In the fast-paced world of e-commerce, delivering products swiftly and providing exceptional customer service are vital. MyRunway, a prominent player in this field, recently celebrated its 12th anniversary. A key factor in their success has been their enduring partnership with DPD, spanning eleven of those twelve years.
Jessica Styles, Head of Operations and Logistics at MyRunway, highlights the importance of this relationship. “Our customers expect their orders promptly. It’s crucial for us to have a service provider that ensures timely deliveries, reliability, and top-notch customer service,” she says.
However, the relationship goes beyond efficient deliveries. “We have an excellent partnership with both their customer service team and our account managers,” Jessica continues. “In logistics, issues are inevitable, and having a reliable support system is essential.”
The bond between MyRunway and DPD extends beyond professional realms. “There have been instances where I’ve called our account manager late at night on a Saturday, and they’ve stepped in to assist. Our team knows them by name; they truly are an extension of our company.”
One standout aspect of this partnership is DPD’s robust tracking system. “We can always see where the order is, whether it’s on route or delivered. The API integration provides real-time tracking, making it easy for our tech team to implement quickly,” Jessica explains.
This seamless integration reflects the mutual loyalty and growth experienced by both companies. “When MyRunway was just starting, we had a small team of twelve. As we’ve grown, DPD has grown with us. In our early days, their team even helped us pack orders when we were overwhelmed with demand. That kind of loyalty has been reciprocal,” Jessica recalls.
The partnership’s success is rooted in clear communication and understanding from the beginning. “Make sure you’re partnered with an account manager who understands your needs. Communicating your needs upfront, expected volumes, and expectations is crucial. Checking the customer service quality is essential,” Jessica advises. “Providing a reliable and exceptional customer experience sets your brand apart. Choosing a partner that can deliver that is most beneficial.”
Looking to the future, Jessica is optimistic about e-commerce growth in South Africa. Despite the current e-commerce penetration being at 6%, she sees significant potential. “With big international companies entering the market and local partners pushing e-commerce, there’s a vast audience to capture. The pandemic boosted online shopping, but now there’s an opportunity to elevate standards. When international companies invest in South African e-commerce, local companies can enhance delivery standards and improve customer experiences.”
In this competitive landscape, the partnership between MyRunway and DPD serves as a benchmark for successful collaboration. It’s a relationship built on trust, mutual growth, and a shared commitment to excellent customer service. As MyRunway continues to evolve, DPD remains a cornerstone of their success, ensuring that the brand’s promise of timely and reliable delivery is consistently met.
Jessica concludes, “The e-commerce landscape is ever-changing. We are well-equipped to meet the challenges and opportunities ahead. Our customers expect the best, and with over a decade behind us, we will continue to deliver just that.”