Health Retailer Improves Subscription Fulfilment with 3PL
15th July 2024
Before working with Zendbox, the technology-driven eCommerce fulfilment specialist, Awesome Supplements faced a series of challenges that impeded their growth trajectory. Unfortunately, their experience with a previous 3PL was marked by communication difficulties, damaged goods, stock management issues, and an incapacity to support their desired expansion into the European market. These hurdles not only strained operational efficiency, but also risked damaging the brand’s reputation with a poor customer experience.
The solution for Awesome Supplements came through switching to Zendbox as their subscription fulfilment partner. The team’s comprehensive approach addressed the shortcomings of their previous 3PL by offering not only a robust third-party logistics solution, but a collaborative partnership where the sports nutrition brand was proactively supported from the moment they were seamlessly onboarded and throughout service duration. With the reliability of the processes at Zendbox and the elimination of previous stock and order issues, Awesome Supplements regained the confidence and peace-of-mind to focus on the critical next steps of their growth journey. The partnership has simultaneously optimised their eCommerce operations, elevated the customer experience, and positioned the business favourably for further expansion into new markets.
Charlotte Thompson, Managing Director at Awesome Supplements, said: “The fulfilment provider we were with before Zendbox was a small company that offered a degree of flexibility for our business, but also meant we experienced more challenges. For example, we had a lot of communication issues with the provider. There were also a lot of issues with damages, goods going missing, and goods not being booked into stock – the usual difficulties with that type of 3PL and the need to handle a lot of products. We also wanted to expand into Europe and beyond, which the provider wasn’t capable of doing at the time.
“Unlike our previous pick and pack specialist, which felt like an outsourced operation, Zendbox feels more like an extension of our team. Their onboarding process was spot on, and we rarely have any stock issues like we did in the past. The ability to raise a Goods Receiving Order (GRO) on Zendportal is also really useful and eliminates issues we had booking goods into stock with our previous eCommerce 3PL. We were looking to grow as a brand and we knew Zendbox could help with that.”
The partnership has restored the high-quality fulfilment experience that customers have come to expect when they order from the brand, giving Awesome Supplements the freedom to focus on the next step in their growth journey.
Subscription fulfilment
With the brand now shipping orders seamlessly and cost-effectively across Europe from one centralised UK location, Thompson believes the collaborative approach from Zendbox is an important factor for ensuring success with any further expansion plans. She adds: “As a small team at Awesome Supplements, partnering with Zendbox means we never worry about the state of our stock or about orders going out on time. The order turnaround rate has always been very robust and, therefore, gives me a lot of confidence and peace-of-mind. Zendbox is a big fulfilment provider that’s got their act together. I trust their processes and the team is great.”
James Khoury, Founder & CEO of Zendbox, concluded: “Proactive, collaborative, and customer-centric support from Zendbox means Awesome Supplements benefits from a fulfilment solution that meets their needs at every stage of growth. This ensures the brand can better manage its supply chain and continuously fulfil its promises to customers with a fast, accurate and reliable service.”
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