Ecommerce fulfillment excellence. At Radial, we’re redefining e-commerce fulfillment by focusing on the ‘why’ behind every client’s needs. Our interview with Steven Waterhouse reveals how Radial’s client-centric approach sets us apart in the industry.

Can you tell us about the importance of the “WHY” for Radial?
The fundamental “WHY” is pivotal to Radial’s operations due to our client-centric approach. In an industry where major players offer seemingly similar e-commerce and fulfillment services, Radial distinguishes itself through a deeper understanding of our raison d’être. It’s not just about what we do, but why we do it, and how that aligns with our clients’ needs and goals.

How does this philosophy translate into Radial’s operations across Europe?
Our diverse facilities across Europe cater to varying numbers of clients, each with unique needs. This setup allows us to apply our ‘WHY’ philosophy on a granular level. We’re not just providing standardized services; we’re adapting our approach for each client and each facility based on their specific requirements and market conditions.

Can you elaborate on how this client-focused approach sets Radial apart from competitors?

Our core competency lies not just in providing e-commerce and fulfillment solutions, but in comprehending our clients’ underlying motivations and objectives. This understanding allows us not to use the conventional one-size-fits-all approach. Instead, we analyze each client’s requirements, tailoring our onboarding processes and operational strategies according to the results.

This bespoke methodology enables us to offer solutions that are not only effective but also aligned with our clients’ long-term goals and values. By focusing on the ‘WHY’ behind each client’s needs, we can anticipate challenges, innovate, and deliver services that go beyond mere logistics to become integral components of our clients’ business strategies.

Can you give an example of how Radial adapts to client needs?
Certainly. I’m currently working on a project in Groningen. It’s a food and grocery company that cares about the environment and wants to do things differently. Very differently. If Radial wasn’t the business we are, we might say – too complicated, we don’t have a solution. Instead, we’ve offered several different solutions. The customer is very engaged by now.

What are you particularly passionate about in your role?
I’m really passionate about leadership. I come from a training background and prefer coaching. I’ve done a lot of mentoring since joining the business. I’m now responsible for all the trainees across Radial Europe. I believe in developing people and giving them my experience and knowledge. Radial encourages people to be true leaders, to show visions, and to explain to people why we do what we do.

How does Radial’s approach differ from other fulfillment companies you’ve worked for?
I’ve worked for other fulfillment companies, including some of the biggest ones. While they have mandatory training, they don’t take it as seriously as Radial does. Radial focuses on developing people rather than just telling them what to do. We progress, develop, and achieve our goals because of how we treat our people.

How does Radial differ from the other major 3PL’s?
The big difference is that Radial takes a more human approach. When I worked for one of the biggest Radial’s competitors, they would often just undercut competitors without really understanding the client’s needs. At Radial, we’re actually speaking to the clients, understanding what they want and why they want it. Then we’re making bespoke solution designs for the client. That’s a massive difference.

How does Radial approach environmental concerns?

At Radial, we’re continuously evolving our approach to environmental sustainability. It’s not just about following trends; it’s about integrating eco-friendly practices into the core of our operations. We’re seeking innovative ways to reduce our environmental footprint while maintaining operational excellence.

Are there particular challenges in implementing sustainable practices across your facilities?

There are. Our network includes a diverse range of facilities, each with its own unique characteristics. For instance, our Manchester site, which has been operational since the turn of the millennium, presents a different set of challenges compared to our more recently established locations.

These legacy facilities, while rich in operational history, weren’t necessarily designed with today’s environmental standards in mind. This means they require us to be more creative and strategic in how we approach sustainability upgrades.

For our more established sites, we explore retrofitting options that can significantly improve their environmental performance without necessitating a complete overhaul. This might involve upgrading to energy-efficient lighting systems, implementing smart building management systems, or redesigning workflows to reduce energy consumption and waste.

In some cases, where a facility’s infrastructure limits our ability to implement substantial eco-friendly improvements, we may consider more dramatic solutions. This could involve major renovations or relocating to purpose-built facilities that align with our sustainability goals from the ground up.

Our approach is always to find the sweet spot between environmental responsibility, operational efficiency, and long-term economic viability. It’s about making informed, strategic decisions that yield tangible benefits for the environment, our clients, and our business as a whole.

Can you share a success story from your time at Radial?

One I’m really proud of is a project I worked on in early 2023. We implemented a racking project and introduced a tugger train system to eliminate heavy lifting. This made the place more efficient and reduced fatigue among workers. We also reorganized the layout to reduce travel times. By the time I left, every department that had been losing money became profitable due to these improvements.

Does Radial contribute to the community around its fulfillment centers?
Yes, we do. In the UK, we have an engagement group that organizes charity events and donations. We do raffles, car washes, and other fundraising activities, donate to various charities and let employees suggest which charities to support. Our employees are also very busy organizing engaging activities like Christmas parties, summer parties, and barbecues. In a way, that’s also a form of ecommerce fulfillment excellence.

Any final thoughts you’d like to share?
I get a lot of satisfaction from working with our trainees. It’s inspirational to see how they apply themselves and deliver on projects. I believe that if I can pass on my knowledge and experience to others and help them develop, I get more satisfaction from that than from personal recognition, plus, that’s also a way to build up excellence for our ecommerce fulfillment operations.