On Demand Webinar

Selling in Europe: Managing Ecommerce and 3PLs for Local and International Fulfillment

When selling internationally, businesses taking a multi-channel sales approach, and leveraging third-party logistics providers (3PLs) need to ensure product information is consistent across these different channels, at different warehouse locations, in marketplaces in multiple countries.

When product information is not centrally managed and automatically updated across different channels, the resulting manual process requires a lot of hours of work, introducing errors and slowing down sales and fulfillment.

Lights4fun, the leading distributor of decorative lights for home and garden based in the UK, has built a global enterprise selling across key markets in Europe and North America. Kieran Eblett, Managing Director, Lights4fun, and Federica Invernizzi, ERP Implementation Project Manager at Lights4fun share their insights and best practices in building an organization for efficiently selling into multiple marketplaces.

Topics discussed include:

  • The challenges of setting up ecommerce and 3PL operations across Europe
  • Maintaining accurate inventory in multiple warehouses
  • Opportunities and options for automation
  • The role of integration platforms

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Full Webinar Transcript
Good afternoon, everybody. Welcome to the Celigo and Lights4fun webinar. Today we’re going to be speaking about selling in Europe and, specifically, the challenges and insights we have around managing e-commerce and 3PLs for local and international fulfilments. We are honoured to have Lights4fun as a Celigo customer, based out of the UK, and this session will be– our participants are Federica Inverzzini; she’s the ERP project manager at Lights4fun and Kieran Eblett, the managing director for Lights4fun, as well. A couple housekeeping items before we get started. This session is being recorded, so we will be sending out a recording of this webinar to everyone who registered or attended afterwards. And then this is also an interactive session. So if you do have questions, please submit your questions either in the question or chat functionality of your GoToWebinar control panel, and we will be taking those questions at the end. So with that, let’s discuss the agenda for today. So we’ll do a very quick introduction to our companies – Celigo and Lights4fun, and then jump into Lights4fun in more detail here, including the business goals that Lights4fun has been trying to achieve, and then some specific challenges that people and companies encounter when selling throughout Europe and the fragmented market. Then we’re going to dive deeper into the specific business challenges and how Lights4fun solve those or has been addressing this through automation and the journey that they took. We’re going to go into quite a bit of detail, in terms of some specific integrations that they have, and then just look at some of the opportunities around Amazon fulfilments. After that we’ll finish up with some results and Q&A. So with that quick introduction to Celigo, for Celigo is an integration platform as a service. If you have not heard of us, we make it much easier to connect thousands of applications together and move data from one system to another. Many of these applications that you see, for example, on the screen are applications that are already in the Celigo product. But even if it’s not, if the application has not been abstracted into the product, you can still connect to them via universal connectors such [universal?] API’s adapters, and [EPA?] adapters, web services adapters, and other ways. Celigo specifically has several thousand customers, and we have been in the integration space for over 10 years now. We consider ourselves part of the next generation of iPaaS platforms. One that is much more geared towards the easier to use, yet with the deep technical functionality, to be able to solve both simple and complex use cases around integration and automation. We are very famous for our best practices integrations in the form of integration apps where we create several of these integrations and bundle them into a standalone application that can accelerate how the integration is done. We are also a global company. So headquarters is in California, but we have a presence in EMEA. Our engineering offices are in India and we also have an office in the Philippines. With our global expansion, our team in EMEA is based out of both Amsterdam and the UK serving all the EMEA European markets. And we also announced, last year, the launch of our data centre in Hanover, Germany specifically for use in GDPR compliance for European customers. So with that, I would love to hand it off now to Fed and Kieran to introduce Lights4fun and go into more detail into their systems and architecture. Yeah. Thanks, Rico. Really happy to be with you all today and good afternoon to everyone. I’ll do a quick introduction into Lights4fun and then I’ll pass over to Federica who will talk you through things in a little more detail. A few notes about Lights4fun are on-screen at the moment. So we are the leading European retailer of decorative lighting. We are purely an online player. So specialising in our own branded website. So we have three websites: here in the UK, Germany, and France. All built on the [inaudible] plus platform, that we’ll be going into a bit more detail, I guess, later in the presentation. We