Case Study Broadberry Data Systems

Case Study: Broadberry Data Systems

Who recently switched to DHL.

Broadberry Data Systems supply a whole host of computer technology to the world's biggest brands - it started 30 years ago with the owner fixing people's computer issues. Following an initial widening of services and a 90s sales boom, Broadberry decided to concentrate on the supply of industrial styled rack mount servers and storage solutions in the 2000's.

Why Broadberry switched to DHL for their UK and International deliveries....

''Reachable and accountable''

''Issuing of daily reports''

''You're able to talk to someone who can sort things out for you quickly''

''We trust them to deliver our product in good order and on time.''

''They have essentially made one aspect of my job far less stressful."

''DHL's delivery technology is "Very clear and straightforward."

Part of the reason Broadberry made the switch to DHL was because another logistics competitor was not keeping to their promises. "Bad service is bad service, no one wants to be associated with that.'' And, because a great deal of their new business comes from their website, good brand perception is everything for Broadberry.

Bryn Downing, the General Manager of Broadberry is refreshingly matter-of-fact about how it's achieved.

"Understand exactly what (the customer) wants, deliver it on time, support it properly, and that customer will very likely use you again. On the rare occasion things don't go to plan, with DHL, you're able to talk to someone who can sort things out for you quickly."

With Broadberry putting so much effort into ensuring a successful and attentive customer experience, Bryn likewise appreciates DHL's efforts to do the same.

The DHL brand overall provides a lot of trust to customers. Having one reliable point of contact just makes life that much easier...We've experienced very few issues of any kind. If there has been, I have found their customer service responsive and efficient."

How Covid has impacted Broadberry

From TV and broadcasting, to the Ministry of Defense - there's not many industry sectors they don't supply. With a wide client base it has safeguarded Broadberry against potential loss of sales during the Covid pandemic. Their hardware is being used by a number of companies involved in Covid testing, track and trace, and general emergency services, not to mention the high number of companies requiring new solutions to accommodate homeworkers.

Broadberry consider their online presence and online buying experience unique, and with good reason. Many of their products are custom-built. To do this, they ''often integrate new-to-the-market technology into a working solution, then get that complete solution independently reviewed." In essence, this means that the standards of their products are always assessed by a non-bias third party.

Exporting for Broadberry post Brexit

Broadberry now use DHL for all their exports, almost on a daily basis. However, during the height of Brexit-induced uncertainty Broadberry were with another competitor.

"Had we been with DHL during Brexit things might have gone better... Since partnering with DHL, we have received a lot of relevant and helpful information; from online training, various webinars and DHL also went to the trouble of making up templates for certain new import/export documentation that proved to be incredibly useful."

Sustainability and Broadberry

Recognising the importance of sustainability, Broadberry are now being more proactive than ever.

"Environmental company policy is being formulated now and ideally it'll form part of our next level of ISO accreditation. You won't walk very far in our premises before signage will remind you that you too have a part to play."

As new client would Broadberry recommend DHL....(YES!)

"I can say we feel able to trust them to deliver our product in good order and on time. I have found their customer service responsive and efficient - that is such an important part. They have essentially made one aspect of my job far less stressful."

"So far, excellent."

"From a logistical point of view, we can keep our promises to our customers and everyone's happy."

"Customer service is generally quick to respond."

"We encourage all our staff to understand our mission statement, the company's vision and values. One key part of that is to take ownership of what they're working on. Keeping key people updated during that process is part of that ownership."

All quotes provided by Bryn Downing - Broadberry's General Manager.

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