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Case Study

Multi-channel retailer, Great Little Trading Company (GLTC) is already seeing real benefits after teaming up with document solutions experts, to revamp the paperwork sent to customers with deliveries of GLTC goods.
The company has built its success and reputation on providing innovative children’s products dedicated to making parents lives easier, through its website ( and 126 page catalogue. In February, Great Little Trading Co. was voted the best In the Children’s market by European Catalogue and Mail Order days (ECMOD) – the body which brings together the UK’s major mail order businesses, including companies like John Lewis and Mothercare.
GLTC was keen to maintain this ‘stress-free’ image to its customers, and has been inviting consumers to try its services risk-free, including free postage and packaging, a free returns policy, and a no quibble guarantee for the products supplied.
To make this process as easy as possible for customers, GLTC and looked at existing paperwork to review and improve its effectiveness in cross selling the innovative range and promoting the business, in addition to easing the actual process of returns.
As competition in direct selling continues to grow, it is now more important than ever that the consumer enjoys a trouble-free distance shopping experience and this must include an easy receipt of goods and a smart and simple returns process.
The challenge for involved combining a despatch note, a returns note and relevant labels into one multi-functional form, which would both embrace the Great Little
Trading Company brand identity and make its business processes simpler for the customer, whilst working more efficiently and effectively for the business.
The team at focused on improving the document functionality, using the latest design in multifunctional documents that combines a delivery note and label. The new form now incorporates a returns label to ease the returns procedure – previously a separate returns label had to be mailed at the customer’s request.
The design also incorporates a novel idea of an extra promotional label, which the customer can stick in a handy place in the home or office to remind them of the GLTC web address and contact telephone number. The remaining area of label was used as an incentive driven promotional area to encourage data capture.
With the help of an eye catching full colour design from the team at GLTC and full returns/exchanges/refunds information on the reverse of the form, the end product was a truly multi-functional form that:-
• Improved GLTC business processes
• Simplified the returns procedure
• Helped to increase sales
• Enhanced brand identity
“What has been able to do is to look at what is required in this vital bit of communication with our customers and simplify things so that the new multifunctional document matches expectations and demand,” explained Kathryn Clarke, head of operations, GLTC.
“Where has gone beyond the brief is in delivering a design that incorporates an area for promotions which will help increase our sales still further.”
For further information please contact Julian Pickford on 01254 873767.
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