Why did you decide to outsource your order fulfillment?
We are a UK based company and we decided to break into the American game market because it is so large. We decided that the best way forward was to send a couple of pallets over to a fulfillment center in the U.S, and see how sales went. We use a fulfillment house in the UK and were impressed with how easy the operations ran for us here. There were no big warehousing costs and the fulfillment center staff are used to dealing with a large volume of orders daily. RSL did a sterling job for us and still do. The sales went very well and now we send two containers to the states each year. Fulfillment with RSL could not be any easier.
What attracted you to RSL as opposed to other fulfillment providers?
The main factor was that we were contacted the same day we inquired. We had also read through reviews and we could find no bad reports about RSL anywhere on the net. At first, we were a bit apprehensive at sending stock across the ocean, but after a chat with RSL during a conference call our mind was set at rest. We actually emailed five other companies that appealed to us. RSL was the only one to email us back within one day, and only one other replied to us, but that was three days later. We have not looked back since. RSL was the right choice for us.
What is the added value in bringing RSL into your business operations?
The best value is the ease of importing the orders every day to America while we sit here in the UK. We use Channel Advisor for taking orders and payments in America, and then the orders come through to us twice a day. With a couple of clicks and two minutes of work the orders are placed in RSL SmartFill™ and we know that the warehouse will dispatch the orders for us that day. If there are any problems at all, which are few and far between, an email to the staff and the problems are solved, usually within an hour.
How important is it that you have a customer support representative on-site with your inventory that you can call, as well as a fulfillment center that you can visit?
It is very important to have a customer support representative on site. We have very few problems, but with a quick email to the support team in RSL’s New York fulfillment center any problem is dealt with quickly and efficiently. We are five hours ahead of the east coast here in the UK, and the time difference has never been an issue. I would love to come over and visit the fulfillment center some time.
Are you satisfied with the speed and accuracy of RSL’s services?
Yes, we have had no problems at all with order speed and accuracy. In three years of fulfillment, we have only ever had one accuracy issue due to a technical fault after an upgrade, but that was dealt with speedily and efficiently. I would have no hesitation of recommending RSL to anyone wishing to try out fulfillment in the U.S.
What’s next for Game Company?
We are looking at selling a higher end product. This product would be valued at over $250, and with the pick and pack service that RSL offers, we know the products are in safe hands whilst in storage and in transit.
How RSL best serves game companies:
Rakuten Super Logistics has been empowering game entrepreneurs just like you since 2001. Online games sales in the U.S. are projected to reach an annual level of $19.5B by 2018. RSL is proud to be a driver in this record breaking growth by providing fast and accurate order fulfillment services. By outsourcing their fulfillment to Rakuten Super Logistics, business leaders from e-commerce game companies can build better businesses and have a better life. RSL has worked hard to understand both the game industry and your unique customers. Rakuten Super Logistics provides a support system that incorporates first-rate customer service, state of the art technology and equipment, and the ability to help you scale and grow your business faster. RSL knows that in the rapidly changing game industry, things can get pretty hectic, but we're in it with you for the long haul.
About Rakuten Super Logistics U.S.
Founded in 2001, Rakuten Super Logistics U.S. (formerly Webgistix www.webgistix.com) is a Rakuten, Inc. (4755: Tokyo) company and a global leader in e-Commerce order fulfillment. Operating a strategic, nationwide network of fulfillment centers, Rakuten Super Logistics U.S. protects e-Commerce retailers’ reputation with fast and accurate order fulfillment. The Rakuten Super Logistics U.S. SmartSuite of e-Commerce services include SmartFill, SmartStock, and SmartShip Optimizer for calculating the optimal shipment method so orders are delivered at the lowest cost at guaranteed delivery times.