Bag Borrow or Steal (BBoS) is a rapidly growing ecommerce business that allows consumers to “borrow” designer hand bags and jewelry with monthly subscriptions. BBoS offers thousands of handbags and jewelry ranging from Dooney & Bourke to Louis Vuitton to Gucci. Customers can borrow multiple items at a time and use them as long as they wish, or return them and switch to other items.
The Challenge
In 2005, Bag Borrow or Steal had outgrown its existing facility. They also needed a more sophisticated operating environment and systems to efficiently handle the complex fulfillment and return processes of thousands of high-value items. Also, because of their unique business model, BBoS needed an exceptional customer contact center that could help customers understand how the BBoS service works and make them feel comfortable and excited about signing up for the monthly BBoS subscription.
To top this off, BBoS decided to begin utilizing an outsourcer in the fourth quarter, its busiest and most important time of the year. The transition had to be quick and flawless to not disappoint the existing client base and a huge influx of new customers.
The DTI Solution
Bag Borrow or Steal selected DTI warehouse to manage their fulfillment and customer care operations. To ensure a seamless transition, DTI’s management spent a significant amount of time at BBoS’s existing facility to learn every nuance of the business. They rolled up their sleeves and performed every aspect of the fulfillment, returns, inventory management, and customer contact center processes - quickly identifying ways to improve efficiency and accuracy that would be implemented at DTI’s facility.
DTI developed a detailed work plan to address every step of the transition – work flow, systems interfaces, hiring, training, inventory transfer over a thousand miles, stocking, and establishing a highly skilled customer contact center team, while avoiding any disruption to the business. With the holiday season approaching, there was no margin for error or delay.
With so much at stake, nothing could be left to chance. DTI monitored not only its own activities, but the tasks of all other parties and vendors with a role in this transition. Although some issues were encountered along the way, they were identified early and resolved quickly.
Equally important was the implementation of reliable processes the high-touch requirements of Bag Borrow or Steal’s business. The customer experience when opening high-value BBoS shipments is vitally important and directly linked to satisfaction and loyalty. Also, because it is a subscription business, most shipments are ultimately returned (except when customers decide to purchase the item). Upon return, each item needs to be inspected for verification of authenticity, cleaned and/or repaired, restocked and tracked by serial ID.
The Results
Bag Borrow or Steal and DTI Warehouse successfully made this transition work on time and on budget. As BBoS continues to experience explosive growth, DTI proactively plans and manages its role as the provider of fulfillment and customer care services. DTI is also focused on providing greater value to BBoS through analysis of inventory productivity, identifying fraud activities, and facilitating the implementation of RFID technologies.