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.
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2-Day Network increased speed of delivery and decreased shipping costs by 35%
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. With such a high demand, it's no wonder that they sought a high-quality nutraceutical fulfillment provider to enhance their fulfillment operations!
By outsourcing to RSL, I effectively have infinite scalability. I don’t have any fixed costs. I don’t have to put any capital investment into my shipping operation. In short, I can focus my time and resources on my business and let RSL manage all the details related to order fulfillment.
Scale Your Business Without Limitations by Outsourcing to Rakuten Super Logistics
Why don’t you just hire a few people to ship your orders?
I actually started fulfilling orders for my product in my garage. That didn’t last long. The business quickly grew to a point where it wasn’t manageable for me to work like that. Then I moved the company into a local warehouse with a staff that managed inventory, picked products, packed orders, and sent out shipments. However, that was extremely inefficient. When business was heavy, I had to add temp labor, and when business was slow I had warehouse space and equipment that was sitting around under-utilized. By outsourcing to RSL, I effectively have infinite scalability. I don’t have any fixed costs. I don’t have to put any capital investment into my shipping operation. In short, I can focus my time and resources on my business and let RSL manage all the details related to order fulfillment.
Order fulfillment isn’t a simple task. Are you comfortable out-sourcing a key business process?
Absolutely. While order fulfillment is extremely important to customer satisfaction and the overall customer experience with my company, it’s not an area of the business where I can add value by keeping it in-house. In fact, my customers benefit by our outsourcing. RSL has a written guarantee -- all orders will go out within 1 business day and the shipments will be accurate. RSL can make that type of guarantee because order fulfillment is its core competency. As for me, I can make great toys that people love to play with. That’s what I enjoy doing, and that’s my goal as the owner. I’m growing my business by keeping my focus on giving people outstanding products.
What attracted you to RSL as opposed to other fulfillment providers?
I already mentioned the delivery guarantee that ensures my customers will get their orders quickly and reliably. In addition, my fulfillment-related costs are lower than when I tried to handle everything in-house. That’s a pretty compelling case to go with Rakuten Super Logistics. I’m also impressed with RSL’s technology. Their system is cloud-based, so I can access inventory reports, order status, shipping records, and any other information about my fulfillment operations from anywhere. That helps me stay on top of my business.
Do you view RSL as more than a fulfillment provider?
Yes. I consider RSL to be a partner and a business resource. For instance, RSL has relationships with an entire ecosystem of companies that serve eCommerce retailers. Through those resources I can give my customers a superior level of service without taking on an exorbitant cost.
How RSL best serves toy companies:
Rakuten Super Logistics has been empowering toy entrepreneurs just like you since 2001. Online toy 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 toy companies can build better businesses and have a better life. RSL has worked hard to understand both the toy industry and your unique customers. Rakuten Super Logistics provides eCommerce fulfillment solutions 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 toy industry, things can get pretty hectic, but we're in it with you for the long haul.
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.
Know Your Products Are In Safe Hands While In Storage and In Transit With Rakuten Super Logistics
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. Start using an eCommerce order fulfillment service to grow your business!
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 eCommerce order fulfillment 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.
RSL has the expertise and processes in place to handle cross-border shipping, and they can scale rapidly. So, our international expansion will be simplified significantly and we can maximize the business impact of our new product line.
Enhancing Customer Satisfaction By Outsourcing Fulfillment to Rakuten Super Logistics
How do you view RSL in the overall context of your business?
We’ve taken a strategic approach to our relation- ship with RSL. We have aggressive growth targets and we are leveraging RSL to help us reach them. For example, we recently acquired a second brand that is giving us access to several international markets. RSL has the expertise and processes in place to handle cross-border shipping, and they can scale rapidly. So, our international expansion will be simplified significantly and we can maximize the business impact of our new product line.
Why do you believe it’s important to outsource your order fulfillment?
I have to focus on the business. I can’t get distracted by tasks that can be handled moreefficiently by other people. Order fulfillment is a case in point. RSL can manage inventory, pick & pack orders, track shipments, handle returns, and receive merchandise with much greater efficiencythan I ever could because those are their core competencies. My strength is in building brands and runningan organization. That’s where my energy and time should be focused. I need to keep myeye on the bigger picture.
Why is RSL the right fulfillment partner for you?
