Here’s how Capacity is helping a leading skincare brand scale to new heights
Editor’s note: Typically, our case studies name names: r.e.m beauty, Fur, The Perfect Jean. But sometimes a brand wants to keep things close to the vest. We respect that. So in order to tell the story, we anonymize it. This is one of those cases.
When a senior operations leader joins a fast-growing brand, they quickly identify what needs attention.
For one operator, it was fulfillment.
She joined a leading skincare brand in November 2021. The company was in the thick of its consumer ecommerce peak season while also managing its dermatologists channel and both its Amazon and international presences.
Our operator inherited Capacity. We’ve been the brand’s fulfillment partner since 2016. Upon settling into her new role, one of the first things she did was visit our New Jersey campus.
“I believe so strongly in the importance of relationships. They’re essential in this business. I needed Capacity’s leadership – Jeff, Thom, Darren, LT and others – to know that we needed the utmost out of our fulfillment partner in order to take our business where we were planning to take it.”
More, Faster
The brand is able to go where its customer goes. It can pivot quickly, engaging the dermatology and medspa communities, investing in influencer relationships and launching friends and family sales and tightly orchestrated PR campaigns.
This requires an equally nimble fulfillment partner.
To align with the brand’s vision, the brand’s ops leader and the Capacity team took stock of where we were and what needed to happen. We customized communications protocols to eliminate surprises. We diligently cleaned up our pallet positions, reducing them by half to ensure that we weren’t unnecessarily storing the brand’s products – especially those with expiration dates.
This collaborative effort delighted commercial leads. Ecommerce orders were reliably shipping within 48 hours, meeting customer expectations. And thanks, in part, to a refined fulfillment operation, the brand has experienced double digital growth rates each year since 2022.
“It’s great to work with an ops pro who is this sharp. She gets it. We know that she can walk our floors – and she does regularly! – and our entire team knows her. I think that says a lot about our people too. They know that what they do matters.”
Thom Campbell
Chief Strategy Officer
Capacity
Problem Solving
In the spring of 2024, the brand had to stop shipping product to Amazon for six weeks. There was a packaging issue. Along with the brand’s corrugate supplier and assembly team, we collectively found a solution to rework product into an Amazon-approved configuration while shortening the fulfillment window for picking/packing and routing orders.
“This is where Capacity’s experience shines. They’ve seen it all. They can quickly understand a problem, bring their expertise to the table and work with partners up and down the supply chain. Their knowledge is truly an asset.”
Quality, Service, Cost
Those are the three high-level metrics the brand keep tabs on.
Is the 3PL’s last touch ensuring that our products are delivering on our brand promise?
Is the 3PL delivering on its SLA, maintaining consistent, clear communication and otherwise giving us what we need?
Are they doing it in a way that makes economic sense for us?
The answer to all three of those questions has to be “Yes.” And with this brand, that’s exactly where we are.
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