case study Soho House
Soho House appoint omni-channel fulfilment expert CML to strengthen growth strategy and customer experience excellence.
Total annual throughput
Founded in London in 1995 as a private members’ club for people in the creative industries, Soho House & Co has grown with clubs now across Europe and North America. Their company ethos is to create a relaxing and comfortable home from home for their members with an emphasis on creating customer experience excellence.
They have expanded their portfolio and opened houses, workplaces, cinemas and restaurants as well as offering interior designs for private clients. With their beauty and grooming range their members are able to recreate their favourite Soho House at home as the furniture, furnishings and spa products are available to buy online and at selected retail partners.
With a strong and loyal client base worldwide, as well as global strategic plans to open more houses annually and expand their retail partners, Soho House recognised that to uphold their customer promise of exceptional service, it was imperative that they needed to consider the integrity of their global supply chain operation and product distribution.
With the emphasis on inventory accuracy, customer satisfaction and speed to market, the Soho House Senior Operations Team began a review of possible future risks to business which would prevent them from achieving their objectives.
Soho House considered a number of outsourced solutions, before appointing CML as their preferred warehousing and logistics provider, to ensure they found a partner who would emulate their core ethos and provide an agile and customer centric solution.
To drive their business forward, CML’s expertise in managing substantial SKU ranges with complex customer orders along with CML’s capability to operate in a dynamic omni-channel environment were of paramount importance. The ability to provide real time management information, including outbound and reverse logistics traceability, as well as automated collection advice instructions and an updated POD status upon delivery were key factors for Soho House when choosing CML as their integrated supply chain solution.
CML really stood out from the crowd during the tender process. Like Soho House, CML are committed to continuous development and growth. We were particularly impressed by the strength of their IT team, ‘can do’ attitude and happy workforce all of which were crucial in our warehouse move which we achieved with no down-time.Aalish Yorke-Long,
Digital & Operations Director at Soho House