Learn how Project Ratchet, a Swedish ring brand catering to a global audience, partnered with Fulfill to find a boutique 3PL provided significant time and cost savings, and maintained the personalized customer experience they value.
hours saved per week on order fulfillment
reduction in shipping costs to the US
reduction in click-to-ship times during drops
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Learn how Project Ratchet, a Swedish ring brand catering to a global audience, partnered with Fulfill to find a boutique 3PL provided significant time and cost savings, and maintained the personalized customer experience they value.
Project Ratchet is a Swedish brand specializing in rings, with the majority of its customer base in the US, Canada, Australia, and the UK. Despite its global reach, Project Ratchet had been operating entirely from Sweden, with founder August Hektor managing all the shipping himself. Their unique business model initially focused on a drop model where new collections sold out quickly, but as demand grew, the need for a scalable and efficient fulfillment solution became evident.
Project Ratchet needed a trustworthy and scalable 3PL to manage growing orders With the increasing popularity of their rings, Project Ratchet faced challenges with their self-managed shipping process. The brand was built on a close connection to customers, offering personalized service, including size exchanges. August found himself overwhelmed, spending around 15 hours a week—and up to 60 hours during product drops—packing and shipping orders. This intense workload not only limited his ability to focus on growing the business but also delayed customer orders, impacting satisfaction.
The need for a reliable 3PL became clear, but finding a partner that could handle their unique requirements, including personalized service and size exchanges, was crucial. Additionally, Project Ratchet was looking for a solution that could reduce shipping costs, especially for their largest market, the US.
"The main thing really is personalization and communication. I felt like Fulfill really listened to what we were looking for, and we got some great recommendations."
Fulfill matched Project Ratchet with a boutique 3PL that met all their needs. Through Fulfill's network, Project Ratchet was introduced to several boutique 3PLs, including Moby Dick, which stood out for its ability to provide personalized service and flexible operations. Fulfill's process was comprehensive, ensuring a deep understanding of Project Ratchet's needs and providing a curated list of potential partners.
August was initially skeptical about outsourcing, fearing a loss of control over the brand's image and customer experience. However, he was pleasantly surprised by the level of personalization and communication offered by the 3PLs Fulfill recommended. These partners offered direct communication lines, sometimes even with the company founders, ensuring a tailored approach to Project Ratchet's needs.
"It's life-changing, really. I was afraid of a loss of control, but the quality of service from a boutique 3PL can be just as high, if not higher, than doing it in-house."
Project Ratchet saved 15+ hours per week and reduced shipping costs by 50%. Since partnering with Moby Dick, Project Ratchet has seen a significant improvement in its fulfillment process. The most immediate benefit was the time saved, with August no longer needing to spend hours packing and shipping orders. This not only allowed him to focus on other aspects of the business but also improved his quality of life.
Shipping costs to the US were reduced by approximately 50%, thanks to the domestic rates offered by the new 3PL. This change transformed shipping from a cost center into a potential profit area, especially with the introduction of express shipping options.
Another key benefit was the 3PL's efficient handling of size exchanges, a crucial aspect of Project Ratchet's customer service. With orders being shipped within 24 hours and seamless email communication, the brand was able to maintain the high level of customer satisfaction they are known for.
By partnering with Fulfill, Project Ratchet successfully transitioned to a 3PL that provided both time and cost savings while maintaining their personalized customer experience. This partnership not only streamlined their operations but also positioned them for future growth, with the flexibility to expand into new markets and product lines.
