Growing a successful shareholder network with Rebecca Wayte and Craig Chapman

Here at Pall-Ex Group, our network team plays a key role in ensuring the success of our shareholder membership. Over the past three years, there has been a spike in businesses across the industry falling into administration, struggling with rising fuel costs, labour shortages, and economic uncertainty.

We are committed to ensuring the growth and success of our shareholder members, so we have been working to evolve our network offering and transform what a traditional pallet network looks like.

We spoke to Rebecca Wayte and Craig Chapman, our Network Directors, to find out more about the landscape of the industry and how we are supporting the growth of hauliers in our network.

What are some of the biggest challenges the logistics industry is facing right now?

Rebecca: The industry has been facing some considerable challenges over recent years, with rising operator costs, driver and skilled labour shortages and sustainability and environmental pressures all changing the landscape for the hauliers we work closely with. 

How have we adapted our network offering to support our members?

Rebecca: We have significantly developed and strengthened our network offering to support our members in an increasingly competitive and challenging logistics market. One of the key developments has been the creation of our 3PL offering, allowing members to access a broader range of logistics solutions and create additional commercial opportunities with their customers beyond traditional pallet distribution.

We have also invested heavily in our sales capability, supported by a dedicated sales team and the introduction of a CRM system. This provides a more structured approach to prospecting, pipeline management and business development, helping members to identify and win new customers and grow their volumes.

Craig: Investment in our infrastructure is continuing, with a new hub due to begin construction shortly, with the planned opening in 2027. This represents a significant investment in the future of the network and will provide additional capacity and capability to support our long-term growth.

Technology remains a key differentiator for Pall-Ex. We have invested in market-leading technology, including our Transport Management System and Warehouse Management System. These systems provide greater visibility, control and efficiency across the network and help us deliver a better service for both members and their customers.

What do you look out for in businesses when you are recruiting new members?

Rebbeca: When recruiting new members, we look for businesses that are financially stable, commercially driven and have the right culture to become a long-term partner within the Pall-Ex network.

We look closely at the quality and capability of the operation, including the depot, fleet, equipment, systems and people. We need to be confident that the business has the operational capacity and infrastructure to provide a high level of service to both its own customers and other members within the network.

Service performance and customer focus are also critical. We want members who take ownership, have a strong focus on delivering excellent service and are willing to resolve issues quickly and professionally when things don’t go to plan.

Craig: From a commercial perspective, we look for businesses with a strong customer base and opportunities for growth. We assess the existing freight profile, current pallet volumes and the potential to develop additional business.

Cultural fit is equally important. We look for people who are adaptable and solution-focused, and who understand that a pallet network can only succeed when members work together. Being prepared to support other members, follow agreed processes and embrace network initiatives is essential.

We also consider the geographical fit and how the business complements the existing network. The right member needs to strengthen our postcode coverage, improve network density and create opportunities for additional freight flows without creating unnecessary duplication or conflict.

What are some of the defining qualities that you see in our most successful members?

Craig: Our most successful members tend to share a number of common qualities. They’re commercially focused, ambitious and proactive, always looking for opportunities to grow their customer base, increase volumes and develop their business rather than simply relying on existing freight.

They have a strong customer-first mentality and understand that excellent service is fundamental to retaining and winning new customers. They take ownership when challenges arise and focus on finding solutions.

Rebecca: Successful members must also understand that their success is closely linked to the success of the wider network and work collaboratively with other members. They are supportive of network initiatives, follow agreed processes and recognise the importance of presenting a consistent message to customers and fellow members.

Another defining quality is their willingness to adapt and embrace change. The logistics industry is constantly evolving, and our strongest members are those who are open to new technology, new products and new commercial opportunities. They make use of the tools and support available to them, including our technology, sales, marketing, CRM and analytics resources.

When a new member joins, what support do they receive from Pall-Ex?

Craig: When a new member joins Pall-Ex, we provide an extensive and structured onboarding programme supported by a dedicated Compliance Manager to ensure they have the right support, training and resources to successfully integrate into the network.

During the initial onboarding period, members receive hands-on support to help them understand our systems and ways of working. Importantly, this support does not stop once the member is up and running. We provide ongoing guidance across a number of key areas, including IT, marketing, accounts and analytics, to help members continue to develop and resolve any challenges they may face.

Rebecca: A key part of the onboarding process is ensuring a smooth transition of the member's existing customers into the Pall-Ex network. We support members with the migration process, including setting up customer rate cards, helping to minimise disruption and ensure customers receive a seamless transition.

We see the relationship as a long-term partnership, with ongoing support available as members grow, develop and adapt to the changing needs of their customers and the wider logistics market.

What do you think sets Pall-Ex apart from other pallet networks?

Craig: I believe what sets Pall-Ex apart is the level of investment we continue to make in our members, our people, our technology and the future of the network. We are not simply providing a pallet distribution service; we are focused on being a long-term logistics partner that supports our members to grow.

Our technology is another major differentiator. We’ve invested heavily into our IT software, giving our members and their customers access to some of the best technology available in the market. This provides greater visibility, control and efficiency throughout the delivery process.

Rebecca: We also have a strong focus on commercial growth. Through our dedicated sales team, CRM, marketing support and analytics capabilities, we are giving members more tools and resources to win new customers, increase volumes and make better-informed business decisions.

Ultimately, I believe our biggest differentiator is our people and our approach to partnership. We want our members to feel supported, valued and part of Team Pall-Ex. When our members succeed, the whole network becomes stronger.

If you’re thinking about joining a pallet network, why not join the network that gives you more? Find out more about our shareholder member offering here: https://www.pallex.co.uk/membership