Experienced customer service

Hero Image - Customer Service

Customer service

MDL provides dedicated teams focused around specific needs and encourages full ownership within these teams for all customer requirements.

Publishers —

Supply chain excellence

Accredited under the Book Industry Communication supply chain excellence scheme, MDL is dedicated to the expansion of e-commerce.

As well as providing dedicated Customer Service teams organised around our customers, we work closely with e-commerce partners such as Nielsen PubEasy and

MDL provides dedicated Customer Service teams for UK, Export, Key Accounts and Speciality and Gift Retail. Dedicated and highly trained customer service co-ordinators who have full knowledge of their customers, are on hand to assist with requirements.

Macmillan Distribution supports numerous methods of taking orders from electronic feeds, integrating systems with publisher websites for order fulfilment as well as providing returns authorisation under the Industry Returns Initiative (IRI) standards, via EDI.

BIC Supply Chain Excellence 2023-2024
Publishers —


MDL continues to invest and develop MDLConnect, a new and innovative publisher system for online product availability and ordering. MDLConnect provides full order status visibility from the point of creation to delivery, keeping our publishers in control of sensitive orders and enabling them to better manage customer relationships. The system is configured to work on both desktop and mobile devices and is a powerful tool to support and enhance the activities of publishers’ extended sales teams.

New innovative and user friendly ordering system for our client publishers and their sales agents.

  • Product management, status and availability search
  • Gratis and trade ordering capabilities
  • Control pricing and despatch method
  • Complete order history and status visibility
  • Fully automated to interface direct to VISTA (back office systems) with no manual intervention
  • Print Order creation
  • Title creation


I have been delighted with the levels of service we receive from MDL. My queries are always answered quickly and efficiently and our publisher service contacts always go that extra mile.

Vanessa Clarke, Head of Sales, APA Publications (Publisher of Insight Guides, Rough Guides and Berlitz)

Is MDL right for you?

MDL are best able to help publishers who:

  • Are based in the UK
  • Have an established list with ex-warehouse sales in excess of £1m pa
  • Have established sales arrangements within the UK and overseas markets
  • Are looking to grow their export market
  • Are focused on developing relationships with key accounts
  • Are looking for consistently high performance in the supply chain

If that's you then please get in touch.

Get in touch
Publishers —

Publishers We Distribute