Case Study: Moonpig’s Transformational Journey with Balloon One's Implementation of Infios WMS.
Moonpig, the leading online personalised greeting card and gifting platform, has always been at the forefront of innovation, delighting customers with personalised experiences. As the business grew, so did the scale and sophistication of its operations. Recognising the opportunity to further strengthen its warehouse management capabilities, Moonpig embarked on a bold digital transformation journey. With SCCG as the managing consultant and Balloon One as the implementation partner, Moonpig selected and implemented the Infios WMS. This case study highlights the opportunities, solutions, and outcomes of this collaborative initiative, showcasing Moonpig’s leadership and vision in driving operational excellence.
The Opportunity: Building a Flexible and Scalable WMS
As Moonpig’s operations expanded, the company identified opportunities to further enhance its warehouse management processes. The existing system, while effective for initial needs, had scope to evolve in line with the company’s evolving requirements. These included the ability to seamlessly onboard temporary staff during peak periods and to support smooth operations as order volumes increased.
Recognising the potential to strengthen and future-proof its infrastructure, Moonpig’s leadership made the proactive decision to invest in a new WMS designed to support the company’s long-term growth and innovation goals.
As Iain Swinton, Moonpig’s Head of Operations, explained, “We needed something flexible, something that could grow with us and support the innovation we’re known for.”
Phase 1: Selecting and Implementing Infios WMS
Moonpig’s leadership team took a proactive and strategic approach to selecting and implementing a new WMS. They partnered with SCCG to guide the selection process, ensuring that the chosen system would align with their operational needs and long-term vision. After a thorough evaluation, Infios WMS was selected for its flexibility, configurability, and ability to support innovation.
Once the system was selected, Balloon One took the lead on implementation, working closely with Moonpig and SCCG to ensure a seamless transition. The collaboration between key individuals was instrumental in the project’s success. Viktor Dlustus, Balloon One’s Project Manager, partnered closely with Emma Whitehead from Moonpig to ensure alignment and smooth execution. Meanwhile, John Burgess, Balloon One’s Innovation Director, played a pivotal role in driving innovation and ensuring the system was future-proofed to support Moonpig’s growth.
Key highlights of Phase 1 included:
- Greater Stock Accuracy: The new system enhanced stock management processes, delivering consistently accurate outcomes.
- Enhanced Picking Efficiency: While exact figures remain confidential, the implementation led to a noticeable increase in pick rates, boosting overall operational performance.
- No Training UI for Seasonal Workers: Moonpig prioritised the needs of its seasonal and agency workforce, designing a user interface that required minimal training. With seasonal consumer demand and dynamic workforce requirements, this was a key innovation. The system was designed to be intuitive, with simple workflows, minimal clicks, and barcode scanning to reduce reliance on item descriptions. Moonpig involved shopfloor SMEs in the design and testing process, ensuring the interface was practical and easy to use.
As Iain Swinton noted, “We needed a system that anyone could pick up and use within minutes. The simplicity of the UI has been a game-changer for us.”
Ashley, as the managing consultant from SCCG, and John Burgess were a cornerstone of this collaboration. Ashley acted as a team leader and orchestrator, ensuring that all parties were aligned, providing practical advice on automation, and maintaining a focus on delivering value. John Burgess’s expertise in innovation ensured that the system was not only fit for purpose but also future-proofed to support Moonpig’s ambitious growth plans.
Reflecting on the implementation, Iain Swinton remarked, “This wasn’t just about enhancing today’s processes —it was about setting the foundation for the future. Infios WMS gave us the tools to innovate and grow.”
Phase 2: Aspirational Plans for Automation
Building on the success of Phase 1, Moonpig is exploring further opportunities to enhance its operations through automation. These aspirational plans are focused on evaluating new ways to increase capacity and efficiency in key areas of the warehouse, maximising performance during peak-demand periods.
Moonpig continues to assess and consider a range of advanced automation solutions as part of its ongoing commitment to operational excellence, innovation, and continuous enhancement.
As Iain Swinton explained, “We focused on simplicity and impact. By starting with the basics and concentrating on what mattered most, we were able to deliver real value to the business and our customers.”
Collaboration: The Key to Success
The success of Moonpig’s digital transformation journey can be attributed to the strong collaboration between all parties involved. Moonpig’s leadership fostered a culture of teamwork and innovation, ensuring that every stakeholder was aligned and focused on delivering value.
This project involved over 30 internal stakeholders at Moonpig, making it one of the most ambitious operational initiatives the company had undertaken. Clear communication and defined roles were critical to its success.
Key strategies included:
- Clear Roles and Communication: Moonpig’s leadership team, including Emma Whitehead, worked closely with Balloon One’s Viktor Dlustus and John Burgess, as well as SCCG’s Ashley, to ensure clear roles and responsibilities. Daily communication between key team members kept the project on track and enabled swift alignment on priorities.
- Independent Oversight: SCCG provided technical expertise and acted as an independent advisor, ensuring the project stayed on scope and schedule.
- On-Site Presence: Moonpig went above and beyond to create a welcoming environment for all partners, fostering collaboration and mutual respect.
As Iain Swinton put it, “We wear different t-shirts around the table, but we’re all working towards the same goal. Let’s all work together and have fun doing it.”
Viktor Dlustus added, “Moonpig really rolled out the red carpet to create a collaborative environment. That level of hospitality and openness made all the difference in ensuring the project’s success.”
Outcomes: A Seamless Transformation
The Infios WMS implementation set a new benchmark for operational excellence at Moonpig. The project was recognised internally with the CEO Award for Best Project Implementation of the Year, thanks to its flawless execution and uninterrupted customer experience. The seamless go-live ensured that service continued without disruption, an exceptional achievement for a project of this scale.
Key outcomes included:
- Improved Efficiency: Enhanced processes and workflows translated into significant operational gains.
- Scalability: The new system enabled Moonpig to better manage increasing order volumes and adapt to future needs.
- Customer Satisfaction: Extended picking hours and improved order accuracy enhanced the customer experience, supporting Moonpig’s commitment to delighting its customers.
- Seamless Go-Live: The implementation was executed so smoothly that customers experienced uninterrupted service, a testament to the meticulous planning and collaboration of all parties involved.
As Iain Swinton reflected, “This project wasn’t just about implementing a system, it was about transforming how we work and how we serve our customers. The results speak for themselves.”
Looking Ahead: Aspirational Innovations
Moonpig’s transformation journey is far from over. The company is excited to continue exploring opportunities to leverage the full capabilities of Infios WMS, including clustering, waving, and sequencing. Future plans include evaluating advanced automation technologies to further enhance efficiency and maintain Moonpig’s position as a leader in operational excellence.
As Iain Swinton summarised, “We’ve set the bar high with this implementation. Now, it’s about continuing to innovate and ensuring we stay ahead of the curve.”
Conclusion
Moonpig’s partnership with SCCG, Balloon One, and the implementation of Infios WMS exemplify the power of collaboration and innovation in driving business transformation. By meeting immediate needs and laying the groundwork for future growth, Moonpig has demonstrated its commitment to operational excellence and customer satisfaction.
“This wasn’t just a project—it was a journey,” said Iain Swinton. “We’ve proven what’s possible when you bring the right people together, focus on the right goals, and commit to doing things the right way.”
This case study highlights the importance of visionary leadership, a phased approach, and strong collaboration in achieving a seamless digital transformation. Moonpig’s journey serves as an inspiration for businesses looking to embrace the dynamics of modern warehouse management and thrive in a competitive landscape.