M&S Demand Surges 22%
Delivery costs plummet 58% as ZEOS fulfills online orders in 22 European markets
Marks & Spencer (M&S) has seen a significant surge in customer demand since partnering with Zalando's logistics and fulfillment business, ZEOS. The partnership, which began with a trial in Poland, has resulted in a 22% increase in customer demand and a 97% improvement in conversion.
ZEOS now fulfills M&S' entire online direct-to-consumer business in continental Europe, covering 22 markets. This includes some of M&S' largest online markets, such as France, the Netherlands, Germany, and Spain. With ZEOS' extensive fulfillment network, M&S is able to reach 90% of EU customers in less than 16 hours of driving time.
The partnership has also led to significant reductions in delivery costs and return times. Delivery costs have decreased by up to 58% for M&S, while return times have been reduced from up to 35 days to just 8 days. This improvement in returns processing means that products can get back on sale faster, improving availability for customers.
## What changed The rollout of ZEOS' fulfillment service began last month, with the trial in Poland serving as a test case. The success of the trial has led to the expansion of the partnership to cover all 22 markets in continental Europe. Mark Lemming, managing director of international at M&S, has overseen the partnership, which marks a significant step forward in how the company serves online international customers.
## Why it matters The partnership between M&S and ZEOS is a significant development in the European e-commerce market. With ZEOS' comprehensive logistics solution, M&S is able to provide faster and more efficient delivery and returns processing to its customers. This improvement in customer experience is likely to drive further growth in demand, as seen in the trial in Poland. As M&S continues to expand its online presence in Europe, the partnership with ZEOS will play a key role in supporting this growth.
ZEOS' fulfillment network, which includes 14 fulfillment centers, 29 return centers, and 3 inbound distribution centers, provides a seamless process for fashion and lifestyle brands to manage their online sales. Other clients of ZEOS include Mango, Karl Lagerfeld, Pepe Jeans, All Saints, and Camper. The company's ability to reach 90% of EU customers in less than 16 hours of driving time makes it an attractive partner for brands looking to expand their online presence in Europe.
