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No winners in mail dispute
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Autumn 2006
Woolworths' fulfilment - Zendor hands over gracefully
In an unusual twist on the normal run of fulfilment contracts, Woolworths has decided to take its home shopping fulfilment in-house after two years of outsourcing - but contractor Zendor, which has handled the business during that period, says it is sanguine about this development. Woolworths appointed Zendor in 2004, and since then has worked with the contractor on all aspects of online and catalogue home shopping activities, including picking, packaging and customer order fulfilment. Zendor has also helped the company extend its multi-channel offer to include an in-store internet ordering facility.
Woolworths is now reported to take the view that the partnership succeeded in its objective of boosting the company's online market presence and creating an infrastructure to manage it. Where two years ago the main asset was the web site itself, now there is an integrated online offering including web, contact centre, in-store ordering and catalogue. Zendor points out that in the past year it has seen a 43 per growth in its core fulfilment revenue, and 24 per cent growth in overall sales.
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