Why did you decide to outsource your order fulfillment?
We were looking to change warehouses and wanted to work with someone who had technology that was integrated to our CRM system, and who had warehouses that were centrally located to our customers. Additionally, we wanted a company that knows how to work with a nutraceutical and subscription business. Rakuten Super Logistics (RSL), met that criteria and was very responsive when we reached out to them.
What is the added value in bringing RSL into your business operations?
We love having a business that’s automated and love the ability to push a high amount of volume through RSL. We can go days without even looking at the system because we are confident that it’s working. The technology integration was seamless and the ability to get order tracking is also very valuable. Previously, I’ve used warehouses that were close to where my business is because I wanted to be near them, but with RSL I don’t need to be close because I know that they are handling my business.
You recently began utilizing multiple warehouses - how has this affected your business?
We have been doing some cost analysis and by spreading our inventory across multiple warehouses, we have had a significant drop in our shipping costs. We have saved about 35% for each package going out the door. Additionally, customers are receiving their products a full day earlier than they had been, so it’s a win-win.
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?
Having a dedicated customer support representative has been imperative. We won’t work with a fulfillment company unless someone is there to answer our calls and emails. It is really important to have a customer service representative who is responsive and it’s been great working with our representative.
How do you view your relationship with Rakuten Super Logistics (RSL)?
I think that RSL being on the ball is what helps my business. They are helping me succeed and I am excited about the savings we can continue to look forward to by using multiple warehouses which will really change the dynamics of my business. I appreciate what RSL has done so far and like being able to have an open dialogue. It is imperative to have good fulfillment operations because you are part of the system that allows me to run my business. I don’t even have to think about RSL because you are doing your job and you are
doing it seamlessly.
About Nutraceutical Company
The nutraceutical company is a recognized name in sports nutrition supplements, and is dedicated to helping men and women achieve a healthy and fit lifestyle. The nutraceutical industry is worth $86 billion, and nearly two-thirds of Americans take some kind of nutraceutical health product.