Luxury, hand-iced gifting company, Biscuiteers, has taken full control of its 365 days a year, worldwide customer delivery proposition – from dispatch to customer notifications – in partnership with Scurri, the next generation delivery management platform.
Founded in 2007 by Harriet Hastings and Stevie Congdon with the mission to offer a more unique, stylish and personalised gifting solution, Biscuiteers bake beautiful, hand iced biscuits with each collection presented in an illustrated keep-sake tin, designed to be kept long after the biscuits have been enjoyed.
The British company currently bakes three million biscuits annually in its Ministry of Biscuits HQ in Wimbledon, London, with premium wholesale partners including Waitrose, Selfridges, Harrods and Harvey Nichols. While bespoke corporate gifting makes up approximately one third of orders, Biscuiteers is first and foremost an online, direct-to-consumer (DTC) business sending upward of 250,000 parcels a year through its online website. Additionally, the business has ambitious international expansion plans with the US a key focus.
As a luxury gifting company, a critical part of its brand promise is offering seven days a week delivery and exceptional customer service, explains Lauren Juster, Sales and Marketing Director at Biscuiteers:
“Control of the customer experience is paramount. If you get the whole gifting experience wrong, it can really turn a customer off coming back and shopping with you again. And because gifting is a highly emotional thing it feels like it is even more loaded.”
Scurri has enabled greater business efficiency by allowing the company to automate key elements of their dispatch process, including carrier allocation, label generation and carrier notification.
The seasonal nature of its products creates huge delivery demand spikes around key gifting dates in the year. Scurri enables Biscuiteers to effortlessly manage its extensive carrier network to scale to meet these peaks in demand, offering access to additional carriers when necessary, avoiding the need for onboarding.
“The value of working with Scurri is they take something that could be incredibly complicated for a brand, and they simplify it. Delivery isn’t the most glamorous part of the ecommerce journey, but it is the completely vital part of the journey. If your parcel doesn’t go out to the right person, on the right service, on the right day, you’ve blown the whole order so it is actually a really core part of customer experience that they take it out of your hands and look after it for you,” commented Juster.
In 2023, Biscuiteers extended its partnership to leverage Scurri Track Plus, their post-purchase experience solution, enabling the company to take ownership of the end-to-end online customer journey. Scurri Track Plus gives Biscuiteers control over the branding and sending of customer notifications during the delivery process allowing the Customer Service team to have greater visibility and provide a highly personalised service.
“Branding is incredibly important to us, so we really want to bring a new level of luxury to the whole gifting experience. The ability to send carrier notifications from us as a brand is a really big step forward for us because it allows us to grow our direct customer relationships. Additionally, we know tracking emails are the most highly opened across the industry because they contain information that customers really want to know so we get an invaluable opportunity to put the right kind of messaging in front of our customers at the right time,” further commented Juster.
Rory O’Connor, CEO and founder of Scurri, commented: “Biscuiteers is a business that is built on an innate understanding that customer service sits at the heart of an exceptional gifting experience. We’re delighted to partner with Biscuiteers to help it take control of its delivery and post-purchase experience to ensure each customer interaction is seamless and joyful – boosting loyalty and delivering all-important revenue growth.”
