The Poppy Shop

Our hard work ensures The Royal British Legion gets its goods on time.

The challenge

The Royal British Legion relies on a dedicated contact centre and distribution hub to fulfil orders received via The Poppy Shop website and from staff working for the charity.

On the face of it, The Poppy Shop is a gift shop and most orders are gift-related purchases from the public. But the weeks running up to Remembrance Day are its busiest of the year as they coincide with the annual Poppy Appeal.

There is a sharp increase in public demand for gifts such as pin brooches, mugs and clothing, as well as for promotional items like flyers, pull-down banners and charity boxes from staff and volunteers working for the charity itself.

 

The idea

Reacting to demand, Linney manages The Poppy Shop’s online orders via a dedicated customer contact centre which operates on a daily basis until 10pm. On top of this, the centre also manages postal orders received from the customer catalogue.

Staff and approved volunteers from The Royal British Legion are able to get what they need using the Linney MyStore system, which allows swift ordering and despatch from our premises directly to volunteers’ homes, approved events and premises linked to the Legion.

To ensure picking accuracy, all orders are managed through our in-house stock management system which is used to take care of customer orders across various clients.

To cope with the surge in demand, Linney recruits temporary staff to handle the extra calls and the pick-and-pack operation – with the latter operating on a 24-hour basis in the run up to Remembrance Sunday.

The result

Linney’s hard work behind the scenes means The Poppy Shop can deliver all of its online and postal orders, to the public and Legion staff, on time, every time – even in the face of surging demand.

Linney systems give clients the flexibility to handle changing and competing priorities, so The Royal British Legion can supply its customers with gifts and its representatives with the materials needed for Remembrance Sunday events and more.

 

Lest we forget

Poppy power for The Royal British Legion

Helping a nation remember