They do what they say they’ll do. The timeliness and accuracy of our order fulfillment is outstanding. Customers notice and appreciate that. It helps drive repeat business and referrals. I’ve also been impressed with RSL’s cloud-based SmartFill platform. It integrates nicely with our shopping cart and eCommerce tools. It gives us 24/7 access to our inventory and shipment reports so we always feel like we’re in control of our fulfillment operations. And the platform is very flexible, which helps us manage back orders, when necessary, and communicate with our customers about order status.
“RSL can manage inventory, pick & pack orders, track shipments, handle returns and receive merchandise with much greater efficiency than I ever could because those are their core competencies. -CEO OF APPAREL COMPANY”
Are there any “extras” that you get by working with RSL?
An important profit center for us is embroidery. It can be a tricky process to track the movement of items as they go out of the warehouse for embroidery -- making sure the right items are going out and then making sure the items go to the correct customers when they are ready. It may sound simple, but we’re shipping thousands of products every month. Without an experienced staff and the proper controls in place, it would be difficult and confusing to stay on top of everything. Fortunately for us, RSL manages it flawlessly. I really appreciate RSL’s professionalism.
How RSL best serves apparel companies:
Whether your company offers clothing, shoes or accessories, Rakuten Super Logistics has been successfully meeting the e-commerce fulfillment needs of busy and growing companies like yours since 2001. Many business owners reflect on the time they have been partnering with RSL and point to that partnership as being the critical move that enabled them to take their business to the next level, all while simultaneously enhancing customer satisfaction and helping them achieve a better balance between life and work. Like many of our successful apparel clients, you've probably worked hard to determine how to manage your business and get things done. RSL was built specifically to understand and support the unique quirks that make each clothing and accessories business different. Rakuten Super Logistics has an unrivaled amount of experience providing apparel fulfillment services for businesses like yours, with fast and accurate order fulfillment.
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.
“Fulfillment is one very important aspect of our business that I don’t have to worry about anymore.”
“Fulfillment is one very important aspect of our business that I don’t have to worry about anymore.” - CEO of Electronic Accessory Company
Do you view order fulfillment as a strategic aspect of your business?
Absolutely. We are building a brand. We want every aspect of the customer experience to be outstanding. That starts with order fulfillment. We want to get the product delivered quickly and reliably, setting a positive tone for our relationship with the customer. In fact, by outsourcing our fulfillment to RSL, our customers often receive their orders sooner than expected. That helps build trust and loyalty among our customers, and it is helping drive referrals.
What is the added value in bringing RSL into your business operations?
We launched our brand less than a year ago. We’re now shipping over 2,000 orders a day. That is pretty significant scalability in a matter of months. We are the fastest-growing brand of electronic accessories in the U.S. I don’t think we could have scaled so quickly if we were handling fulfillment in-house. By outsourcing, we’re essentially moving fulfillment into the cloud. For all practical purposes, we have limitless warehouse space. And, we didn’t have to divert any capital into building out our fulfillment operations. Most importantly, we can devote all our energy to building our company.
Why did you believe RSL would be the right fulfillment partner for you?
We looked at a number of options. Ultimately, the deciding factor was service. RSL is truly a service- oriented company. They care about our business and they work hard to help us succeed. They have a great staff and they are extremely responsive. In addition, their distribution centers are clean and modern. And, the fact that they have distribution centers on the East and West Coasts helps us keep shipping costs down and shortens delivery time. RSL’s SmartFill platform is another big plus. It integrated quite easily with our Magento shopping cart, and the reporting features in SmartFill let us maintain complete control over fulfillment. I really feel like RSL is an extension of our company.
What’s next for Electronic Accessory Company?
We have a number of exciting products coming to market soon for Android, Black-Berry and iPod users. We are also developing solutions for laptop users, and we are looking at some exciting distribution opportunities. It gives us peace of mind knowing that RSL is ready to handle our growth. Fulfillment is one very important aspect of our business that I don’t have to worry about.
How RSL best serves electronic accessory companies
The sales of consumer electronics accessories is currently projected to reach $8.5 billion annually, and will continue to grow. Rakuten Super Logistics has been meeting the fulfillment needs for online businesses focusing on electronics accessories since we first got started in 2001. RSL has garnered years of valuable experience, gained by solving every imaginable situation that a business like yours might experience. RSL is a true solution-oriented fulfillment company, our 2-Day Delivery Network makes it easy for e-commerce retailers in the consumer electronics industry to surprise and delight their customers with low-cost, fast and accurate fulfillment. The consumer electronics accessories marketplace is a rapidly changing business environment with constant product updates and innovations. The SmartFill cloud-based fulfillment management system provides electronics accessories eTailers with incredible minute-to-minute visibility into your fulfillment operations, from any device, 24/7, from anywhere in the world.
