It’s party time!
The Party People is Australia’s largest party store, offering everything a good party needs, from novelties and games to costumes and decorations.
“It was started by my mum 30 years ago when she was a clown who did kids’ parties,” says Dean Salakas, CEO and official ‘Chief Party Dude’. “The store launched online in 1999, which was really early for e-commerce.”
When Dean and his brother took over the business in 2007, the business was “at a tipping point and ready to explode”, thanks to the massive uptake in online shopping.
“When we took over we introduced a flat shipping rate Australia-wide. That was pioneering in the industry at that time and it really accelerated sales growth,” says Salakas.
Sales tripled, and the business went from two employees to thirty in next to no time.
The quest for great service
“Delivery service always comes down to flexibility for the customer. We’ve gone from regular post to express post to same day delivery,” says Salakas.
“People have parties on the weekends and they typically leave it until the last minute and need things urgently. Our biggest challenge has always been that there’s no room for error if something goes wrong – it’s not like you can just send it again. It’s no good if it’s not there in time for their event.”
Previously, The Party People had used various delivery services and couriers with consistently poor results.
“We had heaps of problems… There was all sorts of mess and to be honest we were pretty fed up. Stuff was getting lost or not delivered in time. That was compounded by the fact that customer service was terrible, and you couldn’t even figure out what was going on. Then on top of all that the pricing wasn’t competitive.”
Salakas notes that while pricing is definitely a factor, at the end of the day, it all comes down to service.
“If a delivery fails it doesn’t matter whose fault it is – it’s our fault. If you have a delivery provider that stuffs up and has poor customer service that reflects on you and you lose the value you’ve created with that customer. They’re an extension of your brand.”
Along came Zoom2u
After exploring a few different options, the company decided to use Zoom2U for its same-day delivery service, which promises that if an order is received by 11am the customer will receive it that day. Zoom2U’s online delivery platform connects customers with Australia’s best couriers and users can rate their service experience.
“I think this peer-to-peer thing is great. The price is more competitive, and the service is better. It’s like why do people catch Uber? Same reason. The service is better because you can review the Uber driver. It’s a no brainer.”
The improved service has reduced headaches for Salakas and his staff.
“As a CEO, when we were working with other couriers I’d hear about it all the time – the problems, unhappy customers, requests from my team to switch courier companies. Now I never hear about it – that’s how you know it’s going well. That puts my mind at ease.”
“I’ve recommended Zoom2U to other business owners many times and will continue to do so. The service is great and the pricing is competitive.”
[KEY TAKE OUTS]
The Party People are happy to have made the switch to Zoom2U, enjoying:
- Cost-effective and competitive rates on same day delivery service.
- Dramatically reduced customer complaints about lost or late parcels.
- Improved tracking of parcels online and via Zoom2U’s customer service centre.
Zoom2u is delivery platform connecting you with the best couriers across Australia and offering VIP, 3hr, and Same Day delivery services that can be booked and tracked online, from pick up to drop off. Find out how it works or get a quote today.
