Overview
This logistics case study shows how Gurung Logistics UK can stabilise deliveries for a fast-growing business that faces rising volume, tight lead times, and mixed shipment types. This is a composite freight success story based on common customer needs. Replace the figures with your real numbers if you want to publish it as an exact client example.
Client profile
Sector: E-commerce and wholesale
Shipments: Mixed parcels and pallets
Delivery area: UK-wide, with occasional European freight
Weekly volume: 60 to 180 consignments
Key requirement: Reliable delivery updates for customer service
The logistics challenge
As the business grew, three problems appeared at the same time.
- Unstable delivery performance
Collections slipped during peak days
Delivery ETAs changed without warning
Customer complaints increased - Costs became unpredictable
Surcharges appeared after booking
Waiting time charges grew at busy sites
Re-delivery fees increased when delivery windows were missed - Operations became harder to manage
The team used multiple carriers with different processes
Tracking links differed by carrier
Proof of delivery was slow to arrive
Goals agreed at the start
Gurung Logistics UK set clear goals with the client before changing anything.
Service goals
Hit consistent collection windows
Reduce late deliveries on key routes
Provide simple updates that the client could share with customers
Cost goals
Reduce surprise charges with clearer booking data
Lower spend on avoidable re-deliveries and waiting time
Control goals
Create one booking format
Standardise tracking and proof of delivery handling
Create an escalation route for delivery issues
What Gurung Logistics UK changed
Step 1. We fixed the booking quality
Most logistics failures start at booking. We tightened the data.
We introduced a booking checklist
Postcodes and contact numbers confirmed
Ready time and site access notes included
Dimensions and weights recorded per item or pallet
Handling notes added for fragile or high-value goods
Delivery windows confirmed in writing
Outcome
Fewer failed collections caused by missing details
Fewer re-deliveries caused by wrong contacts or unclear delivery notes
Step 2. We matched the right service to each lane
The client used one service for everything. That created cost and delay.
We split shipments into three service tracks
Local urgent jobs
Man and van for same-day and short-notice collections
Standard UK distribution
Parcels for small cartons
Pallet network for palletised freight
Part load when pallet volumes were high, but not a full vehicle
High priority and long distance
Dedicated vehicle when timing mattered
Timed delivery when the customer required a booked slot
Outcome
Better delivery reliability on priority orders
Lower unit cost on non-urgent orders
Step 3. We built a simple exception process
Delays happen. The difference is how fast you react.
We set an exception rule set
If a collection risk appears, we alert the client early
If access fails at delivery, we call the delivery contact and the shipper
If a delay is confirmed, we share a new ETA and options
We also agreed on escalation steps
One contact for day-to-day updates
A clear escalation route for urgent issues
Outcome
Less time spent chasing carriers
Faster fixes when problems occur
Step 4. We improved packaging and handling outcomes
Damage claims cost time and money.
We gave practical packaging guidance
Stronger outer cartons for heavy items
Corner protection for fragile goods
Strapping and wrap rules for pallets
Clear labels with reference numbers
Outcome
Lower damage rate on the most fragile products
Fewer delays caused by repacking at the collection
Results
These results are typical outcomes from this type of project. Replace with real numbers if you want to publish exact performance.
Operational results after process changes
Late deliveries reduced by 20 to 35 per cent on key lanes
Failed deliveries reduced by 15 to 25 per cent due to better delivery notes and contact checks
Customer service time spent chasing deliveries reduced by 30 to 50 per cent due to clearer updates
Cost results after process changes
Surcharges reduced through better booking accuracy
Waiting time charges reduced by improving ready times and site instructions
Re-delivery costs reduced through delivery window checks and contact confirmation
What made the biggest difference
Clear booking data
Right service choice per shipment type
Fast exception handling
Consistent updates and proof of delivery handling
How you can use this approach in your business
If your volume is growing, do these three things first.
- Standardise your booking details
Use one format every time - Split shipments by priority
Do not treat urgent and non-urgent freight the same - Track three simple KPIs weekly
Collection on-time rate
Delivery on-time rate
Failed delivery rate
Work with Gurung Logistics UK
If you need end-to-end support for UK transport and freight coordination, Gurung Logistics UK can help you set a stable process. We focus on clear booking, service fit, and practical communication.
To start, send these details through gurunglogistics.uk
Collection and delivery postcodes
Item count, weight, and dimensions
Packaging type and handling needs
Delivery speed and time window
Frequency per week
Any peak period dates you already know
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