As we approach the end of 2020, there is no doubt that this has been one of the most challenging and unpredictable years. However, as an e-commerce fulfilment service provider it has been refreshing to see the determination of different businesses to adapt. For instance the hospitality industry – one of the hardest-hit – adapted by selling eat-at-home kits and takeaways. On the other hand, local butchers invested in digital so that they could keep supplying their customers even during lockdown. And through it all our NHS and frontline workers continue to be heroes that keep the country moving.
So, we thought we would finish the year on a high and celebrate our achievements.
We love meeting new clients. But this year was slightly different because of COVID restrictions. Like half of the business world, we had a lot of zoom calls and only a few socially distanced meetings. Despite this, we managed to bring on-board more new customers than ever before. We have seen a particular trend in alcohol brands adding e-commerce to the mix. Unsurprisingly with pubs and bars closed for so much of the year.
Our Amazing Team
We could not have survived this year without our loyal, hardworking team. Some of our team have been with us for over 20 years (now we are showing our age!). With 99.97% order accuracy they are experts at what they do and keeping them safe has been our priority. We also introduced a new member to the marketing team this year to scale-up our growth and set us up for a successful 2021.
The pick-me-up moments
At the peak of lockdown, one of our lovely clients, Fi from @BluebellGray, sent us a note and box of goodies – it lifted our spirits and reminded us why what we do matters.
“I’m not sure I can express in words how grateful I am to you and your staff for keeping your business open. … With you staying open we have a fighting chance of getting through this … you are making such a difference and keeping people in jobs. Thank you. Thank you. Thank you.”
Another wonderful client – Lynne from Esker Gin sent us a note.
“A massive thank you for all the great work to keep up with orders. We have received great feedback from our customers about the customer service they are receiving when they order online”.
Change is good – more so when it benefits the planet
This year we have seen our clients – old and new – place more importance on eco-friendly efforts to sustain the planet. And Commands is 100% behind it. We now have a variety of sustainable and recycled packaging options, one of the most popular being pulp paper – ideal for using as void-fill in shipping boxes. Our next step is to achieve organic certification, which we hope will come early in 2021.
Of course, not everything has been rosy. While e-commerce fulfilment has been buoyant, our direct mail business has been harder-hit, as has the whole direct mail and print market. The irony is, that at times like these printed, personalised mail is more trusted and effective than ever. And the good news is, we are starting to see a little resurgence here.
As we say goodbye to 2020, I think we can all agree it has been a year we will not forget. Despite this, we have learned a lot about resilience, community, and the importance of health. To sum up, 2021 is an opportunity to apply the lessons learned and grow with our clients, old and new. Get in touch if you’d like to find out more.
Wishing you all a wonderful festive season and a Happy New Year!
Maureen, Andy and the Team at Commands