2nd October 2024 – THG Fulfil, THG Ingenuity’s fulfillment and courier management service, is reaping the benefits of faster delivery times and higher customer retention as artificial intelligence (AI) and automation technologies drive significant advancements in warehouse efficiency.

THG Fulfil’s ICON facility in Manchester, UK, spans 780,000 sq.ft and boasts the third-largest Autostore globally, featuring 370 robots and over 1.1m SKU locations, enabling THG Fulfil to manage up to one million outbound units daily.

As a result of the speed at which it can now pick and dispatch orders, THG Fulfil upgraded 4.2 million standard delivery orders to next-day delivery in 2023, at no extra cost to customers, helping to drive a 4% rise in customer retention rates. THG Fulfil’s average delivery time has also been reduced to just 1.45 days in the UK, significantly better than the industry standard of 3-5 days.  

Furthermore, THG Fulfil has enhanced its warehouse automation capabilities with the addition of a fleet of Geek+ Goods-To-Person robots at its Omega facility in Warrington. The addition of Geek+ to its repertoire will enable THG Fulfil to increase warehouse performance. The expansion enables THG Fulfil to support category agnostic items of any size through its automation solutions, pushing 95% of all units sold through a form of automation within its fulfillment journey.

Now approximately 50% of total customer orders globally handled by automated systems, team members can concentrate on strategic initiatives rather than routine tasks, enhancing overall operational efficiency.

Real-time data analytics have played a pivotal role in THG Fulfil’s operational strategy, enabling the identification that 27% of UK consumers shop online between 10 PM and midnight. This insight has led to the extension of cut-off time for Next Day Delivery orders to 1 AM. THG Fulfil is the only online brand or retailer in the UK providing such a late cut-off for next-day deliveries.

Customer feedback reflects the success of these initiatives, with THG Fulfil achieving an 82% five-star rating on Trustpilot. Notably, over 50% of reviews highlight positive delivery experiences, underscoring the effectiveness of the company's enhanced operational capabilities.

Tom Killeen, COO, THG Ingenuity commented: “THG Fulfil’s investment in AI and automation is not just about improving efficiency; it’s also about redefining what’s possible in ecommerce logistics. In a rapidly evolving e-commerce landscape, the demand for hyper-efficient and reliable operations is more important than ever.  

“By harnessing cutting-edge technologies, we are enhancing our operational capabilities and ensuring that we meet our customers’ evolving needs with speed and precision. THG Fulfil is poised to disrupt and redefine the future of warehousing and logistics, by understanding the needs of the end consumer and delivering high-quality, laboursaving services to clients and setting new standards in the industry.”