Case study · E-commerce and B2B fulfilment
A home fragrance house takes on Europe without a warehouse.
-
98.3%
picking accuracy
-
€0
invested by the brand in a warehouse or logistics team
-
−73%
monthly logistics costs
The context
Our client is a premium home fragrance brand with a presence in luxury hotels. Until then it served Europe from a showroom in Belgium that was costly to maintain. It wanted to cut that cost without setting up a warehouse or hiring a logistics team.
Two ranges have to be served: finished products (candles, diffusers, sprays, gift sets) and a professional scent diffusion offer made up of electric diffusers and their refills.
The challenge
- Highly varied stock: finished products, devices and raw materials, all tracked by batch and expiry date.
- Refills prepared to order. They account for three quarters of fragrance order lines.
- Irregular B2B and B2C flows, with roughly one order in five requested urgently.
- Returns to be handled without delay: parcels sent back by the carrier, refills damaged in transit, model or colour exchanges at the end customer’s.
- A need for visibility: the brand must be able to update its own customers on the status of every order.
Our solution
- Receipt and inventory of the launch stock, tracked by batch and expiry date.
- A dedicated assembly station: refills filled to order, with the station cleaned at every change of fragrance.
- Multi-carrier picking, packing and shipping, with a photo of every parcel before it leaves.
- Returns management: receipt and inspection of returned parcels, held until instructed, replacements and exchanges delivered to the customer by our drivers in Brussels or via a collection note.
- After-sales service: parcel photos for carrier claims, analysis of every incident and corrective action at the packing station.
- Steering: a dedicated order inbox, a stock and order dashboard, a weekly report, an ABC stock policy and a service agreement with 6 KPIs.
The results
- 98.3% picking accuracy.
- 8 urgent orders shipped outside the regular schedule, all absorbed at no extra cost to the brand.
- Replacements shipped on the day of the complaint: the end customer is looked after before any investigation.
- A systematic closure check on refills, introduced after two complaints about leaks.
- Refill safety stock cut by a factor of three thanks to made-to-order preparation.
- Monthly logistics costs down 73% compared with the former showroom.
- Zero investment in logistics: warehouse, team and tools provided turnkey.
“We were looking for a partner who could serve Europe without us having to build our own logistics. The SupplyTipTop team proved highly professional and always available whenever we needed them. Their day-to-day commitment and support make a real difference for our brand.”