Driving Excellence: How Carousel transformed IM Group’s specialist logistics

Before partnering with Carousel, IM Group faced significant and persistent challenges with its logistics operations for delivering multi-brand automotive parts, including diverse sizes and Dangerous Goods (DG) such as electric vehicle power units, from its warehouses to its nationwide dealer network.

Delivery success rates were historically low, plateauing around 80%. This meant that one out of every five shipments failed to arrive on time or in the expected condition, creating a volatile environment for both the brand and its partners. Frequent late deliveries coupled with high damage ratios continually strained relationships with the dealer network and resulted in excessive customer contact points, ultimately increasing operational costs for IM Group as each failed delivery triggered a “customer service loop.” The excessive number of contact points required to resolve tracking issues and damage claims led to a spike in administrative costs, effectively penalising IM Group for every shipment sent. In a competitive time-critical market, the logistics provider is an extension of the brand, and the inconsistency in final mile delivery was beginning to overshadow the quality of the products themselves.

IM Group was reliant on multiple suppliers for its full supply chain needs, which created operational friction and reduced efficiencies. They recognised a critical need to consolidate services under a single partner, one capable of delivering disruption-free logistics while embracing an innovative approach. Most importantly, they required a provider equipped to navigate future industry shifts, specifically the technical complexities of EV battery transport.

Carousel replaced the existing model with a consolidated, high-performance strategy centred on precision and proactive care. Key implementations included:

Network-driven logistics: Carousel transitioned from a traditional caged setup to a specialised, spare parts network solution. This shift was specifically designed to protect automotive spare parts, resulting in a reduced damages, less mis-sorts and importantly no wasted space.

Proprietary technology: To restore trust & transparency, Carousel deployed Gateway, their proprietary software. This provides dealers with complete visibility over stock movements, directly boosting dealer satisfaction through real-time shipment tracking. The new setup aimed to minimise any delay in communication throughout the journey of a consignment.

Expanded supply chain: By utilising Carousel’s bespoke air and road network centralised around Maastricht & Frankfurt together with in-house customs brokerage facilities, Carousel optimised the distribution flow by implementing seamless inbound stock movements from mainland EU to the UK, ensuring consistent parts availability everywhere in the network.

Case management excellence: Carousel’s customer service team adopted a proactive case management approach, focusing on finding fitting solutions, actively seeking feedback, and resolving potential issues before they impact the dealer.

The partnership has delivered what IM Group describes as “astonishing service.” The impact on operational stability was immediate and measurable, with the reliability rate surging from a previous 80% to over 97% establishing a new benchmark for stability in the distribution network.

The combination of reduced damages and total stock visibility has rebuilt confidence across the entire dealer network. Our client specifically noted that Carousel’s reaction when challenges arise is incredible, a testament to our commitment to reliability. Following this success, IM Group intends to grow this service model across its other European operations, utilising Carousel’s expertise to drive efficiency on a larger scale.

“At Carousel, we pride ourselves on being more than a service provider; we are a strategic partner. We replace rigid systems with a flexible network and proactive approach as our mission is seeing our clients succeed and improve their efficiencies. For every solution we design, we’re committed to prove why we lead the market in Western European spare parts logistics.”

– Andrew Lowery, Managing Director, Carousel UK