Driving Customer Retention Through Improved Logistics
Company Size
11-200
Region
- Europe
Country
- United Kingdom
Product
- MetaPack Manager
- Carrier Allocation
- Outsourced Fulfilment
- Automation
Tech Stack
- WMS platform Orderwise
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Warehouse Management Systems (WMS)
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Retail
Applicable Functions
- Logistics & Transportation
- Warehouse & Inventory Management
Use Cases
- Inventory Management
- Supply Chain Visibility
Services
- System Integration
About The Customer
Gorgeous Shop is a luxury haircare and beauty retailer based in Hertfordshire, UK. The company was launched in 2007 and offers a huge selection of professional hair care, skincare, and cosmetics. It stocks more than 8,000 products supplied directly from over 100 brands including bareMinerals, Clarins, Decléor, Elemis, Kérastase, L’Oréal, and Redken. The company has seen rapid growth, with sales in excess of £8 million, largely due to its use of best-in-class technology. Efficient logistics have played a major part in the Gorgeous Shop success story.
The Challenge
Gorgeous Shop, a luxury haircare and beauty retailer, was facing challenges with its logistics operations. The company was relying on a process of manual address data entry, which required order information to be imported into bespoke systems that varied from one courier to another. This led to picking errors, addressing errors, and manifesting issues. The company was seeking to minimize these inefficiencies and free up resources that would be better spent on sales and marketing efforts. Additionally, the company was looking to drive customer retention and loyalty by providing consistent, reliable, and cost-effective delivery options.
The Solution
To address its challenges, Gorgeous Shop partnered with MetaPack in 2009 to develop a more streamlined approach to logistics. The company transitioned from operating its own small pick pack warehouse in Hertfordshire to an outsourced 3PL model. Gorgeous Shop integrated both its WMS platform Orderwise and MetaPack with its 3PL partner, Promotional Handling Ltd. MetaPack's system enabled Gorgeous Shop to control the dispatch process by giving personnel across the commercial, warehouse, and customer service departments the tools they needed to run an effective operation. The system also allowed Gorgeous Shop to consolidate and configure bespoke allocation rules for each territory and push these through to the warehouse at any time. The company could even remotely tailor courier options to adapt to promotions, product introductions, or trials of new delivery partners.
Operational Impact
Quantitative Benefit
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