Case Studies ipsy | Case Study: Fulfillment
Every month, millions of ipsy subscribers eagerly watch their mailboxes for a bright pink bubble mailer containing their next Glam Bag. To further enhance the customer experience, the company recently launched Glam Bag Plus, featuring full-size beauty products, and continues to innovate its ecommerce sales channel, ipsy Shopper. Business growth and expansion have increased the complexity of ipsy’s fulfillment needs.
ipsy relies on Saddle Creek for scalable fulfillment, order customization, quality management and timely deliveries.
Glam Bags are customized to suit members’ personal preferences, requiring the 3PL to create personalized product combinations each month. In addition, order fulfillment must be carefully synchronized. The kits are packed and labeled all at once and shipped to arrive in mailboxes across the country in a short window.
“We’re trying to create a ‘wow’ experience where every member is un-bagging his or her bag at the same time and sharing that content on social media,” explains Corey Harris, ipsy’s Vice President, Operations and Customer Care.
With a focus on social sharing, customer satisfaction is a top priority. Saddle Creek’s quality team inspects the kitting bags and production lines to ensure order accuracy. Dual distribution centers in Charlotte, N.C., and Fort Worth, Texas, help to facilitate the tight delivery timetable.
Today, ipsy boasts millions of members and is widely recognized as the leading beauty subscription box.
To retain its top rank, ipsy and Saddle Creek continually work together to evaluate operations and seek out opportunities for improvement – routinely discussing KPIs, forecasting growth and evaluating new technologies.
Harris truly values ipsy’s partnership with Saddle Creek. “Everything from the people to the processes to the technologies and tools – and how they bring all of that together to serve our needs – is really important,” he says.
ipsy and Saddle Creek are essentially one. We’re tied at the hip.
VP, OPERATIONS &
CUSTOMER CARE – IPSY