have an Amazon presence across Europe and North America. So that’s servicing our customers through both the FBA and the MFN channels. And all those Reach to Market are well-supported by our 3PL partnerships: here in the UK, second 3PL in Germany serving all our mainland European customers, and our US 3PL servicing North America. That is all done from our very small team of 40 people all based here in a single office in Harrogate. Now, as a business, I guess what we– that’s a bit about the What we do. But what do we stand for? Well, care is really at the heart of everything we do. So our customers, our employees and then the products. The product is our lynchpin, both the quality and the design of our products. We care about the experience that we give our customers. It’s really important to us that our customer experience really does exceed our customer’s expectations. And we’re really aware of our local and sort of wider communities, working with a number of local and national charities. And just next week, we’ll be officially launching our partnership with Starlight charity. A charity here in the UK who brightens the lives of seriously ill children. And it’ll all be rolled out on our website. So really humble to be working with those guys. So they’re a bit of the– I suppose more the motivations for doing what we do. In terms of our business focus, well, that continues to be around growth, as any business would probably say. But we’re really conscious that our growth will come from further channel and geographic expansion. So it’s really important that we’ve got the systems in place to support this and ensure that that growth is sustainable. We know we might only get that one opportunity to impress a customer so it’s really important that they get the best possible experience when they deal with Lights4fun. To support this, it was just over a year ago, so probably about 15 months ago, we went live and we made some big changes to our tech platform. We launched our three [inaudible] sites that I mentioned earlier. And on the same day – it seemed like a good idea at the time – but at the same time, we went live with Netsuite as our new ERP system. we chose Selego as a tool to build all of our integrations between our ERP and all of those various sales channels and 3PL integrations. So it’s a huge change operation for the business and inevitably came with a number of challenges, especially as we set ourselves a pretty tough four-month deadline to get everything done. Now, I’m really happy to say in that time, we hit those deadlines, and that included building three different website integrations into NetSuite. We had to do six different Amazon integrations into NetSuite and we had to do three different 3PL integrations into NetSuite. And we were able to do all that in that time using the Selego tool. So a real driver in terms of us getting live and to the deadline that we set ourselves. So now, I’m going to turn you to Federica, who led the project and will be able to talk through some of those challenges in far more detail. Over to you, Fed. Thank you, [Keiro?]. So I’m Federica, and I’m ERP manager, a project manager here at [Elisa Phone?]. I just thought the next step in this journey should definitely be talking about the challenges that we can have when selling and fulfilling in Europe. Of course, it’s very linked to culture selling in different countries. Each country has its own specific marketplaces and preferences. Obviously, it’s down to culture. It’s down to personal preference. Some people like to buy from a trusted marketplace, so that’s when, obviously, Amazon and eBay are the big giants of this, and lot of our customers do like the idea of obviously having a big giant like Amazon always having their back in case of any issues. But also, we do have customers that prefer buying directly from us. So obviously, they will favour then our website because of the level of care that we can provide the more, let’s say, tailor-made experience that they can have compared to, obviously, a global website like Amazon is. And also, there are differences between the countries in terms of product selection as we have seen the different styles, different type of products sell more in some countries than others. Of course then, the challenge that comes with selling to these so many countries obviously are to always keep the stock in the right place and it’s almost like everything has to be in sync in a way or another because inventory has to be replenished, the pricing needs to be adjusted in accordance to the market, the demand but also the different costs that we can encounter in different countries. And then, of course, you need to make sure that the stock is not only a good level but it is in the right location. I’m sure that these are very similar challenges to the ones that sellers can probably encounter in the US. Obviously, we have the other complication that we are selling and dealing with customers in different languages. Obviously, as we said before, Amazon, big giant, a lot of customers love buying on Amazon, and obviously, we need to keep up with Amazon. Of course, every single step that Amazon takes into expanding further in Europe means that it’s a great opportunity for us as a company or for any sellers, really, in Europe. But if we want to take advantage of those opportunity, we need to keep up with Amazon. And obviously, Amazon, it’s a great way to test the market, test the product, to check