Viking Direct

Background

Strengthening Viking’s presence in Ireland

Viking is one of the world’s largest office supply brands and is part of the renowned RAJA Group. For over four years, Air Business has served as Viking’s trusted distribution partner for deliveries to businesses across Ireland. Initially, Viking’s supply chain operated from a UK Distribution Centre, but has since expanded to include an Irish Distribution Centre as well.

Challenge

Challenges faced post-Brexit

Following Brexit, Viking faced significant disruptions in delivery performance to the Irish market. Stock was frequently held up or returned damaged, resulting in severe customer dissatisfaction and a notable loss of business as clients migrated to other suppliers. Before partnering with Air Business, Viking struggled to retain new customers beyond their third order due to unreliable service. Their Trust Pilot score dropped below 2 stars, and the company lost 40% of its market share.

Solution

Turning the Tide: How Air Business restored Viking’s delivery performance and customer trust

The transition to Air Business marked a turning point. On-time delivery rates improved to over 95%, encouraging customers to continue placing orders and enabling Viking to gradually regain market share over the following 18 months. Air Business also supported the development of direct mail campaigns targeting lost customers, achieving a 10% reconversion rate. Additionally, they played a crucial role in establishing a local distribution centre in Ireland, significantly enhancing order-to-delivery times.