How Hair and Skin Care Brand, Fur, Leveled Up its Fulfillment Game
By the end of Q1 of 2023, Fur was in need of a new fulfillment solution. While the hair and skin care brand was experiencing significant growth, D2C order ship times were growing less predictable while chargebacks became more common on the B2B side of the business.
Something Had to Change
On an industry recommendation, the Fur leadership team reached out to a fulfillment provider that had a strong track record in the beauty space. This 3PL’s stability, experience and expertise was just what Fur was looking for.
(In case it’s not obvious by now, that fulfillment provider was us, Capacity.)
The Fur and Capacity teams quickly aligned on requirements and a roadmap to get D2C and B2B fulfillment operations up and running by the end of the summer.
By August we were live.
Immediate Results
Once up and running with Capacity, Fur’s D2C fulfillment soared. Order processing, accuracy and ship times hit and exceeded SLA benchmarks, meeting not just brand expectations but those of the customer too. On the B2B side, Fur took full advantage of Capacity’s consolidation program with Ulta and saw chargebacks all but disappear.
"We couldn’t be happier with Capacity. They know fulfillment – inside and out. But beyond that, they’re real people. They’re professional and supportive. They communicate. They eliminate surprises. As long as you're not a competitor of ours, we’ll recommend Capacity all day long.”
Gabriel Blachette
Director of Operations | Fur
A Scaling Partnership
Not long after launching, Fur worked with Capacity on a full Netsuite integration, baking in its electronic data interchange (EDI) requirements to reduce manual data entry and management. After that, Capacity helped Fur rework case packing on inventory that the previous 3PL had left in poor condition. And most recently, the brand has also leaned on Capacity’s value-add services including kitting for holiday specials.
"We love that Capacity has a dedicated, in-house assembly team. They know our brand. They know our customer. And they know the exact experience we’re trying to deliver.”
Gabriel Blachette
Director of Operations | Fur
These Days, Fulfillment Isn’t Talked About Much at Fur
"3PL” isn’t on any meeting agendas at Fur. Fulfillment is happening the way it should: efficiently and accurately. From Day 1, Capacity worked with Fur to define a future state of fulfillment, support major business initiatives, maintain metrics and, ultimately, contribute to a carefully crafted brand experience.
"If you’re not talking about your 3PL, that’s a good thing. We know we’re in good hands with Capacity.”
Gabriel Blachette
Director of Operations | Fur
Want to learn how Capacity can inject new life into your fulfillment and help you scale your business? Start a conversation.