Case Study: Complete Care

Client

A premier outdoor clothing manufacturer

Opportunity

Provide a relatively new company with multiple ordering channels for national and international consumers and retailers.

Challenge

This client initially handled the distribution and fulfillment out of two different warehouses, each with different inventory systems and processes. Knowing exactly how many items were in stock was difficult and inaccurate. Compounding this was the fact that retail stores prefer having no minimum order, causing more frequent and smaller expedited orders. Their premium products require substantial time on the phone to help the consumer with their decision. This is time that was not easily absorbed by the client's existing staff.

Solution

The entire inventory was consolidated into IMS' clean and secure distribution center. Products were inspected, counted and entered into the inventory system. Processes were developed to handle everything from inspecting inbound product and order processing, to tradeshow and consignment shipments for both the consumer and retail channels. Customer Care Representatives were trained extensively on their products, website, and business rules.

Result

IMS now provides accurate inventory reports with reorder points to keep the inventory levels relevant to the sales forecasts. Retail store orders are turned quicker. Fewer backorders and less motionless stock reduce our client's costs. A highly trained group of Customer Care Representatives has reduced the number of product returns and has increased sales.

Top of page