Scaling operations and optimizing inventory through unprecedented demand

Customer challenge

A renowned jewelry brand sought a fulfillment partner with expertise in brand-building and specialized experience in handling delicate jewelry items. The company needed a scalable and flexible fulfillment solution that could efficiently manage inventory levels across their multiple distribution centers (DCs). This solution had to be capable of adapting to sudden changes in demand, ensuring a seamless direct-to-consumer (DTC) experience.

Solution

GXO implemented a distributed order fulfillment strategy across two distribution centers including order routing the brand’s own facilities. This approach ensured that orders were processed based on product type and real-time inventory levels, optimizing the fulfillment process.

During the pandemic, facility closures forced this brand to temporarily close their in-house fulfillment operation, we swiftly adapted to handle 100% of their DTC fulfillment. Despite unprecedented demand surges, which exceeded forecasts by double, we maintained an impressive average turnaround time of fewer than three days. Our ability to scale operations rapidly and efficiently during this crisis demonstrated our commitment to the brand’s success.

Results

As a result of our successful management during the pandemic, we now oversee the majority of this successful jewelry brand’s DTC fulfillment, a significant increase from before the pandemic. This transition has not only ensured the continuity of operations during a critical period but also solidified our role as a key partner in their growth strategy. The efficient handling of extreme demand, coupled with our ability to maintain quick turnaround times, has contributed to enhanced consumer satisfaction and reinforced the brand’s reputation for reliability and quality in the jewelry market.