12th January 2025 – THG Fulfil, THG Ingenuity’s world-class fulfilment and courier management solution, upgraded 10m customer orders to next-day delivery (NDD) in 2024, at no extra cost to customers, helping to drive a 4-6% increase in customer retention rates.

THG Fulfil is reaping the benefits of its enhanced warehouse automation capabilities in both its ICON facility in Manchester and its Omega facility in Warrington. THG Fulfil’s ICON facility in Manchester, UK, spans 780,000 sq.ft, featuring 380 robots and over 1.1m SKU locations, enabling THG Fulfil to manage up to one million outbound units daily.

Real-time data analytics have played a pivotal role in THG Fulfil’s operational strategy. According to THG Fulfil’s data, more than 82% of all NDD orders are placed after 2pm and more than a quarter – 27% – are placed after 10pm, offering a clear incentive for both customers and retailers to extend NDD order periods as late as possible. This insight has led to the extension of cut-off time for next-day delivery orders to 1am, seven days a week. THG Fulfil’s extensive courier network is paramount to enabling this, and it currently has 200+ courier integrations, delivering to 195 destinations across the globe. THG Fulfil is the only solutions provider in the UK that enables brands to offer such a late cut-off for next-day deliveries.

Customers are increasingly shopping later, with a 7% rise in orders placed between 10pm and 1am compared to last year, according to THG Fulfil data. But they are also increasingly opting for faster shipping, with 77% of THG Fulfil customers rating speed of delivery as most important, resulting in an 8% rise in customers selecting NDD as an option.

Customer feedback reflects the success of these initiatives, with THG Fulfil’s clients achieving an 85% 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: “By harnessing cutting-edge technologies, we are enhancing our operational capabilities and ensuring that we meet our customers’ evolving needs with speed and precision. Our continuous optimisation of automation also plays a major role in increasing service enablement. 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, labour-saving services to clients and setting new standards in the industry.”