AWARD WINNING customer service.

MULTI CHANNEL order fulfilment.

END TO END eCommerce management.

Spark eCommerce Group brings

together 30 years of experience,

and the latest in retail innovation, to

form a truly unique business,

working with brands and retailers to

deliver excellence in customer

management…

Spark eCommerce Group is at the heart

of multi-channel retail…

Our leading UK provider of order fulfilment and contact centre services, Spark Response, has a wealth of

experience in delivering highly successful outsourced solutions, for brands and retailers. Spark Etail brings

innovation, expertise, and knowledge in ecommerce through our own retail brands. Together they form a

unique business, ideally placed to drive growth for our clients.

“Spark eCommerce Group is a modern, progressive business working with a diverse portfolio of clients across

multiple sectors including charity, home energy, toys, gifts and gadgets, fashion, footwear and accessories to

name just a few. We operate an adaptable and proactive approach to partnerships with a flexible approach to

setup and transition, so please feel free to get in touch if you require any further information or would like to

visit Spark eCommerce Group.

In the meantime, we hope this brochure will provide a high-level overview of who we are and what we do, from

fulfilment centre to contact centre, from IT to our key business support teams and everyone in between.”

Peter Slee

Group Director Noel Lambert

Operations Director

AWARD WINNING

customer service…Managing the customer experience

from first contact to satisfaction.

At Spark Response we believe that outstanding customer service is vital to the continued success of our business

and our clients’ businesses. From order taking to aftercare, enquiries to complaints, our contact centre team works

hard at achieving customer excellence, not just customer service. With a constant focus on training, coaching and

development, we work closely with our clients to ensure that we become their brand ambassadors - a friendly,

mature and experienced customer facing partner (the North East accent is a bonus).

What we do in our contact centre:

• Order Taking

• Customer Services

• Catalogue Requests

• Donations

• E-Mail and White Mail

• Up-Sell, Cross-Sell and Alt-Sell

• Overflow and Out Of Hours

• Banking and Fraud Management Support

• Carrier Claims Management

• Sales and Telemarketing

• Appointment Setting

• Dedicated Team or Bureau Environment

What makes us different?

• Our industry-leading employee tenure

• Our focus on quality management

• Our training and development strategies

• Our flexibility and proactivity

• Our people and culture

MULTI CHANNEL

order fulfilment…Delivering our promises,

fulfilling your expectations.

We’ve been providing order fulfilment support to eCommerce, mail order and catalogue retailers for over thirty

years. With no campaign too large or too small, we have developed a diverse and multi skilled operation, which has

given us the experience and expertise to implement even the most complex of projects with a focused, professional,

swift and cost-effective approach. Our campaigns range from single product eCommerce offerings to full end-to-

end home shopping, retail replenishment and trade fulfilment solutions.

Here’s what we do in our fulfilment centre:

• Pick, Pack & Despatch

• Storage and Distribution

• Stock Management

• eCommerce and Home Shopping

• Retail Replenishment

• Trade and Supply Chain Management

• Returns and Aftercare

• Handheld Wireless Inventory and Picking

• Carrier Despatch Software

• Commercial Carrier Management

• Secure Storage

• Product Rework

What makes us different?

• Our culture for quality and efficiency

• Our innovative technology developments

• Our velocity planning and flexibility

• Our experience of highly seasonal campaigns

• Our diverse client base

• Our people

Why Spark?We have over 30 years experience in order fulfilment

Our people have over 1000 years experience at Spark

We’ve added unique value to some of the UK’s biggest

brands and retailers

Our in house IT systems deliver seamless integration with

our clients’ systems and processes

Our culture of continuous improvement and innovation

delivers further value to our clients year after year

We invest in our people and our business, to ensure our

clients grow

Our Facilities

210,000 sq/ft of flexible warehouse space across 3 units

Over 25,000 pallet locations

150 seat contact centre

Modern offices in an expanding business park, 24/7 security

Located in Gateshead, just 2.5 hours from London

A TRULY UNIQUE

service offering… The end to end eCommerce, order

fulfilment, and customer service partner.

Through our retail division, Spark Etail, we’re able to offer our clients a full eCommerce service that can start at the

conception, design and development of an online store, adding a natural extension to the more traditional Spark

Response offering. Drawing on our experience and expertise as online retailers, we’re able to share digital

marketing and eCommerce best practice with our clients. We own and operate the UK’s largest ethical retailer,

Ethical Superstore, amongst other brands. With a single team approach to implementation and account

management, we believe we have a truly unique offering within the eCommerce, fulfilment and contact centre

industries.

• Campaign Concept and Strategy• Online Store Design and Development• Hosting and Support• Systems Integration• Storage, Pick, Pack, Despatch• B2B and B2C Fulfilment• Returns and Aftercare• Order Taking and Customer Service• Outbound Sales and Telemarketing

• PPC and SEO• Online Surveys• Digital Catalogue• Social Media Management• Online Catalogues• E-Mail Marketing• Design Support

proven

TECHNOLOGYAccuracy, efficiency and innovation is at our fingertips.

We’ve developed our multi functional IT systems to ensure smooth integration of

your business operation into ours. Our in-house developed systems include:

Wireless Warehouse Inventory Management - providing increased picking

and packing efficiencies and quality, streamlining goods-in procedures,

removing the need for manual paperwork entry and administration.

Despatch Management System - ‘cloning’ our carrier partners’ own shipping

systems, allowing order packers to print shipping labels at packing stage, which

has negated the need for additional shipping processes.

External Integrations – Pictured right are just some of the external

marketplaces, software, systems, and carriers we integrate with.

Contact Centre Knowledge Base - allowing contact centre advisers to access

up to-the-minute web-based information relating to our clients, systems,

procedures, products, services and offers.

We have a partnership with a leading IT provider, which gives us the

benefit of off site secure data storage, virtualisation, daily on site support,

and infrastructure development, which underpins our own IT expertise

OUR PEOPLE

And our heritage…

A passionate business in the heart of

the North East.

We’re incredibly proud of our heritage in the North East of England. Spark originates back to March 1982, and ever

since we’ve been based in the heart of the region. Currently occupying 3 units in Gateshead's’ Follingsby Park, we

have 210,000 sq/ft of flexible warehouse space, plus a 150 seat contact centre. With close links to Newcastle

International Airport, and Newcastle Central train station, London and other major cities are just a couple of hours

away.

The people in our business are our key differentiator. With an average tenure of over 8 years, our staff have a

combined total over 1000 years experience in fulfilment and contact centre operations. We invest in our people, we

innovate, and we reward, which helps us deliver growth to our business, and our clients’ business, year on year.

Our friendly North East accent is also one of the most popular in the country when dealing with UK Contact Centres.

We’re proud to be at the heart of the regions contact centre and eCommerce industries.

Come and visit, there is lots to see and do, from beaches and our beautiful Northumberland countryside, through to

cathedrals, museums, and of course, our world renowned nightlife. You may just decide to stay….

Spark eCommerce Group

Follingsby Avenue | Follingsby Park | Gateshead | NE10 8HQ | 0191 495 9999

sparkecommerce.com