An introduction to Spark eCommerce Group - providing eCommerce order fulfilment and contact centre services to leading brands and retailers for over 30 years.

1. AWARD WINNING customer service.
MULTI CHANNEL order fulfilment.
END TO END eCommerce management.

2. Spark eCommerce Group brings
together 30 years of experience,
and the latest in retail innovation, to
form a truly unique business,
working with brands and retailers to
deliver excellence in customer
management…

3. Spark eCommerce Group is at the heart
of multi-channel retail…
Our leading UK provider of order fulfilment and contact centre services, Spark Response, has a wealth of
experience in delivering highly successful outsourced solutions, for brands and retailers. Spark Etail brings
innovation, expertise, and knowledge in ecommerce through our own retail brands. Together they form a
unique business, ideally placed to drive growth for our clients.
“Spark eCommerce Group is a modern, progressive business working with a diverse portfolio of clients across
multiple sectors including charity, home energy, toys, gifts and gadgets, fashion, footwear and accessories to
name just a few. We operate an adaptable and proactive approach to partnerships with a flexible approach to
setup and transition, so please feel free to get in touch if you require any further information or would like to
visit Spark eCommerce Group.
In the meantime, we hope this brochure will provide a high-level overview of who we are and what we do, from
fulfilment centre to contact centre, from IT to our key business support teams and everyone in between.”
Peter Slee
Group Director Noel Lambert
Operations Director

4. AWARD WINNING
customer service…
Managing the customer experience
from first contact to satisfaction.
At Spark Response we believe that outstanding customer service is vital to the continued success of our business
and our clients’ businesses. From order taking to aftercare, enquiries to complaints, our contact centre team works
hard at achieving customer excellence, not just customer service. With a constant focus on training, coaching and
development, we work closely with our clients to ensure that we become their brand ambassadors - a friendly,
mature and experienced customer facing partner (the North East accent is a bonus).
What we do in our contact centre:
• Order Taking
• Customer Services
• Catalogue Requests
• Donations
• E-Mail and White Mail
• Up-Sell, Cross-Sell and Alt-Sell
• Overflow and Out Of Hours
• Banking and Fraud Management Support
• Carrier Claims Management
• Sales and Telemarketing
• Appointment Setting
• Dedicated Team or Bureau Environment
What makes us different?
• Our industry-leading employee tenure
• Our focus on quality management
• Our training and development strategies
• Our flexibility and proactivity
• Our people and culture

6. MULTI CHANNEL
order fulfilment…
Delivering our promises,
fulfilling your expectations.
We’ve been providing order fulfilment support to eCommerce, mail order and catalogue retailers for over thirty
years. With no campaign too large or too small, we have developed a diverse and multi skilled operation, which has
given us the experience and expertise to implement even the most complex of projects with a focused, professional,
swift and cost-effective approach. Our campaigns range from single product eCommerce offerings to full end-to-
end home shopping, retail replenishment and trade fulfilment solutions.
Here’s what we do in our fulfilment centre:
• Pick, Pack & Despatch
• Storage and Distribution
• Stock Management
• eCommerce and Home Shopping
• Retail Replenishment
• Trade and Supply Chain Management
• Returns and Aftercare
• Handheld Wireless Inventory and Picking
• Carrier Despatch Software
• Commercial Carrier Management
• Secure Storage
• Product Rework
What makes us different?
• Our culture for quality and efficiency
• Our innovative technology developments
• Our velocity planning and flexibility
• Our experience of highly seasonal campaigns
• Our diverse client base
• Our people

8. Why Spark?
We have over 30 years experience in order fulfilment
Our people have over 1000 years experience at Spark
We’ve added unique value to some of the UK’s biggest
brands and retailers
Our in house IT systems deliver seamless integration with
our clients’ systems and processes
Our culture of continuous improvement and innovation
delivers further value to our clients year after year
We invest in our people and our business, to ensure our
clients grow
Our Facilities
210,000 sq/ft of flexible warehouse space across 3 units
Over 25,000 pallet locations
150 seat contact centre
Modern offices in an expanding business park, 24/7 security
Located in Gateshead, just 2.5 hours from London

9. A TRULY UNIQUE
service offering…
The end to end eCommerce, order
fulfilment, and customer service partner.
Through our retail division, Spark Etail, we’re able to offer our clients a full eCommerce service that can start at the
conception, design and development of an online store, adding a natural extension to the more traditional Spark
Response offering. Drawing on our experience and expertise as online retailers, we’re able to share digital
marketing and eCommerce best practice with our clients. We own and operate the UK’s largest ethical retailer,
Ethical Superstore, amongst other brands. With a single team approach to implementation and account
management, we believe we have a truly unique offering within the eCommerce, fulfilment and contact centre
industries.
• Campaign Concept and Strategy
• Online Store Design and Development
• Hosting and Support
• Systems Integration
• Storage, Pick, Pack, Despatch
• B2B and B2C Fulfilment
• Returns and Aftercare
• Order Taking and Customer Service
• Outbound Sales and Telemarketing
• PPC and SEO
• Online Surveys
• Digital Catalogue
• Social Media Management
• Online Catalogues
• E-Mail Marketing
• Design Support

10. proven
TECHNOLOGY
Accuracy, efficiency and innovation is at
our fingertips.
We’ve developed our multi functional IT systems to ensure smooth integration of
your business operation into ours. Our in-house developed systems include:
Wireless Warehouse Inventory Management - providing increased picking
and packing efficiencies and quality, streamlining goods-in procedures,
removing the need for manual paperwork entry and administration.
Despatch Management System - ‘cloning’ our carrier partners’ own shipping
systems, allowing order packers to print shipping labels at packing stage, which
has negated the need for additional shipping processes.
External Integrations – Pictured right are just some of the external
marketplaces, software, systems, and carriers we integrate with.
Contact Centre Knowledge Base - allowing contact centre advisers to access
up to-the-minute web-based information relating to our clients, systems,
procedures, products, services and offers.
We have a partnership with a leading IT provider, which gives us the
benefit of off site secure data storage, virtualisation, daily on site support,
and infrastructure development, which underpins our own IT expertise

12. OUR PEOPLE
And our heritage…
A passionate business in the heart of
the North East.
We’re incredibly proud of our heritage in the North East of England. Spark originates back to March 1982, and ever
since we’ve been based in the heart of the region. Currently occupying 3 units in Gateshead's’ Follingsby Park, we
have 210,000 sq/ft of flexible warehouse space, plus a 150 seat contact centre. With close links to Newcastle
International Airport, and Newcastle Central train station, London and other major cities are just a couple of hours
away.
The people in our business are our key differentiator. With an average tenure of over 8 years, our staff have a
combined total over 1000 years experience in fulfilment and contact centre operations. We invest in our people, we
innovate, and we reward, which helps us deliver growth to our business, and our clients’ business, year on year.
Our friendly North East accent is also one of the most popular in the country when dealing with UK Contact Centres.
We’re proud to be at the heart of the regions contact centre and eCommerce industries.
Come and visit, there is lots to see and do, from beaches and our beautiful Northumberland countryside, through to
cathedrals, museums, and of course, our world renowned nightlife. You may just decide to stay….

13. Spark eCommerce Group
Follingsby Avenue | Follingsby Park | Gateshead | NE10 8HQ | 0191 495 9999
sparkecommerce.com