TWO recognitions at the British Excellence in Sales & Marketing awards! His commitment to excellence and continuous learning is truly admirable.

With a wealth of experience leading Sales teams, Divisions, and entire Organisations in the Chemicals, Coatings, and Construction products sectors, Matthew has left an indelible mark on the industry. 

His strategic expertise shines through in his role as a key player in landing multi-million-pound contracts, as well as devising and executing successful strategies, including re-structures and turnarounds. 

“I’m really excited to be leading the e commerce sales team at Elovate, we’re a click to click solutions provider that takes care of everything thing from when you customer clicks to buy until they click to leave you an outstanding review”

Matthew’s journey includes stints at industry giants such as Akzo Nobel, Saint Gobain, Hilti, Jotun & Trimo, showcasing his adaptability and ability to thrive in diverse corporate landscapes. 

At Elovate, we are eager to leverage Matthew’s extensive expertise as we embark on a new chapter. His vision aligns seamlessly with ours, and we look forward to achieving new heights together. 

Join us in extending a warm welcome to Matthew! 

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Insights eCommerce

Amazon integration – a simple and effective way to boost your business success

If you’re looking for an easy way to boost your online sales, you might want to consider our Amazon Marketplace integration service. This is a feature that allows you to connect your Elovate account with your Amazon seller account and manage your orders from both platforms, in one place.

There are two main types of integrations that we offer at Elovate:

  • Amazon FBM (fulfilled by merchant): This means that you receive orders from Amazon customers and fulfil them yourself using Elovate. You have more control over the shipping and handling process, and you can save on fees and logistics costs that Amazon would charge you otherwise.
  • Amazon FBA (fulfilled by Amazon): This means that you send your products to an Amazon fulfilment centre, which takes care of storing, picking, packing, and delivering them to your customers. You also benefit from the Amazon Prime programme, which can boost your sales and customer satisfaction.
Top Q&A facts about Amazon integration
Who is a typical Amazon Marketplace user?

Anyone with a product to sell can benefit from selling on Amazon. From books to bedding, socks to scissors and everything else in between, you can find a niche and a market for it on Amazon!

Why should I use this service?

By integrating your Elovate account with Amazon, you can access the largest online marketplace in the world and reach millions of potential customers. You can also simplify your order management process and avoid having to switch between different platforms.

How easy is it to set up?

It’s very easy! All you need is an access code from Amazon, which you can get from your seller account settings. Then, you enter the code in your Elovate account and start syncing your products and orders.

Do I need to do anything differently?

No, you don’t need to change anything about your products or pricing. All of the orders that you receive from Amazon will flow directly into your Elovate system, to be fulfilled quickly and efficiently.

What about Amazon Prime?

No problem! At Elovate we also support Seller Fulfilled Prime (SFP). This is the Prime program that allows you to deliver directly to Prime customers using Elovate’s fulfilment service. By displaying the Prime badge, you are committing to fulfil orders with approved carriers.  FBA and SFP are complementary and, when used together, will help you boost sales and maximize your Prime products. For products unsuitable for FBA that are slow-moving or have unpredictable demand, SFP will enable the use of Elovate’s fulfilment capabilities and enable you to list more products as Prime.

If you’re interested in learning more about how Elovate can support your business through Amazon Marketplace integration, please contact us today.

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News & Events CharityeCommerce

Elovate PCI Audit 2023

Another Triumph in Compliance. 

As the curtains close on another year, it is great to kick start 2024 with positive news that deserves celebration. Today marks a significant milestone for our organisation as our external Qualified Security Assessor (QSA), SRM, officially signed off our PCI compliance version 3.2.1. After navigating through a rigorous couple of weeks of audit, we can proudly say that our commitment to maintaining the highest standards of cardholder data security has paid off. 

Alastair Fell, Commercial Director: As we reflect on a year of significant investment in our technology platforms, it is vital we ensure that all areas of our business operate to the highest level of compliance. PCI compliance is critical to maintaining secure cardholder payment environments for our clients and their customers and I am delighted that we have evidenced our safe systems and processes for another year”  

Expanded Scope for Comprehensive Compliance 

This achievement comes on the heels of an expanded scope that now covers the physical locations in both York and Slough, our contact centre, post rooms and data capture operations across the group. The scope of audit also certifies the new systems, network and infrastructure involved in processing cardholder data. This broadened scope demonstrates our dedication to not only meeting the compliance requirements for PCI DSS, but going above and beyond to safeguard sensitive information across various facets of our organisation. 

Acknowledging the Efforts of All 

Undertaking such a comprehensive audit is no small feat, and it wouldn’t have been possible without the collective efforts of our dedicated team. Our heartfelt thanks go out to everyone involved in the development and ongoing maintenance of our systems and infrastructure and the audit process. 

Looking Ahead: Version 4 and Beyond 

As we bid farewell to 2023 and welcome the new one, our focus shifts towards the future. The next step on our compliance journey involves gearing up for version 4 of the PCI DSS, which is scheduled for assessment next December.

Embracing Change and Growth 

Our continuous engagement with compliance is not just a checkbox exercise; it’s a dynamic process that requires adaptability, education and a commitment to evolving security standards. Elovate is dedicated to staying ahead of the curve, ensuring that our systems, processes, and people are aligned with the latest industry best practices. 

In Conclusion 

Amidst the completion of many significant projects of the past year, the successful PCI compliance stands as a testament to our continued investment and commitment to information security and the highest levels of compliance.

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