Beall’s Inc. has always prided itself on satisfying customers and accommodating their changing needs. As its ecommerce business expanded, the family-owned retailer wanted to maintain a positive customer experience across all sales channels.
The Business Challenge
To handle the company’s e-fulfillment needs, Beall’s historically had relied exclusively on its network of department stores in Florida. All orders were picked, packed and shipped by store personnel. With the holiday season fast approaching and online sales flourishing, Beall’s knew that change was needed in order to continue meeting customers’ high expectations.
Beall’s decided to move a portion of its online fulfillment out of stores for the holidays. Toys and housewares were the most difficult products for stores to handle. By outsourcing the fulfillment of these items, Beall’s could free up internal resources and retain its trademark customer service level. To test this theory, Beall’s turned to Saddle Creek Logistics Services, leveraging its 3PL partner’s extensive fulfillment capabilities. Saddle Creek immediately swung into action. Just in time for the holidays, the 3PL began fulfilling online orders for toys and housewares, allowing store personnel to focus on fulfilling less labor-intensive items.
The new arrangement resulted in a significant improvement in service level, reduced turnaround times, and fewer returns and damages. Beall’s also experienced significant savings in labor and transportation costs. “The goal was to meet customers’ expectations for timely delivery during that peak period – particularly Black Friday and Cyber Monday,” explains Geoff Ashman, Beall’s Director, eCommerce Marketing & Operations. “Saddle Creek rose to that challenge, achieved our goal, and enabled our stores to meet that challenge as well.”