if there is a demand for a certain type of lighting over another. But of course, you want to keep this initial effort when you’re testing a market. When you’re testing a product, you want to keep your effort in terms of cost and in terms of time as low as possible because otherwise, of course, the risk that you main counter is actually completely overpowering your opportunity. Of course the more countries we sell in, the more challenges we face, and a big challenge obviously is tax. Every country has their own [perks?] so it’s definitely, I’d say, the tax side of things is probably the biggest challenge that we’ve encountered so far. We are working with [Celigo?] to try and improve our process and see how they can help us make it even better. So then we can slowly, let’s say, tick things off our list and reduce the number of obstacles that we can encounter. And of course, there comes Brexit that, in terms of tax and duties, can even make everything a step worse. Obviously, at the moment it’s still a bit uncertain. There’s still things moving. But as a company, the best thing we can do is just to be prepared and that’s what we’re going to do. So yes, we have quite a few challenges but we’ll show you in this presentation that there’s ways to overcome those and take full advantage of those opportunities. In terms of the biggest challenges that [inaudible] as a company face, of course, they’re very similar challenges to what I described before in more general terms. Several countries with different sales channels. Inventory spread across multiple locations that obviously needs to be available at the right time, in the right place, and be the right product. Of course, there’s great opportunity for growth, great opportunity for expansion, but we need to be able to take full advantage of those and to do that, obviously, we need to have the kind of business agility that, I’d say, that can allow us to always react to what’s happening in the market and what’s happening in Europe. And obviously, we need a system then, that moves with us. So a system that can support this unpredictability and obviously the fluctuation of the market and the sales and [inside?] at the same time we need a system that can be accessible for us and doesn’t require in-depth technical knowledge. And, as I’ll show you in that next slide, our previous architecture wasn’t helping us with that at all. So this is how the [inaudible] architecture was before, as Kieran described, before we moved to Shopify, before we moved to Netsuite, before we started using Celigo. So first big difference. We had a cloud server and we had a server on-premise here in the office. So obviously that requires extra cost. They require planning and also because of the way the system was set up, we were required to provide estimates of the volumes that required bandwidth for our connection. Of course, as I said before, opportunities come suddenly. Volume changes due to market changes. We may have spike in sales for example on a random week because an Instagram influencer has bought a product and talked to their follower about it. So we need to be able to be more flexible in terms of expecting the [unexpectable?], if that’s something we can say. Of all these integration that you can see on the screen, we didn’t actually have any true API except for the one to the UK warehouse and the applications we were using were not standard. So it’s very well described by the colours here because the way the Amazon channel, the Amazon Marketplace’s were Link to our main system was not the same that our eBay accounts were linked to the main system. It wasn’t the way that the website was linked to our system. So, of course, we were having different applications for different integration. Then obviously, what you learn with one application doesn’t replicate it with the other. So, of course, there’s a lack of a learning potential because every single issue, every challenge, every error is new. It’s different. And the biggest challenge we had was the fact that all this integration were built by a technical team in the background. So obviously, we had a lack of visibility and we were absolutely reliant on their technical support. Which of course, it’s all good when things are going well, but when things are going wrong, obviously, we need to be reactive. And unfortunately, with our previous architecture, this wasn’t possible, to the point that we had somebody in the team spending between 70 and 80 percent of their time simply managing the relationship between us and the system administrator in terms of supporting us with any technical issue. Of course, in terms of growth and expansion, in a structure like this, there’s just simply not enough support to grow, to expand, to move forward. So then we really need a system that can be just as fast as our business. And this is why then we moved to our NetSuite and Celigo combinations. Of course, this is a system that can grow with us, can expand with us, and we have outsourced the technical knowledge but the day to day maintenance is still in-house so we can guarantee the faster response in case of an issue. We have collaborated with a solution provider that is a Celigo partner. So then if we are taking away that day to day from them, when we work with them we actually work on big tasks, on big improvements, rather than just be dealing with hiccups. So with this system now we don’t have to worry anymore about capacity, about predicting volumes. We