Case Study: How Laura James Simplified Courier Integrations and Enhanced Customer Experience with Voila

About Laura James

Laura James is a fast-growing UK-based home and furniture brand known for stylish, affordable products and strong multichannel sales across platforms like Shopify, Amazon, and Wayfair. As the business scaled and adopted a new ERP, they needed more flexible logistics infrastructure – without placing additional pressure on their lean internal dev team.

The Challenge

While onboarding a new ERP system, Laura James discovered a major blocker: their required couriers weren't natively supported. As a result, their small in-house development team faced a daunting prospect:

• Building custom courier integrations from scratch

• Ongoing maintenance and updates for each connection

• No support for Wayfair label generation, which was essential for marketplace compliance

• Limited bandwidth to manage tracking, shipping rules, and customer communications

They didn't just need software – they needed a partner that could futureproof their logistics stack and eliminate ongoing technical burdens.

The Solution

Laura James chose Voila to solve these challenges and scale their delivery operation with confidence.

Pre-Built Integrations & New Courier Support

Voila offered instant access to 150+ couriers – and when Laura James needed support for Wayfair-specific labels, the Voila team added that functionality quickly. This eliminated the need for custom builds and unlocked smoother marketplace fulfilment.

Minimal Developer Involvement

Because Voila operates on a single, standardised endpoint, Laura James' development team only needed to integrate once. From there, all courier management – including updates and rule logic – was handled within Voila's platform. No dev cycles. No rework.

Smart Shipping & Automation

Using Voila's smart shipping rules, the operations team could dynamically assign couriers based on order criteria – without writing a line of code. This meant faster setup, easier changes, and fewer fulfilment errors.

Post-Purchase Communication

Voila's built-in branded tracking and customisable email notifications gave Laura James a new channel for proactive customer engagement. They could control the post-purchase experience – from despatch to delivery – keeping customers informed and reinforcing brand trust.

The Results

• Seamless ERP Transition: Courier functionality was restored – and improved – without custom dev work.

• Faster Wayfair Fulfilment: With native support for Wayfair labels, marketplace compliance is now automatic.

• Lighter Dev Load: Voila eliminated the need for Laura James' devs to maintain shipping code.

• Better CX: Customer branded tracking emails put Laura James front and centre throughout the delivery journey.

• Courier Flexibility: The business can now switch or add couriers as needed – on their own terms.

Conclusion

By choosing Voila, Laura James removed the friction from courier integrations, regained control over their post-purchase journey, and freed up internal dev resources for more strategic work. With a scalable platform and a true partner in their corner, they're now delivering on customer expectations – without compromising on efficiency.

Want to take pressure off your dev team and enhance fulfilment flexibility?
Let’s talk about how Voila can help.