With improved routes and load planning in place, Kelkay is prepared to fulfil customer deliveries in season 24 with: 

• Strong haulier relationships 
• Efficient load planning 
• Responding to customer needs 

Transport Manager for Kelkay, Emily Handley, shares her thoughts on how Kelkay is ready to delight customers this year. 

Strong relationship with hauliers 

Being a partner of choice is a core business goal for Kelkay, and moving into 2024, that hasn’t changed.   

Emily says: “We’re dedicated to bringing retailers reliable deliveries that arrive on time. My team and I have built great relationships with several local and national haulier companies – to make sure that we have enough driver cover throughout the year to fulfil deliveries. 

Kelkay drivers cover the same retailers each time, which means they get to build relationships directly with the stores they serve. Emily comments that this supports Kelkay’s focus on customer centricity. 

“We expect our haulier partners to build great rapport with our customers and we work with them because they’re passionate about the work they do – they’re committed to providing a first-class service.” 

Efficient load planning and times 

Having a proactive approach when it comes to deliveries is essential – the growing team now works in advance to plan routing schedules for drivers.  

Emily credits a recruitment drive for the introduction of new processes: “Our Transport team has grown to seven colleagues in the last twelve months, and they are a group of superstars! Each colleague has brought with them a unique skill set and they have backgrounds in different industries too, so there’s a real breadth of experience in the team.  

“We work together to plan routes and loads with our customers in mind – and we’re in regular communication with our drivers to make sure we’re delighting our customers.”  

Customer feedback is paramount   

Kelkay dedicates time to hearing from customers on improving delivery services and have made positive changes thanks to their feedback. 

Of the subsequent changes, Emily says: “We have brought our transport team in-house; who have full oversight over our delivery scheduling and routes. This means we can act quickly to avoid disruption to customers and ensure delivery KPIs are met, as well as plan the full routes for our drivers to ensure we are efficient.  

“It’s important to us that we get every single delivery correct, every time. We welcome honest feedback from our customers so we can continually improve our delivery service.” 

Thanks to the feedback, we’re working on a new approach for 2024 and beyond. 

Emily says: “Not ones to rest on our laurels, we’re continuing to assess our protocols and look where we can make new investment to strengthen our offering. We’re currently trialling new software with a suite of analytics, helping us further improve our delivery performance.” 

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