have no service fees. It’s a system that is more flexible so it can stretch and shrink as our volumes, as our business shrinks and stretches. Of course, because of the user-friendly interface, that Celigo presents, then we don’t have to worry about not being able to do it on our own essentially. So this is how our system looks at the moment. So as Ciaran said before, we went live with everything at once. It was a big big project. Nobody in the business could really not be involved in this because it was such a massive task. But you can see here how all the negatives I mentioned before, all of a sudden, become positive. We have this daily maintenance in-house so we don’t have to dedicate a role specifically to deal with it, to deal with issues, and to look after the whole relationship with the system. And then because of everything being sent around Celigo, then best practices can be easily replicated. So there is actually a learning process within the business, and I mean, having been involved from the very beginning it was just amazing to see how self-reliant and independent we can be now. And of course, then every challenge is a learning opportunity and every challenge resolved, it’s a chance for that not to happen again in the future. Of course, we still rely on our partner to build the bigger integration. So our API with the warehouse. The FTP file exchange with the German warehouse. They’re still, of course, built from scratch from our partner. But again, the maintenance, the day to day is still on the same level as everything else and is still managed within the company and within each department and within different teams. What I’d like to draw your attention to is how all of a sudden we have another little Amazon bubble, that is the Amazon FBA. This is, for us, it’s a great, great achievement because previously, we’ve never had full visibility of our stock. There was Amazon Fulfilment Centres. So for us, this was definitely a great improvement which [inaudible] to details later on. We’re going to dive deep into a 3PL integration now. Because obviously, when we talk about fulfilment, this is key for us. It’s a quite complicated one but the good thing of it is that there is still space for improvement. There’s still space to grow. There’s still space to make it even better. This is one of the integrations that our partner Catalyst built for us. And again, all maintained house. Just to touch on a few improvements that we had from our previous architecture, we are now self-reliant on our system in terms of stock. We don’t receive the stock levels from our warehouse but we do have an overnight check that runs a comparison for us to make sure that we are always in line and that every single unit is accounted for. We now send containers [ASMs?] directly to our warehouse and then when they have completed the receiving process, then we get it back into our system and the stock is then available for us to sell which is something that was just dealt with very manually before, so a great, great improvement. And of course, all these automation, all this, not only makes us more efficient as a company, but it gives us a boost in many different areas. So in terms of growth, of course, because of the way Celigo is one platform that offers all these different features, we can quickly integrate when a new warehouse and we’re talking really a big difference with nine months versus two weeks which I think it’s pretty self-explanatory of how much of a change that can bring. And of course, this is a great way to deal with any changes in the market, any situation that require fast reaction. For example, if our warehouse has an inability to deal with a higher demand then you can integrate a secondary warehouse to help with that. You can’t do that. Take you months or years. You need to be reactive to it. And weeks is definitely a good timeframe. And of course, because we have this control, this very user-friendly UI, we now have control and visibility or when our orders are going out, when [inaudible] coming back into the system. So we had a challenge, let’s call it, a couple of years ago in which all of a sudden, the system stopped sending orders to the warehouse. They thought that we’re having a really quick and easy day, and we didn’t even know that we were technically creating even a bigger problem for ourselves which is something that now, we have visibility and we have, therefore, control so we can make sure that any issue is dealt with in a timely manner. And of course in terms of growth, a step before being flexible and being reactive to the changes in the market. But of course, in terms of transformation, in terms of efficiency, we’re not sending spreadsheet anymore via email to deal with transferring stock from one warehouse to the other, sending stock to Amazon. So, normally, emails. No more manual spreadsheet. And that obviously goes for the efficiency of the whole system as a whole, but also for the efficiency of our team. Then there, we can use our time and dedicate our spare time to work more on the business rather than work more on emails. And finally, as we said before, that business agility that is so, so important to be able to grow. And we need that agility to be the business agility, but also the system ability. We need to be able to respond to any changes. We need it to be able to respond to any event. And of course, having a 3PL integration is so important to now be able to only rely on Amazon and