The company began life in 1998 when both Michael and Debra left their respective jobs to set up their own clothing import company, bringing many of their high profile customers with them. But in 2002 the clothing industry started to change dramatically and the middleman/import sector gradually disappeared. It was crunch time, but rather than getting out altogether, Debra and Michael decided to change tack and redevelop the business.

In 2003 their first website was launched selling commodity clothing online. Spurred on by their initial success, in 2005 they began to focus on event wear, workwear and promotional clothing, securing their first contract in 2006 as UK distributor for JHK (the European T-shirt brand). Then in 2007 Quayside was appointed as UK distributor for Fanshirt. By now the group was looking to acquire its own brand, so when the opportunity arose in 2007 to purchase organic brand Saf, they took it.

Saf, which stands for Socially Accountable Fabric, has and will remain largely unchanged under Quayside - the quality, supply base and ethics are all as they were. However, some changes are being made to the benefit of the customers: the labelling will now display the origin of the cotton; all products can now be printed using environmentally friendly print stuffs; and, most importantly, there will be higher stocks, more styles, lower prices and faster delivery times.

Quayside has continued its pattern of growth already in 2008, becoming an official distributor of the Stedman brand, an authorised stockist of Fruit of the Loom and launching a new trade-only website ‘with a difference' - http://www.tradetag.co.uk/.

Trading up

The new website is "more than just a website", says Conway. It is a trade only web platform, built specifically for trade buyers. It is, he claims, the fastest way to a trade price and to make a trade order and is available to customers 24-hours a day. And, although it's an online service, there is a customer service team offering phone support during normal working hours.

The site is designed to be simple to use and navigate, but it integrates sophisticated technology, explains Conway. It is based on the principles of how people search (nobody uses telephone directories anymore!). To return relevant results Tradetag's search looks at searches in the same way as google searches, using synonyms and spelling correction. "So, if you wanted blue hoodies, the search function will show you all hooded sweatshirts available in blue, even if you spelt the words blu hodies," he says. The site also learns from customers what they want and delivers up the most relevant product.

Clever stuff, but it doesn't stop there. The site also has built-in customer service technology, in the form of a satisfaction monitoring system (SMS). This enables Quayside to monitor how it is performing through the eyes of its customers. Customers fill in a feedback form giving their opinion on the service they have received. And so far, it seems, they are very happy. "We have had very high levels of feedback - 99% of customers who responded said they would recommend us," says Conway. Customers can also rate the products supplied to them - "an independent review for customers, by customers," says Conway. "No-one has done this before in our industry - but that market voice is incredibly important."

Added to that, there are plans for a forum, where customers can go to share views and information. But, unlike other forums, where you might have to make a special effort to join, log in and post your views, this one is integrated within the site you are already on, making life easier for the users.

So, in a short time, Quayside has experienced huge growth, which it expects to continue into 2008. "Although we are very involved in technology, it is the people that make the business and technology work. I am proud of what the team here has and will continue to achieve," adds Conway. P&P

Web: http://www.tradetag.co.uk/

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