The Whisky Exchange - Delivering a Comprehensive, Flexible System for a Rapidly Growing Drinks Retailer

The Challenge

Founded in 1999, The Whisky Exchange (TWE) is a family business that has grown to become the foremost online retailer of whisky and other spirits in the UK. Based in Park Royal in London, this award-winning company serves thousands of customers every year through a mixed distribution model of online consumers, trade accounts and its own retail stores.

Our relationship with TWE began back in 2012 when it was located at a smaller facility in London. At that time, the business was rapidly expanding, but its infrastructure was hampering future development. With no WMS system or pick and pack solution in place, the company was finding it difficult to keep pace with increasing customer demand while still maintaining its high level of service. Looking to better understand how systems and technology could be used to sustain this growth, TWE turned to Timewise Systems for advice.

The Response

Working with a blank canvas in terms of integration specifications, we were able to design, develop and support a holistic system from scratch – one that could evolve in tandem with the company’s dynamic operational activities and where every component part is interconnected. Unlike traditional ship-to-store supply chains, TWE’s blended model of e-commerce, trade and own-store distribution called for an adaptable solution that could handle these more complex workflows.

In close collaboration with the client, we began a journey of modernisation to create a harmonised system that flexes along with business needs. Our first step was to introduce a reliable network and barcode scanning capability to standardise and upgrade operations. As TWE continued to grow, we became a trusted advisor – guiding the company on all aspects of its fulfilment processes using intelligent technology solutions.

Following the move to a much larger facility at Park Royal and the introduction of a new ERP system, TWE decided to take the next step and implement our operational software solution. We devised a tailored response, incorporating voice-directed software and hardware, to transform the company’s operational environment and enable it to serve its developing customer base more efficiently. Backed up by our world-class support and mobile device management services, the system plays an integral role in the day-to-day execution of TWE’s customers’ needs.

The Results

Focusing on agility rather than rigidity, the comprehensive system we created has shaped and streamlined TWE’s processes – from goods receiving right through to packing and despatch. It has delivered major improvements in accuracy and productivity rates, helping the company to use its time and resources more efficiently.

Our unique dashboard technology provides a real-time overview of every operational workflow in the business, giving managers the ability to interrogate the data presented and redirect resources as required. The voice-directed system has also raised health and safety standards on the warehouse floor by allowing operators to work hands and eyes free.

Throughout the years, we have established a strong relationship with TWE, and we share a mutual trust and respect. The comprehensive, flexible system we developed can be tweaked and honed to suit shifting customer, regulatory or compliance requirements. This ensures that the business can meet future challenges head-on and react to market adjustments simply and cost-effectively. Above all, it empowers TWE to continue its successful growth for many years to come.

Working with Timewise Systems has been fundamental to the growth of our business. The system has allowed us to evolve in a controlled way, adapting to the ever-changing demands of our customers and our industry. Their team has almost become an extension of ours, and we trust them to look after our operational systems as if they were their own. Their expertise and advice have been invaluable, and their service is amazing. Whenever we need support, they are at the end of the phone or available for a site visit if necessary.