JW Filshill hails ‘massive, ongoing team effort’ to service customers

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Award-winning wholesaler JW Filshill has been working closely with its suppliers to ensure a consistent flow of availability for customers during the coronavirus pandemic although it has been a challenge keeping up with demand, the company said.

“Availability has been challenging but the main pressure has been volume,” commented Craig Brown, retail sales director. “There have been replenishment issues and it’s fair to say that everyone is struggling to keep up with demand.

“We have a clear business continuity plan in place that we are implementing in a phased manner to allow us to react to Government daily advice.

“We’ve been working very closely with our suppliers so we can get deliveries out across the KeyStore estate, delivered customers, key accounts and through our Click & Collect facility at the depot in Hillington.”

However, Filshill has introduced a 50-case cap on Click & Collect orders in order to ensure a “fair spread” of supply to retailers. “We’re not accepting any new accounts and have put restrictions on orders via the website and app – again to allow everyone to get what they need,” said Brown.

“This was essential to control manageable volume and we want to maintain availability in a calm, measured and fair way.”

Retailers, he added, have been receiving constant updates on the Government’s Covid-19 guidelines and kept informed of any changes to store deliveries. Brown also confirmed that the company has sourced social distancing floor vinyls and “sneeze” screens for KeyStore outlets to product both staff and customers, which are rolling out from this weekend.

Advice on social distancing has also been issued to retailers and new measures to protect customers and staff using Click & Collect were implemented this week.

Last weekend, the senior management team donned their high-viz vests to help colleagues in the Click & Collect team with managing director Simon Hannah, commercial director Chris Miller, finance director Keith Geddes, director Nick Hannah and Craig Brown all working to fulfil orders.

“Everyone at Filshill is going that extra mile to ensure we provide the best possible service to our customers,” said Brown. “Some staff are working from home and others have been deployed to other parts of the business to ensure as few disruptions as possible to the supply chain – it really is massive, ongoing team effort.”