Enhancing efficiency and customer experience for a leading apparel brand

Customer challenge

With a growing demand for their products, this high profile apparel brand recognized the need to enhance their online consumer experience. To address this, they identified critical areas for improvement, including the need to streamline ecommerce fulfillment operations across the European Union and establish in-country fulfillment capabilities in the UK, particularly in response to the logistical challenges posed by Brexit.

Solution

To meet these needs GXO developed and implemented a comprehensive multi-node fulfillment strategy tailored to the brands requirements. This strategy utilized our advanced distribution centers in Belgium and the UK, enabling efficient, region-specific ecommerce fulfillment. Our operations are designed to align with the brand’s commitment to sustainability, featuring environmentally conscious packaging solutions. We then enhanced their customer service experience by delivering a branded contact center model that goes beyond basic order inquiries. GXO provides personalized assistance with style recommendations, sizing, fit, and more, ensuring a seamless and engaging consumer journey.

Results

As a result of this strategic partnership the brand successfully optimized their ecommerce fulfillment processes, significantly improving delivery efficiency and consumer satisfaction across the EU and UK markets. The enhanced customer service operation has not only reduced order-related inquiries but also fostered deeper engagement by offering expert guidance on product selection, leading to increased loyalty and higher conversion rates.