Response & Fulfilment for Ordnance Survey
Ordnance Survey (OS) are Great Britain’s national mapping agency providing up to-date geographic data, relied on by government, business and individuals.
In 1999, Orbital Response & Fulfilment started working with the OS product and marketing teams and in 2008, the contract to provide order processing and fulfilment services for the Ordnance Survey Leisure Map Shop was awarded to us.
Objective - Order Processing and despatch task
- Process orders from the OS web shop
- Provide customer service support and take telephone orders
- Plot personalised maps and distribute
- Fulfilment and despatch customer orders within robust SLA’s
- Stock management
Activity
Orbital store over 3000 different stock types for Ordnance Survey and their marketing partners, ranging from printed maps to sat-navs to dvd’s. All of these products are available to order via the online Leisure Map Shop. Product storage levels are managed using an automated replenishment process which controls stock holding at the Orbital warehouse and minimises out of stock situations.
Ordnance Survey also offer their customers the facility to print their own maps via the unique OS Select service. These maps can be personalised and centred on any site (town, postcode, etc.) and are printed on OS’s state of the art plotters located in Orbital’s production facility.
Speed of turn-round is paramount so Orbital despatch all pre-printed maps on the day of order (when received before a mid-afternoon deadline). Average order quantities are 5000 per month but seasonal peaks and troughs can be significant.
Customer queries are handled and assistance provided by Orbital’s multi-channel Contact Centre which has experienced agents available seven days a week. Comprehensive reporting is provided which details campaign management information (order, sales, stock, etc.) as well as performance monitoring via SLA’s and KPI’s.
Orbital also support other promotional marketing activity for Ordnance Survey. Examples include data capture services for competition entries and a promotion run in conjunction with the Scouts Association in which 220,000 maps were sent out to 3000 Scout clubs.
Result
Direct sales are increasing year on year and further growth is forecast with the introduction of new marketing initiatives and the addition of new products. As the connection between Orbital and Ordnance Survey approaches its 10 year anniversary, the relationship between the two organisations continues to develop.
We are happy to reappoint Orbital Response & Fulfilment for a further three years and we look forward to building upon our strong relationship with them.”
Supply Chain Manager of Ordnance Survey Matt Green