Dell for firmer network. I mean, the situation currently with COVID was a very good example of that. When Amazon was in despatching orders that were not considered as primary and necessary. So obviously, having a 3PL integration in place meant that we can still fulfil those orders for our customer in the timings and the timeframe that they were expecting. And also Christmas, I’m sure that other sellers would have experience and delays in booking in stock from the Amazon side with trailers waiting outside of a fulfilment centre for several hours, several days. Of course, if we were dependent on that, we wouldn’t be able, really, to survive. And this leads us quite nicely into Amazon. Amazon is a great way to be able to expand. It’s a pretty good platform and of course, you have the kind of help of a giant open in the way to you. As we said before, we finally have full visibility of our stock at the Amazon fulfilment centre, and by going through this, I just want to show you how important this is because, obviously, Amazon is always evolving. And I’ve been working less with [Fun?] for the last five years, and I’ve seen such a big push that Amazon have put in the European market with no doubt. Then five years ago, they started the unified account. So under one account, we could have five different marketplaces. They were the UK, Germany, Italy, France, and Spain. And then That has evolved into the localised FBA facilities. They’ve started opening new fulfilment centres every year. And just to give you some numbers, to give you an example, the Italian marketplace only opened in 2010, and the first fulfilment centre was opened in 2011 and it has grown so much in the last five years that actually, it has now become bigger than the French marketplace that opened in the beginning of the 2000s. And they opened four new hubs just in 2017 and they only had two before then. So just to show how much of a difference just what may feel like a very short time. But actually so much has happened in those. And then the third model that I introduce then is kind of an evolution of course of the previous, is the pan-European model. So this was just a very very obvious representation of how much Amazon wanted to help the seller with the European expansion. So they were allowing sellers to send their stock into one European country. Their algorithm was distributing the stock across the countries in order to respond to demand locally. Of course, we’ve got Brexit now that’s creating a bit of a challenge with the pan-European, but still, that is very true for continental Europe. So Amazon is pushing the sellers to let them help them essentially. And this is how, of course, we were able to take advantage of the Amazon opportunity. Of course, FBA is such a great opportunity to test new products and market because you can count on their support and their help. And now with Celego, for us, it’s been even easier because we can manage all our shipments to Amazon directly by NetSuite. And again, no more emails, no more spreadsheets. And we know that the stock is there because we have it in NetSuite because it came through on Celego. And it just makes it so much obvious how Celego is a great tool to support a European expansion because we can now know that we can [inaudible] knowing that we can integrate a new FBA market very easily. At the moment we have three accounts in Europe. We currently sell in five marketplaces to the whole of Europe. And obviously, with Amazon, the opportunities for all sellers just continue to expand. Just been announced that Amazon Sweden will be very soon launched. Amazon Netherlands was just launched very recently. So there really is a lot of opportunities especially with the Amazon model for sellers in Europe. And of course, we talked about 3PLs before and how important it was for that. If we think about joining the two, joining the 3PLs and the support that Amazon offer with their network, then, of course, it’s essentially doubling up Europe and doubling up the opportunities. Because, of course, from one side we have the Amazon Network that helps us enter into the market and it makes a really low entry cost. And on the other side, there’s still the chance by Celego to easily implement 3PL integration and then we can take advantage of the merchant fulfilled side of Amazon. And then we can offer products that perhaps may be a bit too pricey to service from an FBA perspective. So there’s really a good variety of opportunities in Europe especially by Amazon and with the help of Celego. and just to wrap up, I’m now going to pass it back to Kieran just to show you again how much that has helped us. Thanks ever so much, Federica. That was great. Thank you. So I just wanted to try and maybe just bring all that together, really. So [inaudible] has been a game changer in terms of the switch to NetSuite and Celigo and ultimately to [inaudible] into Amazon as well. And how’s that helped, so I think to pull out some of these key points Federica talked about. Well, number one on the list we’ve got there is visibility. And that’s a huge one for me. So in the past, if an order didn’t get through from Amazon to our system, we didn’t really know about it until the customer would give us a call two or three days later saying, “[inaudible] what’s going on?” And if we go back to my point at the very start of the presentation around customer experience, just having that one opportunity to get in front of the customer. But now we