The Luxury
E-commerce Brand
Intro
DEF uses a shipping and insurance provider that provides comprehensive coverage appropriate for the commodity; however, the current provider has a technology suite that is limited, leading not only to inefficiencies, but also a frustrated work force and customers alike.
Cabrella provided a single wholistic system that solved all the problems they knew they had while also delivering new solutions to address problems they didn't know they had.
The Challenges
Carriers, Costs & Capabilities
The current provider provides shipping and insurance pricing for only a single partner carrier. Not only are the freight prices exorbitant but relying on one carrier also severely limits the company's options for shipping - especially when shipping to PO Boxes, APO and similar restricted locations.
Moreover, the current system is limited in international shipping capabilities. Lacking landed cost estimates and operating a disjointed process for filing with Customs & Border Protection result in erosion of margin and delays in order fulfillment, respectively.
Lack of Integrations
The current system has no integrations to pull in orders fromt he Shopify-powered website -meaning staff need to re-transmitall order and recipient information before quoting and fulfilling orders– causing high risk and expensive mistakes.
Since the shopping cart and TMS are not connected, the shipping staff are required to go back to the shopping cart application to update order status, and initiate branded email notifications to recipients.
Control & Shared Systems
The department handling wholesale is different than the one handling e-commerce, but the systems are the same. The logistics profiles including shipping defaults, address books, procedures and general practices differ causing confusion and chaos when trying to track and monitor shipments.
Further, the logistics director has no way to track which employee fulfilled which order – meaning when there is a mistake, everyone is pointing fingers.
Monitoring & Service
They currently receive notifications from the carrier for transit events; however, as this is not integrated to Shopify, the recipients usually do not know of any exceptions and delays, inundating the customer service department with calls and questions about packages.
When they need supplies, reroutes, returns or other special services, the current provider has poor turn around time of24-48 hours - which is inadequate for a luxury brand.
The Cabrella Solution
DEF uses a shipping and insurance provider that provides comprehensive coverage appropriate for the commodity; however, the current provider has a technology suite that is limited, leading not only to inefficiencies, but also a frustrated work force and customers alike.
Carriers, Costs & Capabilities
The current provider provides shipping and insurance pricing for only a single partner carrier. Not only are the freight prices exorbitant but relying on one carrier also severely limits the company's options for shipping - especially when shipping to PO Boxes, APO and similar restricted locations.
Moreover, the current system is limited in international shipping capabilities. Lacking landed cost estimates and operating a disjointed process for filing with Customs & Border Protection result in erosion of margin and delays in order fulfillment, respectively.
Lack of Integrations
The current system has no integrations to pull in orders fromt he Shopify-powered website -meaning staff need to re-transmitall order and recipient information before quoting and fulfilling orders– causing high risk and expensive mistakes.
Since the shopping cart and TMS are not connected, the shipping staff are required to go back to the shopping cart application to update order status, and initiate branded email notifications to recipients.
Control & Shared Systems
The department handling wholesale is different than the one handling e-commerce, but the systems are the same. The logistics profiles including shipping defaults, address books, procedures and general practices differ causing confusion and chaos when trying to track and monitor shipments.
Further, the logistics director has no way to track which employee fulfilled which order – meaning when there is a mistake, everyone is pointing fingers.
Monitoring & Service
They currently receive notifications from the carrier for transit events; however, as this is not integrated to Shopify, the recipients usually do not know of any exceptions and delays, inundating the customer service department with calls and questions about packages.
When they need supplies, reroutes, returns or other special services, the current provider has poor turn around time of24-48 hours - which is inadequate for a luxury brand.
Cabrella's Results
Cabrella provided a single wholistic system that solved all the problems they knew they had while also delivering new solutionsto address problems they didn’t know they had.
The roll out of the Cabrella solution created value across the spectrum for DEF. A direct and immediate impact was realized by cutting the shipping and insurance costs by almost 30% and increasing sales by adding additional carrier options.
Using Cabrella’s integration allowed them to spend more time on both pre-sale and post-sale activities, adding value for the company as a whole. By creating separate users for each department, Cabrella also was able to separate the logistics experiences for each department, allowing each to streamline and default the operations to their liking. This led to a 10% increase in sales.
