Customer service at every step
Client:
Learning by Questions
Industry:
Education
Services:
Specialised Marketplace Services
Fulfilment
Re-working
Cost-effective product sourcing and import
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New time-limited delivery service
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Advanced replacement warranty
Learning by Questions were crowned Innovator of the Year at the 2019 Education BETT Awards – the world’s largest education technology show.
They have developed a classroom app filled with curriculum-aligned question sets with immediate feedback. Not only does this super-charge learning, it also reduces teacher workload by making marking automated and providing instant pupil insight for effective interventions.
However, they needed some hardware to run this app on. So they approached Lama Fulfilment in early 2018 to discuss their requirements.
They were looking for a competitively-priced charging cabinet, along with 7” and 10” tablets. In addition, they required a full warranty and returns management turnkey solution.
Our product sourcing specialists began engaging with several Far East factories. After receiving several samples (of both cabinets and tablets) from multiple sources, we collectively homed in on a few products.
Once we’d agreed the specifications (branding, colours, sizes, pricing, production time, packaging types etc) we placed the orders and organised for the products to be imported. Lama Fulfilment took care of all the relevant export and import documentation to cover regulations in China and the UK. We also dealt with obtaining all relevant CE and ROHS certification.
Once received, we configured the cabinets with the tablets. Concurrently we crafted a bespoke 2-person delivery service to the schools that formed the majority of Learning by Questions customer base. We then began fulfilling orders, mostly via offline channels.
In addition we offer an Advanced Replacement Warranty service for the schools. The school simply contacts us (via email, social media, online chat or phone) and we send them a replacement, together with an easy-to-use pre-printed and pre-paid returns label. This is all handled by our in-house Customer Care team.
We also utilise our own in-house technicians to repair and/or refurbish any faulty cabinets or tablets.
Furthermore, Learning by Questions (LbQ) have also produced a series of question books to accompany their app. These books can be bought either on LbQ’s own website, their Amazon store, or via more traditional methods such as over the phone.
To enable easy fulfilment of these orders, Lama Fulfilment have integrated all of LbQ’s online channels into our platform. We store, pick, pack and ship their books as and when orders come in, either singularly or in conjunction with one of the LbQ cabinets.
Services provided:
- Import and certification
- Order fulfilment
- Bespoke deliveries
- Customer services – 1st line
- Returns and warranty handling
- Product repair and refurbishment
It would have been impossible to fulfil orders and integrate at this price point without the excellent service from Lama.
Peter Lee
Part of the Senior Leadership Team at Learning by Questions
Don't just take it from us
The staff and management at Lama Fulfilment have a ‘Can Do’ attitude to everything that they have done for Excotek Ltd. Using Lama as our 3PL company has enable our support and management team to focus on other operation activities which has enable us to grow our business without the restrictions and challenges that B2B logistics can bring.
Steve Minshull, General Manager
Excotek Limited
Customer experience is fundamental to our business, so when it came to outsourcing our fulfilment finding the right partner was critical. Due to their in-house experience and skills, Lama completely understood our business requirements and continually work with us to develop flexible processes and solutions to support Dr Fertility’s fast growth and big ambitions!
Kobi McCardle - Co-Founder
Dr. Fertility
While using Amazon we were frustrated with the costs, lack of personal customer service and agility in managing stock inventory, so we used the downtime Covid-19 afforded to review our future fulfilment plans.
Director, Byre Group
Ross Miller
Any small businesses who are looking for a reliable Order Fulfilment company, stop looking and sign up with Lama Fulfilment now. You will not find a cheaper Order Fulfilment company in the UK.
Clean Shaven
Bobby Cunningham
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