We hope you’re starting to see positive improvements across the business following the acquisition late last year.

As promised, we’ve retained our experienced UK team and continue to invest in both our people and our technology. It’s energising to be led by owners who understand software and put customers at the centre of every decision.

We’ve also introduced a more proactive account management approach, with our team reaching out directly to gather feedback on day-to-day usage. These conversations are already helping customers get more value through improved training, feature awareness, and smarter use of the platform.

We’ll continue to keep everyone informed through regular updates like this.

If you’d like to discuss your setup or explore features you may not be using, our account managers are always happy to help. Simply contact our support team to arrange a call.

- James Wright, General Manager

Support remains a key focus for us, and we’re pleased with the progress made in January.

93% of support tickets raised this month were resolved, ensuring issues are either fixed promptly or actively progressed with clear ownership.

This improvement reflects changes introduced since the acquisition - including increased investment, clearer processes, and closer collaboration between support and engineering.

We know there’s still work to do, but issues are now being actively managed, prioritised, and communicated, and we can see this reflected in your conversation feedback:

Thank you to everyone who continues to share feedback - it genuinely helps us improve and make adjustments where needed.

If you have the time, please be sure to fill out a review on our TrustPilot page!

We’ve doubled our technical resource, with the expanded team focused on resolving outstanding bugs and improving overall platform stability - helping us move faster and build stronger foundations.

Our priority remains focusing on stable, reliable platforms that continue to improve. Often this will be through changes you won’t immediately see, but which make a real difference day to day.

Parcelforce & Royal Mail (OBA) update

Following Parcelforce’s merger into Royal Mail, the older Parcelforce ExpressLink integration is now being phased out.

What this means for you

We know this process hasn’t always been straightforward, and we are happy to offer assistance where needed!

Helpful tip: When logging into your Royal Mail (OBA) account, look out for a Parcelforce / Royal Mail merger page — this is often the quickest way to get started:
​

That is all from us this month. Be on the look out for further updates from our team, including incoming bug fixes and quality of life improvements for ChannelGrabber!