“We’re just coming up to our second anniversary since we let go of our ‘baby’ to an outside fulfilment house, namely JEM. Excellent customer services are paramount for us and we realised that if it were possible to find a partner to handle the pick and pack operation we could focus on customer service and business growth. After a careful process of selection JEM won the contract for our public and trade customers. JEM decided it was best to replicate the exact methods and services we currently utilised in order to maintain the levels of service our customers had enjoyed to date. Whilst JEM recommended a few initial improvements that we later implemented, it was a comfort for us to see a virtual mirror of our packing area established in JEM’s premises, in fact it felt like a home from home.
JEM have consistently demonstrated advantages from item packaging to very sophisticated IT systems that have continued to maintain and improve the level of customer service response we like to offer. We were also very impressed with the sales order processing manual they have developed for our operations within JEM. This enables any member of staff to gain an immediate grasp of every aspect of the day to day running of the pick and pack process and more! Now, nearly two years down the line since we ‘let go’, we are delighted with the operation and all the staff we have come to know. Their ability to meet the demands of the very busy times, after a large promotional campaign, with the same energy and enthusiasm shown from the outset is a credit to them indeed”.
I thought I would write to you to thank both you and your team for the great work you have done in taking on our web customer services.
The timeline was very tight with May 1st being a real push to get our IT sorted and files moving as they should.
It was quite a leap of faith for us to hand our reputation over to a third party and I could not be happier with the way it has all been handled. Positive Feedback from consumers is often hard to find, we all hear about the things we do wrong but very little when it goes as planned, however our Facebook account does show the move to be a positive one.
I would like you to convey to your team my thanks for all their hard work and look forward to hearing more positive news on the quality of service JEM offer our consumers.
Oneida International Ltd.
“In direct conjunction with the Daily Express Group, we embarked on a massive promotional campaign for our unique slip on shoes for ladies called Butterfly Twists.
Our initial idea was simply to advertise the shoes as single pairs that totalled no more than 21 variables, three sizes, seven colours. We were put in touch with JEM Fulfilment House by the Daily Express as their chosen fulfilment centre and JEM suggested that more revenue would be earned if Butterfly Twists were also offered in pairs at a discount as well as singles at standard price.
To date far more orders have been purchased in pairs and clearly this was a good move. Our overall volumes are well up on what would have been sold had we just offered single units. We did have concerns about the literally hundreds perhaps thousands of variables that would now be required but the JEM computer systems can handle this with ease and all we need to do is send them the stock based on the initial 21 variables.
The JEM warehouse packers at JEM sort it out the delivery upon arrival. In addition, and as this is a joint promotion with the Express, JEM also manage the total finance of the venture and make payments to us and the Express retaining their fulfilment charges thereby saving our management and accounting time. We look forward to moving onto the next project with JEM and have no hesitation in recommending services and systems that seem to be able to handle any scenario, no matter how complex”.
Emmanuel Eribo – Butterfly Twists
Getting a product to market is a skill in its own right and realising our strengths lay in design, I needed to find a company who could handle the Response Fulfilment from the advertising I planned.
Having decided that direct selling in the National Press and Internet sales were the route to take I was delighted when JEM Marketing & Fulfilment Services came to the rescue and patiently explained all I needed to know about mail order fulfilment, a subject of which I knew so little. With their experience of over 25 years they had the contacts for the right type of advertising agency to get advertising space at a competitive rate, plus mass storage for the containers due to land, and helpful IT people to create a transactional web site and make our designs a reality on the Internet. That left my hands free to continue design work and sort out the manufacturing.
JEM were also recommended by SHOPS – Safe Home Ordering Protection Scheme, so I was able to embark on direct selling without delay! Their account management team have always been very responsive on the phone whenever I had a query no matter what the question. With our advertising due to launch any moment I am keen to recommend JEM’s services to any newcomer to mail order, no matter the size of your business JEM give me the impression they care whether you are large or small”.
Russ Mahoney – Mahoney Marshall
“We needed to find a reliable fulfilment house that was happy to deal with small volumes without imposing huge management fees. We sell a micro current device to aid suffers from back pain and other pain related injuries and wanting to give our customers a reliable daily service.
We found that the JEM Fulfilment House was perfectly placed to achieve this at a reasonable cost. JEM handle all aspects of fulfilment for us from order processing be it on the phone, post or Internet and their reporting and payments are totally reliable and accurate. The fact that I have remained with them since 2002 is testament to their proven track record of excellent service at all levels. I would recommend their services to anyone requiring a professional Fulfilment House”.
Brian Cox – Microcurrent
“For a number of reasons we decide to change fulfilment houses. We also wanted a new voucher ordering website that would be our property yet tie into a processing system of a fulfilment house. The site had to be multi-currency as our bespoke hotels are worldwide as are our customers.
JEM Marketing were able to ‘loan’ one of their web developers to us whilst managing the project and systems analysis yet enable us to own the platform should we ever need to move to another fulfilment partner. Suffice to say there is no need to do so as JEM have handled all our voucher processing and voucher finances from the outset in a very professional manner. We would not hesitate to recommend their services to a new client”.
Small Luxury Hotels
“Lin & Leo are the premier manufacturer of uniquely designed baby bags for the busy mother with a baby.
As our business expanded in 2006 we decided that the processing of orders in house was proving very time consuming and we began our search for a Fulfilment House. JEM Fulfilment Services were chosen and we have remained with them ever since. JEM provide the e-commerce back end to our main trading site so the order integration with their systems was seamless. This also enables us to promote last minute special offers and vary selling prices as we choose without the need to have a programmer make expensive changes. We have a permanent fixed area of warehousing and, by appointment, we are free to come and go as we please to sort our stock.
We usually deal with Bryony Pritchard, JEM Marketing’s Senior Account Manager for day to day management and any queries we have are dealt with speed and efficiency. As we expand our range we look forward to working with JEM Marketing into the future”.
Lin and Leo
We are so happy with the service we receive from the SK Chase team at JEM - it's easy to forget when you become 'used' to something being so consistently good to acknowledge the excellent work and efficiency of the team.
It's always a relief to know that our fulfillment is being taken such good care of - by people who genuinely care.
I, and the whole team at SK Chase, are very grateful.
It's been another great year and we're massively indebted to you for the fantastic work of your team. Christmas so far has been a slightly slow starter, but we're expecting a big week next week and we know the team at JEM will be ready to deal with whatever it throws at them.
Thank you once again and looking forward to an even bigger year next year.