can see straightaway if there is a problem with an order, it’s not getting from Amazon into NetSuite for whatever reason, and the Amazon team within our business are able to go in there, make the fix, and then it flows into NetSuite and through the fulfillment process. So having that visibility, being able to be proactive, and being able to support our customers rather than finding our customers are coming to us, for me that’s a massive take. The capacity point, well, if we think of the way the sales have been spiking, I would say it’s an understatement for many e-commerce retailers over the last six months, and having the ability to scale with minimal notice, it’s huge. And we’ve seen how NetSuite and Celigo have demonstrated that over the past 15 months that we’ve been with this model, and it’s worked so well. And that also helps me sleep more easily at night. Federica, it’s around how quickly we can add new integrations so that time to go live is issued and it just means that we’ve got a system architecture that really supports our strategy and really supports us to be agile and nimble. So, again, just supporting the business rather than the business biting against our systems. Whilst on the MD, I am an accountant by trade, so I love things like best practice and consistent processes applied across the business. And that’s something that the whole setup gives, so that’s great. It means we know exactly how things work across the business. And finally, on there we’ve got the at the in-house resource, so you have minimal in-house resource required for the ongoing maintenance. And this is a big thing for me. There is far less ongoing maintenance, which allows Federica and our support in agencies to help us develop and do things better rather than kind of worrying about the day to day. And we haven’t really put it on there, but I suppose the sort of bigger picture as well in terms of the shift in NetSuite is just that one truth. Federica talked a lot about spreadsheets and emails in her piece of the presentation there. But by having everything through Celigo into NetSuite just gives us that one version of the truth. And again, that’s a real step forward for our business. And it’s all around having all those foundations in place to support us as we continue our growth journey. So as a business, we’ve seen some real benefits from the changes that we’ve made and we’ve kind of [inaudible] the last 15 months or so. And on that note, I’ll hand back over to Rico. Thank you so much. Really appreciate all the insights and the presentation here. We’re honoured to be one of your vendors and to participate in this journey with you and certainly look forward to getting some of your products myself. We do have some questions, and we’ll take Q&A now. Again, if you have questions, feel free to continue contributing them on the chat or the question portion of the go-to webinar interface. But to start off, can you describe what your operational team looks like? Yeah. So shall I take that, Federica? Yeah. We have our web team, and we have our Amazon team, and we had our customer experience teams. So I guess, that’s kind of the operational piece. Our Amazon team, who are responsible for the front end in terms of Amazon, they are now also responsible for the Amazon integration as well. So just to be clear, they’re responsible for kind of the ongoing, the day-to-day. And that’s a real difference we’ve made is that we’ve been able to push those systems down to the different teams, so they’re owned at an operational level rather than being owned I suppose by IT, so to speak, and that’s made a big difference. And it’s actually the guys on the front line who own their bits of the integrations and well-supported by Federica in terms of building, development, so in doing the initial installation, etc., all the initial implementation. Sounds good. How do you decide what you build in-house yourself, what you’re going to buy, or where you’re going to hire additional consultants to help you? Well, that’s really easy, Rico. We bring any development work, we get support from our consultants for that. So Federica is incredibly commercial and business-facing, and she provides our link between what the business needs and then dealing with our external consultants. So we have a strategic decision not to have in-house development, and we go out there to find the best-in-class products to support us on our journey, whether that be Shopify and the Shopify ecosystem or whether it be NetSuite and different plugins into NetSuite, and obviously, yourselves in terms of this Celigo piece. And that’s the real reason why we use Celigo because we don’t want to have that in-house team. We want to leverage off the knowledge that you get from dealing with people like yourselves, who are dealing with, like you said, 2,000 different companies. So we’re not trying to reinvent the wheel every time we want to do something. It’s a bit of a mantra I have around the office. It’s a good mantra. What do you do to manage reverse logistics and returns particularly with international sales? Well, whilst we operate internationally, we operate 3PLs domestically, so we’ve got a– so all our UK returns will come into our UK 3PL. All of our European returns will come into our German 3PL. Well, particularly, our German– sorry, our German website returns will come into our German 3PL, and in France, we have a small location that specifically deals with returns for us. And then, of