Bol
What our client needed
Bol’s customer service teams handle hundreds of interactions each day across their 900-strong network of call centre agents. When needed, agents are empowered to send a personalised card or gift to enhance the customer experience. To facilitate this, Bol required a fulfilment partner capable of integrating directly with their call centre software - enabling seamless access to product and print data, as well as real-time updates on stock levels and shipping status. The solution also had to be error-free, ensuring the right gift reached the right customer, every time.
What we gave them
Using our flexible REST API platform, we built a fully automated fulfilment solution that combines stocked gifts with personalised print-on-demand products. This required a bespoke production flow designed to guarantee data integrity and precision matching, which is crucial when combining off-the-shelf products with personalised items in a single order.
Paragon manages the procurement and warehousing of all gifts, funding the inventory to deliver cost efficiencies for Bol. Personalised cards are produced using our advanced digital printing technology, with custom messaging tailored to each customer scenario. These are accurately matched with the relevant gift, packaged and labelled, then shipped via the optimal distribution partner to ensure fast, Europe-wide delivery from a centralised location. All orders are fully trackable within Bol’s own systems.
What was the impact
- Over 100,000 personalised orders fulfilled annually
- 30 personalised SKUs supported, with capability to scale quickly
- Streamlined customer journeys that enhance Bol’s brand and drive positive social engagement
- Real-time integration delivers full visibility and control for customer service teams
- Carbon-conscious production methods that reduce emissions and support sustainability goals