Compass Coffee Case Study
Company Size
11-200
Region
- America
Country
- United States
Product
- NetSuite
- ShipHawk
Tech Stack
- ERP
- eCommerce
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Warehouse Management Systems (WMS)
Applicable Industries
- Food & Beverage
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Inventory Management
- Supply Chain Visibility
Services
- System Integration
About The Customer
Compass Coffee was founded in 2014 by two Marines who, after years of drinking terrible coffee on deployment, became obsessed with the quest for the perfect cup. What began as a desire to unlock the secret to perfect coffee grew into something much more significant. It was the realization that coffee is more than just a drink. It's a ritual that brings people together, facilitates human connection, and makes your day better. Compass Coffee has since expanded to 16 cafes in and around the Washington, D.C. area where 'Real Good Coffee' is served and communities are formed. At the heart of it all is a relentless commitment to quality at every step - to ethical sourcing, masterful blending, and peak roasting in small batches - all to create an experience that is much more than just a cup of coffee.
The Challenge
Compass Coffee, with 16 locations and a rapidly growing eCommerce business, needed a shipping solution that would integrate with NetSuite and support its eCommerce fulfillment requirements. The company ships nationwide and guarantees next-day shipping for all orders, but its order fulfillment processes weren’t automated and they lacked visibility into its eCommerce orders. Compass Coffee strives to deliver an exceptional experience from the time an order is placed until it arrives at the customer’s doorstep, which means delivering an accurate order on time, every time, and offering flexible shipping options. Prior to adopting ShipHawk, Compass Coffee’s team spent a disproportionate amount of time on manual order fulfillment and verifying accuracy instead of growing the company’s eCommerce division.
The Solution
Since implementing ShipHawk, Compass Coffee has been able to streamline the order fulfillment process and boost order accuracy from 95% to more than 99%. The ShipHawk team supported Compass Coffee every step of the way and even came out to its warehouse in Washington, D.C., to fine-tune the solution and even help pack a few orders while they were there. ShipHawk has also helped Compass Coffee consolidate customer interactions. Before implementation, the team spent a lot of time engaging customers to verify shipping details and other basic details. Now, that process is automated and ShipHawk is able to leverage different shipping methods to ensure the shipping service level the customer selects is met while also saving costs.
Operational Impact
Quantitative Benefit
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