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 third-party order fulfillment centers, Rakuten Super Logistics U.S. protects e-Commerce retailers’ reputation with fast and accurate third-party 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.
“The system and high quality staff that RSL has in place ensures that your company is treated like their own.”
“The system and high quality staff that RSL has in place ensures that your company is treated like their own.”- Dustin Drummond, Co-Owner, Voda Swim
Why did you decide to outsource customer service to RSL?
Several years ago, we moved our business, Voda Swim, from California to Nevada. To prepare for this transition, we decided to outsource to Rakuten Super Logistics (RSL). We really wanted our shipping, customer service and returns all in one central location to optimize efficiency. Customer service was a new offering that RSL was providing and was brought on by my insistence.
Previously, you were doing it all on your own. Did you have any concerns about hiring a third party?
At first, I was concerned the extremely high level of customer service we had achieved over the years would suffer, but my worries were quickly put to rest. After a week of training, our new customer service representative, Michele, was up and running and doing an amazing job. We were really impressed with how smoothly the transition went and how dedicated Michele was to our account.
After a couple of years, Michele was promoted to another position and Lydia was brought on board. I was worried that I would need to start the training all over again, but RSL made sure to give ample time for transitioning our new rep.
How has your experience outsourcing customer service to RSL been?
I truly believe that both Michele and Lydia have been the best customer service reps we have ever had. Lydia is extremely thorough, timely in her replies, patient with customers, proactive and needs very little guidance. She is not directly our employee, but works only on our account, dealing with our customer service inquiries, returns and shipping assistance for our more difficult orders. The great thing is that this frees up a lot of my time as I don't need to supervise or worry about payroll.
We also have a couple of backup reps for when Lydia is out. During these few occasions, I have found that our customer service and returns continue to operate smoothly with maybe only a few additional questions for me to answer.
What would you say to business owners thinking of outsourcing customer service to RSL?
I would highly recommend all companies that are interested in outsourcing their customer service and fulfillment to consider working with Rakuten Super Logistics. The system and high quality staff that RSL has in place ensures that your company is treated like their own. It is a huge weight off our shoulders knowing that every day our customers are receiving high quality service as well as fast shipping on all their orders.
About Voda Swim
Voda Swim is a new concept in bikini design. International model, Yulia, believed finding a bikini top that fits should not be a frustrating, disappointing experience. Taking it as a personal challenge, Yulia and husband Dustin spent many long nights working on the Envy Push Up bikini.
The coveted bikini is the first swimsuit designed to flatter small-breasted women and shape breasts by providing lift and support, with the kind of cutting edge style that satisfies the most demanding fashionista. Voda Swim has now been featured in countless print and online publications and has become the go-to bikini for thousands of women worldwide.
Contact us to learn more about outsourcing customer service and fulfillment!
“We are able to provide same day shipping--where we can compete with all the major ecommerce companies. And, with same day shipping, our customers love us.”
“We are able to provide same day shipping where we can compete with all the major eCommerce companies. And, with same day shipping, our customers love us.”
What is most important to you when dealing with your customers?
The most important thing is to provide our customers with a human touch and a professional feel-- we call that touchy-feely. We want people to know that we care.
Why don’t you just hire a few people to ship your orders as opposed to outsourcing?
We can always try to reinvent the wheel. We can also form partnerships with companies that provide high performing services that we are seeking. With RSL, we chose wisely; Rakuten Super Logistics is fulfillment on steroids (with a price we can afford). We are happy and our customers are thrilled.
What attracted you to RSL as opposed to other fulfillment providers?
First, RSL provides a unique breadth of experience as well as a willingness to work with companies like ourselves that are scaling up. Their personalized service lets us know we will not be lost in the proverbial sauce.
How do you view RSL in the overall context of your business?
We look at RSL as "our" warehouse and shipping department. What is even better is that RSL knows that they are our partners. They are looking out for us.
Can you give an example of how working with RSL has helped you stay ahead of the competition?
We are able to provide same day shipping--where we can compete with all the major eCommerce companies. And, with same day shipping, our customers love us.
Are there any “extras” that you get by working with RSL?
What I love best is the 100% Accuracy Guarantee; in the rare event when the wrong item is shipped, you do not pay for the original shipping and handling costs and RSL will bend over backwards to work out any issues with the customer.
Are you satisfied with the speed and accuracy of RSL’s services?
Bottom Line: We love RSL! <3
About Rakuten Super Logistics
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 3rd party 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.
