Supporting a leading jewelry brand during a surge in demand

Défi du client

During the unprecedented surge in ecommerce demand caused by the 2020 COVID-19 pandemic, an iconic jewelry brand found itself in urgent need of supplemental order fulfillment support. The brand’s existing fulfillment operations were overwhelmed by the skyrocketing demand, necessitating a provider that could quickly scale to meet operational requirements. Additionally, the brand required a partner with extensive experience in handling fine jewelry, ensuring the highest levels of security, care, and a premium, branded customer experience with every package delivered.

Solution

GXO stepped in to address the brand’s urgent needs, working closely with them to fully understand their unique operational and security requirements. Leveraging our strategically located Memphis fulfillment campus, which offers fast delivery capabilities across the United States, GXO rapidly developed and implemented a tailored fulfillment solution. Remarkably, this solution went live just three weeks after the contract was signed, demonstrating our ability to move quickly in critical situations.

Due to time constraints, instead of integrating with the GXO Warehouse Management System (WMS), we operated the customer’s existing WMS and hardware within our distribution center to manage the pick, pack, and ship processes. To safeguard the high-value merchandise, the entire operation was conducted in a highly secure, caged area, where strict security protocols were in place. Furthermore, we designed a customized pack-out process to ensure each package accurately reflected the brand’s reputation for craftsmanship, delivering a premier consumer experience.

Résultats

The flexible and responsive solution provided by GXO successfully supported the brand through an exceptionally busy Q4 peak season, proving our capability to scale operations and manage staffing effectively under intense demand. The operation not only met the immediate needs but also contributed to a highly successful year for the brand’s online sales. Originally signed as a short-term contract to augment the brand’s existing fulfillment operations, the immediate success of the partnership led the brand to extend the relationship. Impressed by the results, the brand is now exploring a long-term contract with GXO to further expand services and continue building on this success.