Instead, we’ve chosen to build, own and control the infrastructure of our business. From software development, content creation and advertising to customer service, warehousing and dispatch, everything is handled entirely in-house. It’s not just a question of efficiency. It’s about control, quality, enhanced customer experience and ultimately, margin – an approach that has hugely contributed to our success.
Too often start-ups hand over vast sums of money to agencies, eroding their profits before they’ve found their feet. When we were growing our business, handing over profits to agencies or middlemen would have made it so much harder for us to achieve success.
Direct product sourcing
Rather than using distributors, we source all our products directly. For us, it gives us the opportunity to forge strong relationships with factories, ensuring we get the best products at the best prices. By bypassing distributors, it’s much easier for us to improve or customise new and existing products based on customer feedback.
Advertising that’s fully focused on your brand’s success
One of the disadvantages of outsourcing to an ad management agency is that with so many clients competing for their time, the level of attention and responsiveness your business will receive is compromised. With online advertising such a key driver of revenue for our business, using a third party was simply out of the question. When advertising is managed in-house, your acquisition team is focused solely on the performance of your brand and any action that needs to be taken can be taken immediately.
In-house customer service teams enhance customer experience
With 40 customer service agents under our own roof, our team is fully immersed in our culture, completely in tune with our products and able to deliver a level of customer care that outsourced teams cannot match. Our team are empowered to make independent decisions and take whatever action is necessary to keep our customers happy.
Infrastructure as an advantage
By controlling everything from warehouse to website, we’ve built a business that is scalable, independent and entirely our own. For us, infrastructure isn’t an overhead, it’s a competitive edge.