course, we have the Amazon sites, but primarily, FBA is dealt with by Amazon. And then it only really leaves Italy, where we offer a merchant fulfilled, fare functionality, and those returns and has come back into our German 3PL as well. So we really use Germany as a hub for our European operations. Got you. If you had the chance to do this again, what would you have done differently? Oh, that’s a great question. That’s a really good– I bet Federica might say to me, I’ve given her five months rather than four months to do it, or six months rather than four months to do it. Yeah. That was my first instinct. Probably a bit more time. But at the same time, I think that if we did have let more time, we probably would have– I don’t know if we would have done it any better because I think sometimes, having a lot of time feels like a luxury, and you let yourself go. We’re having such a stretch time, so four months was such a big change, I think, in really the best out of all of us, we knew we needed to do it. We knew we needed to do it right. I think the big one, Fed, is probably– it’s a serious point, actually, the extra time. We would have had more chance to do more testing. We learned a lot in those first 90 days of being live. And there was a lot of work that went into do a– I would describe a lot of small fixes. So we went live on the 1st of July. And as a business, it was working. And certainly, to our customers on the outside, it was working but we were probably a little bit like a swan for those first 90 days. Whereas we were trying to kind of just make fixes in the background. Had we had longer, in terms of the implementation phase, then it would have allowed us to just probably do more extensive testing. And it would have saved some of that. But I’m not sure that, whilst that may have made our lives internally a bit easier, I’m not sure it would have made any overall difference to our proposition to the customer. Yeah. That’s very interesting. Have you had to make any changes to your plans because of Brexit or the recent shifts in the marketplace with COVID?. Yeah. The Brexit point is interesting actually. So, one thing we didn’t do was to join the pan-European, the Amazon pan-European offering. And the reason for that, we were just unsure as to combining our UK Amazon account into the European accounts, how that would then get split up because of Brexit. So in a way, Brexit hasn’t changed what we have done, but it has sort of delayed things. So we’ve been kind of waiting and waiting, ourselves, the rest of the– I was going to say the world, but probably just the UK in terms of what’s going to happen. So we will probably push into the Amazon pan-European model from the 1st of January 2021 and look to do that purely then in mainland Europe. And obviously, the UK will be kept separate. So I think, had it not been for Brexit, then we’d have been pushing to be part of the pan-European piece a lot earlier. Lots of efficiencies come with that. So I think that’s probably the main thing. In terms of COVID, probably giving ourselves extra 3PL fulfillment capacity, particularly for some of our larger items which are seasonally based, because of social distancing measures etcetera, that had an impact on our core 3PL in terms of their storage capacity. So, and because of that we then had to do quick integrations as Federica explained. So they’re probably the two key ones I would say. What was the learning curve with the NetSuite in [Celigo]? Yeah, it was pretty steep for the first few months, I would say. But again, that comes back down to that really tight deadline that we set ourselves, and there were other good reasons for that, particularly around just ensuring the Shopify sites were live well in advance of the sort of Christmas trading period. But I think my biggest piece of advice would be to ensure to anyone going on a similar journey would be to have somebody like a Federica, so someone who really is able to understand what’s going on and can kind of sell that and train that to the business. So we weren’t relying on our consultants to train the wider business. That was Federica’s role. And she was able to kind of get all the info from the various consultants and then spread that out, which meant that if people needed to be trained once, twice, three, or four times on something, then we weren’t constantly going back to consultancy. We obviously would then move on to different projects. So I think Federica’s role and Federica herself was a real critical linchpin in what we did. Do you also manufacture your own products? No, we don’t manufacture. We work in collaboration with a number of suppliers across Europe and the Far East. So we work very closely in terms of developing our products. Excellent. I think, just give me a second here for another question. I think this might be it. Thank you so much again, Fed and Kieran, for putting this presentation together. Really appreciate all the effort you put into this. This was a very insightful presentation and hopefully helpful for everyone who is joining us right now. I just wanted to thank you. And again, we look forward to continuing our own relationship with Lights4Fun and seeing what you guys are going to be doing in the future. So thank you, again and thank you everybody for joining us. We will be sending out a recording of this after the presentation. And with that, I think we can conclude this webinar.

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