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Darren Cobby - Implementation Manager
I’m Darren, one of ILG’s Implementation Managers. We work in teams of two to take care of your account in those initial stages when you first trust your fulfilment to us.
We understand this is a nervous time for any company so we make it our priority to reassure you by showing you the quality of our facilities, staff and systems. Over an average of four to six weeks we are your dedicated point of contact. We learn everything we can about your business so we can tailor our service to your products and customers.
Only when we are all happy that everything is working as you want, do we hand over to your ILG Account Manager. Even then we continue to monitor your account up to the first monthly review.
Our Implementation service is designed to give you total confidence.
Two Implementation Managers guide you through the onboarding process.
Your start date is timed to suit your business calendar and avoid busy periods. We plan for an average lead time of four to six weeks.
A customised online project plan captures every need, task and question, and is flexible to adapt to your evolving needs. We go through the plan with you meticulously before putting together the service level agreement.
Our Implementation Managers are on hand for you to talk to during the set-up period and liaise with all stakeholders, including Warehouse Managers, Customer Service and Finance. We produce timelines to show you where we are at any point in the Implementation process.
We have extensive experience of integrating with all major online shopping platforms, and create API solutions that manage all the relevant channels and communicate with your systems in real time. Read more about our IT integration.
We want our staff to know as much about your product as you do, so we invest in an ongoing training programme that includes training videos for your products and our own e-learning platform.
Implementation Managers work alongside your Account Managers for the first couple of weeks after going live, carry out on-site inspections and sort out any teething troubles. Only when we are all completely happy that it’s all working reliably do they hand over to the Account Manager fully.
Our performance on your account is reviewed monthly to begin with, moving to quarterly as it beds in. Implementation Managers attend the first monthly review.
“Bordelle’s online sales have tripled over the past season and this smooth logistical transition would not have been possible without the help of ILG. Each order is beautifully packaged to our high specifications and always arrives on-time."
Head of Logistics, Bordelle