“We began a search and quickly concluded that we needed a larger company with multiple fulfillment centers that we could grow into, rather than choose a company with one single, centrally located, fulfillment center.”
“We began a search and quickly concluded that we needed a larger company with multiple fulfillment centers that we could grow into, rather than choose a company with one single, centrally located, fulfillment center.” - Craig David, CEO
When did you first engage with RSL? How did you first hear about them?
We knew early on that we were not going to be able to keep our company lean if we had to manage a fulfillment crew. Once our initial marketing test was done, we began a search and quickly concluded that we needed a larger company with multiple warehouses that we could grow into rather than choose a company with one single, centrally located, warehouse.
What was needed to get up and running with RSL?
It wasn’t quite an out of the box solution for us, but it was extremely painless. We needed to integrate our shopping cart with RSL and although there was no native integration available for our solution, our developer was able to use the RSL API to easily integrate them. Now, whenever an order comes in, it is instantly disseminated to RSL and the order confirmation is recorded in our data base.
What were the primary benefits of working with RSL?
We had a dedicated IT contact who quickly answered our developer’s questions and made the integration go smoothly. We also had a great salesperson who answered all of our questions… and believe me, we had a lot!
Can you give us an example of how working with RSL has helped you stay ahead of the competition?
After the first year, we began using a second RSL warehouse to reduce delivery times for our west coast customers. This is something only our largest competitors can offer their customers.
What is most important to you when dealing with your customers?
The customer must have a good experience for our business to succeed. And the good experience includes quick access to tracking information as well as short handling times. RSL has been able to do their part well.
Would you recommend working with RSL to your colleagues/peers?
Absolutely--for a growing business who ships nationally, we are happy to recommend them.
What is the next step in terms of your relationship with RSL? What are your future goals?
We are quickly moving towards having our entire inventory in multiple warehouses. We only have about 20 SKUs at present, but we have plans to double that within 2 years.
About Vet Organics
Vet Organics is a manufacturer of natural pet products. Located in Boca Raton, Florida, the business was started by Craig Davis in 2012. Since their first product was launched in 2013, Vet Organics has expanded to 15 products and two product lines. 90% of their business is conducted online via their website www.vet-organics.com. Vet Organics has two product lines: grooming products and nutritional supplements—both for cats and dogs. All products use only natural ingredients. All ingredients in the nutritional supplements are human food quality and all facilities where these products are manufactured are FDA inspected annually.
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 warehouse and fulfillment 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.
“Even though we’re not physically handling the order fulfillment, we feel like we are in complete control of the process.”
“Even though we’re not physically handling the order fulfillment, we feel like we are in complete control of the process.” - CEO, Fitness Product Company
Why did you decide to outsource your order fulfillment?
We’ve tried to handle this process in-house but it’s just not realistic. Based on the volume and complexity of our order fulfillment, it makes sense to outsource from a cost perspective as well as an operational perspective. Internally, we want to keep our focus on continuing to build our brand and expand our business. We’ve been in a steep growth period for some time now and we don’t want to take our eye off the ball. Order fulfillment is such a detail-oriented process that we really feel it’s important to have it managed by someone who has expertise and experience in that area, and someone who can give it their full attention.
Why is RSL the right fulfillment partner for your business?
First and foremost, we value RSL’s dependability. Our orders go out on time and they are accurate. That’s the most important consideration. We want everyone who interacts with our brand to have a great experience. That starts with receiving timely, accurate shipments. Secondly, RSL is able to scale quickly. In our business, our shipment volume spikes quickly and dramatically when we onboard a new client. RSL is able to handle those spikes without missing a beat. Another point about RSL that has impressed us is the technology. We’re a technology company ourselves and we recognize the value of state-of-the-art systems. RSL’s cloud-based SmartFill platform provides us with real-time visibility into order status, inventory levels, shipment status and numerous reports that help us run our business as efficiently as possible. Even though we’re not physically handling the order fulfillment, we feel like we are in complete control of the process.
Can you describe your experience with RSL?
We’ve been partnering with RSL for two years. During that time, we’ve been fortunate to grow substantially. We’re shipping tens of thousands of orders per month to recipients in nearly every state. RSL has been able to grow with us. We have a dedicated account rep at RSL who is so responsive and helpful that we actually feel like he is an extension of our own team. That may sound like a cliché, but it’s absolutely true. RSL’s service orientation is really a differentiator for them. Servicing our business is not simple. When we onboard a new client, it’s a fairly complex process. We ship thousands of “welcome kits” to end users within days of bringing on a new client. The welcome kits include several items, and the welcome kits are not the same for every client. RSL does a great job at assembling these kits accurately and quickly, and ensuring that our end users have a positive first impression of our company. It’s a relief knowing that order fulfillment is a part of our business that we don’t have to worry about. RSL is completely reliable.
