URBAN REMEDY CONTROLS RISING CARRIER COSTS, IMPROVES CUSTOMER EXPERIENCE WITH FULFILLMENT INTELLIGENCE CLOUD

Industry: Food & Beverage, Urban Remedy is an organic food company founded in 2009 to embody the belief that “Food is Healing.” By blending ancient medicinal principles with modern culinary innovation, the company offers the cleanest, naturally functional food. All of their ready-to-eat meals, snacks and cold pressed juices are certified organic, certified non-GMO, gluten free, and low glycemic. Urban Remedy is the antidote to modern living and strives to make it easier for their customers to become their best self.

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THE PROBLEM

Urban Remedy’s rapid growth was leading to an equally-rapid growth in shipping costs. The perishable nature of the company’s products increased the challenges Urban Remedy faced: late deliveries (that violated their carriers’ SLA) often led to loss of product due to spoilage, and rising shipping costs, which had to account for the weight of ice or other temperature control materials, had to be controlled.

How could the company get its hands around the rapid growth in costs and uneven carrier performance, especially when dealing with a range of carriers, all providing information in different formats? Van Battle, Director, Voice of the Customer, said, “We need actionable insights into how to make customers happy and to make things go smoothly when they are not.”

“We need actionable insights into how to make customers happy and to make things go smoothly when they are not.”

— Van Battle, Director, Voice of the Customer, Urban Remedy

The Solution

Soon after adopting the Fulfillment Intelligence Cloud (FIC) from GrandCanals, Urban Remedy made use of the extensive modeling capabilities of the application to identify where better was possible in controlling rising shipping costs and to forecast the shipping charges associated with promotional product bundles, helping the marketing department better meet customer needs while maintaining margin.

Additional modeling was done around shipping and material costs for improved packaging and temperature control, to better insure the freshness of Urban Remedy’s perishable products and improve customer experience.

THE RESULTS

Urban Remedy’s rapid growth was leading to an equally-rapid growth in shipping costs. The perishable nature of the company’s products increased the challenges Urban Remedy faced: late deliveries (that violated their carriers’ SLA) often led to loss of product due to spoilage, and rising shipping costs, which had to account for the weight of ice or other temperature control materials, had to be controlled.

How could the company get its hands around the rapid growth in costs and uneven carrier performance, especially when dealing with a range of carriers, all providing information in different formats? Van Battle, Director, Voice of the Customer, said, “We need actionable insights into how to make customers happy and to make things go smoothly when they are not.”

THE FULFILLMENT INTELLIGENCE CLOUD™

Purpose-built to analyze and provide intelligent insights for direct-to-customer fulfillment, the Fulfillment Intelligence Cloud enables companies to fulfill with confidence and delight their customers by providing the insight and analysis required to improve fulfillment chains and meet rising customer expectations on delivery time and convenience.