Flying Brands
Flying Brands is one of the longest established flower mail
order companies in the UK. Its brands are diverse and attract a
broad profile of users, from teens to seniors. The company, which
floated in1993, has millions of active customers.
Fusion Workshop was responsible for the development
and technical redesign, working closely with Flying
Brands technicians to ensure seamless integration with the
company's ERP system. We provide ongoing support services.
Flying Brands are customer-focused, and their extensive
profiling and CRM put consumer satisfaction at the heart of all
marketing decisions. Their market research showed that existing
websites were not delivering a good enough user experience. Some
users were experiencing difficulties and abandoning the shopping
process. These and other problems threatened future growth, but the
firm's in-house team, although highly capable, was unable to
resolve them.
The project required redevelopment of all Flying Brands' b2c
websites;
Flying Flowers www.flyingflowers.com
Gardening Direct www.gardeningdirect.com
Listen2 www.listen2online.co.uk
The objectives were to: make the sites more easily scaleable;
reduce support and maintenance overheads; trim fulfillment costs;
and increase the percentage of company revenues generated by the
Web.
Since the relaunch, Flying Brands' e-business revenues have
consistently risen month-on-month; these increases repaid all
project costs within the first two quarters after launch. Overall,
customer service has proven to be more stable and shopping cart
fallout has been reduced significantly. Consumer focus groups also
report substantial increases in user satisfaction.
Follow on projects include a call centre staff management
solution. Replacing a complex spreadsheet based mechanism with an
Intranet database application. Managed the staffing of the call
centre and the training programme of 2000+ permanent and casual
staff.