How RSL best serves fitness product companies:
When it comes to online fitness products, fulfillment by Rakuten Super Logistics 2-Day Delivery Network is built specifically for businesses just like yours. The online fitness products industry has grown to over $10B in annual sales, and is expec- ted to continue to grow. Rakuten Super Logistics has played an integral role in our customers' rapid growth by protecting their reputation with fast and accurate order fulfillment. Every fitness business is special and unique -- your difference is part of what helps you stand out from the competition. As a result, at RSL we’ve found that there are often lots of twists and intricacies to your fitness business that only you and your team understand. Your customers have unique needs – in fact, they often depend on you to get and maintain one of life’s most precious resources: their health. As the leader of a successful fitness business you know from experience that things in your day-to-day operations can get pretty complex, and you may not be entirely sure that anyone else could ever really get it all. At Rakuten Super Logistics we get it and we’re happy to apply our expertise to free up some of your valuable time so that you can focus on the parts of your business and life that really matter.
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 third-party fulfillment services. 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.
“ RSL provides the resources and expertise in fulfillment that in-house fulfillment simply can’t match.”
“ RSL provides the resources and expertise in fulfillment that in-house fulfillment simply can’t match.” - Michael Leung, CEO, Sleepypod
Achieving Fast and Accurate Order Fulfillment with Rakuten Super Logistics
Before Rakuten Super Logistics (RSL), we fulfilled all our orders in-house. This was fine when Sleepypod was smaller, but at a certain stage of growth it became unwieldy. Orders began coming in faster and faster, and it got out of hand. This was complicated by the fact that we had no automated system, and everything had to be done manually, resulting in far too many mistakes. The cost of hiring a professional fulfillment team for our internal operations was prohibitively expensive, so we decided to see if a third party fulfillment provider could meet our needs.
Why did you decide to outsource your order fulfillment?
Before Rakuten Super Logistics (RSL), we fulfilled all our orders in-house. This was fine when Sleepypod was smaller, but at a certain stage of growth it became unwieldy. Orders began coming in faster and faster, and it got out of hand. This was complicated by the fact that we had no automated system, and everything had to be done manually, resulting in far too many mistakes. The cost of hiring a professional fulfillment team for our internal operations was prohibitively expensive, so we decided to see if a third party fulfillment provider could meet our needs.
What attracted you to RSL as opposed to other fulfillment providers?
We looked at a number of top fulfillment providers before we made our decision, but the deal closer with RSL was the comprehensive shopping cart integration they have. Other fulfillment companies didn’t have existing integrations and would have required custom APIs to be built, but RSL had complete integration with our Magento shopping cart ready to go the moment we started. Rakuten Super Logistics (RSL) provided us with a robust technology solution that was head and shoulders above the competition.
What is the added value in bringing RSL into your business operations?
The RSL SmartFill system gives us a great deal of control over our fulfillment. The fact that our orders are automatically uploaded and processed is a huge point for us, and the ability to access our order data with the system is unparalleled. RSL provides the resources and expertise in fulfillment that in-house fulfillment simply can’t match. Their fulfillment network stretches across the United States, and enables us to reach our customers quickly and with guaranteed accuracy. RSL also gives us the ability to expand our operations without worrying about space or labor. Sleepypod has many international customers, and so having a fulfillment partner who is moving forward rapidly with global expansion is fantastic.
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 an on-site support team makes a huge difference when we’re managing our operations. We have an amazing support representative in Las Vegas, and we really don’t know what we’d do without her. When we need questions answered or an order changed, we just give her a call or send a quick email and it gets done. It’s almost like having our own personnel in the warehouse. This is even more important when there is a problem or emergency, which do occur from time to time. In those circumstances, the benefit of having someone on the ground and able to quickly resolve the issue is both vital and reassuring.
It’s great to be able to visit the warehouses and see how the RSL team is managing our orders. It wasn’t until we saw the size and professionalism of the team that we were fully confident they would be able to handle any future growth on our part with ease.
What’s next for SleepyPod?
Global expansion is the next phase of Sleepypod’s growth. That means not only expanding our product line and developing new pet supplies, but also expanding to Canada, the UK, and Asia. That’s why we’re excited about the global fulfillment network that RSL is developing.
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