Customer service investment pays off
Independent drinks wholesaler LWC has reported record growth following significant investment in customer service
The Manchester-based wholesaler saw pre-tax profits increase by 34.6%, going from £28.2m at year end September 2022 to £38m at year end September 2023, an increase of £9.8m. Turnover also increased by 15.1%, hitting a new record of £609.9m.
During the year ending September 2023, LWC significantly expanded its footprint, opening new distribution centres in Doncaster, Aylesbury and Andover as well as acquiring Essex-based wholesaler, Hills Prospect. With more than 1.3m square footage of warehouse space, LWC has rolled out a new warehouse management system which will see all depots increase efficiencies, customer order accuracy and service levels.
LWC managing director Ebrahim Mukadam said: “Although we continue to operate in an incredibly challenging market, with the ongoing cost-of-living crisis, staff shortages and price increases, LWC has continued to invest for the future.
“As a family business we have always focussed on our future and long-term growth, for both our customers and our colleagues. Investing in new distribution centres, to ensure we can reach our customers wherever they are, and on time, and in new technologies to improve our depot service levels. We will not let a challenging market deter us from our ambitions.
“I can proudly report that our on-time delivery rate is now at 99% – well above average for our industry – and this is something we simply could not have achieve without the re-investments we have made over the past year.
“Our objective is, and always has been, to deliver what our customers want, where they want, when they want. In order for us to continue to achieve this, we will continue to invest in our people, our infrastructure, and our brand portfolio.
“As always, I am incredibly grateful to our loyal customers who trust us with their business, and our incredible colleagues who are real the backbone of LWC.”
LWC has 230 vehicles on the road and 98 Account Managers, servicing 19 depots, all supported by a 100-strong head office function at its Support Centre in Manchester.
The business has also placed a firm focus on its ESG strategy, launching a women’s network, updates to its parental leave policy and creating a national charity committee and sustainability committee.
customer service LWC Manchester
