Find out how we helped Cox & Cox grow 20% year on year

Expert Validation of Cox & Cox’s Business Processes

Patchworks’ detailed initial processes for requirement gathering and data mapping, which take into account all elements of the business, mean that Cox & Cox have a solution that delivers on the requirements of the entire business.

Sustained Success

Cox & Cox were already a lean and experienced multichannel player when they were introduced to Patchworks. However, their re-platforming programme involved significant risk, thanks to the scope of the project they were undertaking. Patchworks’ team of integration specialists were instrumental in ensuring that programme was delivered on time and on budget. Year on Year growth of 20% since launch demonstrates the impact Patchworks have had.

A Foundation that can Scale

Thanks to the initial work done between Patchworks and Cox & Cox, the retailer has an integration platform in place that offers them the flexibility and agility they require with regards to on-boarding new channels, opportunities and systems quickly and successfully. As of April 2018, Cox & Cox were already implementing ReBOUND® via Patchworks iPaaS and will be able to snap in other best of breed technologies as they require.

Secure payment options

Cox & Cox required the ability to pre-authorise card payments at the point of order – both online and over the phone – to then charge on despatch. Not complex on the face of it. However, Cox & Cox take a large volume of pre-orders for new / limited production products. Those orders will often also contain lines for items that are already in stock. All of a sudden, payment on despatch for part-fulfilled orders becomes a complex issue. With PayPal and Cancellations also in the mix, along with other customisable requirements, the homeware retailer certainly didn’t make life easy for themselves. Patchworks ensure that payment communications are kept clean and simple, enabling Cox & Cox to offer the level of service their customers require, whilst helping to ensure that payments are processed securely, efficiently and without error.

Putting the ping in Shipping

With a product portfolio that ranges from ottomans to outdoor dining sets and rugs to brass hooks, Cox & Cox have to cater for a vast range of delivery options – with more than 30 on offer at the time of writing. The Company continue to push the boundaries of what can be offered to the customer, confident in the knowledge that Patchworks will be able to handle the requests and map them into a format that their NetSuite ERP and other systems can understand. More importantly, the Patchworks iPaaS means that there is flexibility built in for changes / additions to be made quickly and easily as they are required.

Stock Levels and more besides

Pre-sales, seasonal product and the vast array of processes that come with any established multi-channel retailer mean that stock levels can’t just be fired up to Magento. Defining custom rules and mapping within the Patchworks iPaaS has enabled Cox & Cox to fully control and automate their eCommerce stock levels from their back office, without having to compromise on functionality or the complexity their business model requires.

An extension to TeamCox

Having worked with a variety of eCommerce and ERP platforms during his career, including Hybris, SAP and Demandware, Aynsley is in an excellent position to compare the level of service Cox & Cox receive from Patchworks. Whilst running the interview for this piece, it became clear that Patchworks’ consultative and collaborative approach was key to the success of the system re-platforming as a whole. Team Patchworks’ ability to collaborate with Cox & Cox, NetSuite and other stakeholders in the re-platforming project ensured that roadblocks were removed and bumps in the road were smoothed out, enabling a complex program to remain on course.

Year on year growth of 20%

In addition to mobile sales increasing by 44%, they have maintained a year on year growth rate of 20%.

Peak trading saw Cox & Cox processing 5 orders a minute

November 2017 saw Cox & Cox processing an order every 12 seconds at the height of peak trading, with more than 6,000 live orders being worked on in their systems at any one time.

Patchworks ensured that the first peak for the new environment scaled successfully and have put Cox & Cox in a position where they can continue their rapid growth without fear of how their systems will cope.

Patchworks really joins everything together and allows us to get into the Omnichannel piece.

It’s not just about the numbers though. In addition to handing higher volumes of orders, Patchworks enables Cox & Cox to deliver when it comes to omnichannel retail, connecting their best of breed systems seamlessly and orchestrating the flow of data to ensure that customers receive a consistently excellent experience, however they interact with the retailer.

“Continue doing what you’re doing.”

Team Patchworks are always looking for ways to improve our software and our service, so when we asked Aynsley what would have made Cox & Cox’s Patchworks Experience even better, he said nothing! When we pushed, he simply asked for more of the same. The homeware retailer know that the collaborative partnership that they have with Patchworks means that they have the best of all worlds. Awesome, personal support when they need it, coupled with a scalable flexible platform and industry experts who are able to share best practice with them.