The core values of CML centre around four key pillars - quality, innovation, trust and commitment. We pride ourselves on our team ethos and customer service culture which fosters long-term relationships based on mutual knowledge sharing and passion.
Our Core Approach® affirms that we delight our customers daily to create a dynamic culture where our teams thrive and deliver their best to create an excellent customer experience. We value enthusiasm, professionalism and integrity. Our agile and customer centric approach ensures that we listen to our customers and support them with innovative solutions to their supply chain requirements.
All of this matters to us because we know that the increasing demands placed on businesses today requires a robust supply chain and flexible ecommerce solution – one that can support rapid growth, provide the agility to cope with significant volume fluctuations and react swiftly to changes in market dynamics.
We aim to remove complexity and bring a fresh perspective to our customers’ supply chain challenges and opportunities, whether that is in ecommerce fulfilment and returns processing, warehousing or imports and exports. You will find us approachable and knowledgeable with a passion to add exceptional value to your business and you can be safe in the knowledge that you can trust CML to be the guardians of your brand.
At the core of CML’s culture and values is our commitment to providing an exceptional customer experience which includes adding value and delighting our customers daily to ensure that we not only meet our customers’ needs now, but plan for, and anticipate their future requirements too.
To demonstrate the importance of this, we recently commissioned an independent company to embark on a customer wide initiative to measure CML’s performance in this area.
The assessment was undertaken by Investor in Customers® who undertook an in-depth analysis of our business across four key areas; anticipation of customer needs, meeting customer needs, delighting customers and customer loyalty. This included insights and responses from customers and CML colleagues.
As a result of the initiative we were awarded Investor in Customers® silver status in 2018, which reflects our commitment to our values, our customer centric approach and a team who support these values every single day.
The feedback received from the 2018 assessment became the basis of a continuous improvement plan for 2019 which focused on improving CML's employee engagement culture and overall customer experience.
These improvements, along with investment in CML's new systems innovation, have been the driving force in CML being awarded the prestigious gold accreditation in 2019, and is recognition of CML's exceptional levels of internal and external customer experience. For further information please see here.
The One Team programme is a joint initiative between Marks & Spencer and its supply chain logistics partners. The goal of this project is to enable M&S to be the world leading quality retailer by providing great products and services to their customers anytime, anywhere.
The programme commenced in 2009 and as a long-standing supplier to M&S, CML were asked to support and engage in the initiative. The goal of the project was to transform five teams into one team, with the motto of "Together, doing the right thing".
Since the initial launch of the One Team project, CML has been actively involved having a representative on each of the work streams as well as CML’s Chairman, Graham Copley, being on the Steering Group. CML has put their own stamp on the project by introducing initiatives such as Dragons' Den and Apprentice-themed ideas forums, aimed at generating service improvements and cost-saving initiatives.
The schemes have proved very successful and have directly generated ideas that have been implemented on site, which have also been shared throughout the network.
As a result of this success, the concept was delivered to the wider partners in the One Team and M&S, as an example of how CML has pro-actively and enthusiastically engaged with the project and with colleagues.
We are proud that some of our CML colleagues have participated in the One Team awards - not only being shortlisted but actual winners too.
CML and the wider M&S logistics network have benefitted from the One Team programme in several ways. By working collaboratively with other partners in the network, service levels have been tangibly improved and cost savings achieved.
As a result CML has been able to offer colleagues opportunities and benefits that would not have been possible outside of the One Team project. CML and the wider M&S logistics network truly are "working together to deliver great service".
We believe in the personal touch so why not give us a call, we are always happy to help.
