Case Study: Charles Bentley achieves streamlined multi-carrier delivery and £40k+ annual customer-service savings with Parcelhub

Charles Bentley enhances delivery experience with proactive multi-carrier solution

Charles Bentley, a long‑standing UK manufacturer and online retailer, saw rapid eCommerce growth and increasingly complex international shipping needs—250,000+ parcels shipped in 2018 and a product portfolio of 3,000+ SKUs. To streamline logistics and customer service across multiple marketplaces and carriers, Charles Bentley engaged Parcelhub and its tailor‑made multi‑carrier delivery management solution (Parcelhub’s Enhanced Delivery Management).

Parcelhub implemented a bespoke integration with Charles Bentley’s systems (ChannelAdvisor, Magento) and Freshdesk, using its SMART Notifications and Proactive Tracking Support to manage carrier exceptions and customer queries centrally. Parcelhub now processes over 21,000 items a month for Charles Bentley, eliminated the need to hire at least three extra customer‑service advisers, and delivered measurable savings—more than £40,000 annually in customer service time plus a similar amount in software development and carrier management—while improving delivery visibility and response SLAs.

Charles Bentley

Andrew Steel

E-Commerce Director