New service launch for JW Filshill

Craig-Brown, Retail Sales Director, JW Filshill

Move to Click & Collect ordering model aims to offer flexibility for customers

Fifth-generation Scottish wholesaler JW Filshill is now offering a Click & Collect service to its cash and carry customers to offer a convenient, accessible way to shop.

Retail Sales Director Craig Brown explained: “We’ve transformed our business for the digital age – we have to meet the needs of our customers and allow them to conduct their business the way they want to.

“Increasingly, our customers are embracing technology and our research tells us that they want the convenience of ordering online without having to leave their stores, then coming to collect their orders at a time to suit them.

“It also means that customers don’t have to spend precious time away from their stores loading trolleys and looking for products – we can do that for you, freeing up your time.”

The ordering timescales are impressive as orders placed online before 2.30pm Monday to Friday, including bank holidays, are available to collect from the depot the same day and orders made after 2.30pm can be collected the next day. The exception is Thursday when the deadline for ordering is extended to 4.30pm for same-day collection as the depot doesn’t close until 7pm.

Orders placed on Saturdays and Sundays have a cut-off time of 10.30am for same-day collection, with the depot open until 12 noon both days.

When a customer orders online with Click & Collect they receive an email confirming their order with another one sent when the order is ready to collect.

“We will always respond to the needs of our customers, so the 2.30pm cut-off time could be extended should customers require further time slots,” said Brown. “That is something we are reviewing and we will consider changes after this initial trial.

“We are aware that a weekend service is important to some customers, so if you place your order out of hours, in most cases we will have it ready for collection at 9am.”

Work is currently in progress on a Click & Collect lounge, with seating and drinks facilities for customers to enjoy while waiting for their orders.

Brown added: “With new technology comes rising customer expectations. It’s about covering all the options and while we will continue to offer the option of ordering via our telesales team, EPOS, sales representatives and email, we are seeing growing numbers of customers choosing to order online or via the Filshill app.

“We also want to hear customers’ views on this new service, so please tell us what works for you so we can adapt it accordingly.”

Filshill recently announced its plans to relocate to a brand-new, 120,400 sq ft, purpose-built distribution centre at Westway Park, which is planned to open in 18 months’ time.

Orders can be made 24 hours a day at filshill.co.uk

Originally published , updated .

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award-winning cash and carry click & collect Craig Brown JW Filshill new service Scottish wholesaler