EXCLUSIVE Q&A: Brandon Blackwood optimizes inventory accuracy
A luxury handbag and accessories brand is ensuring customers receive the correct items with help from a third-party logistics provider (3PL).
Neema Frazier, director of logistics, Brandon Blackwood, recently spoke with Chain Store Age about how the company works with 3PL and inventory management technology provider Radial to optimize the accuracy of direct-to-consumer orders and keep track of its broad SKU assortment.
Fraizer also shared some insight on how retailers can manage the impact of tariffs on their supply chain operations.
[READ MORE: Trump pauses most reciprocal tariffs, raises China levy]
What fulfillment issues was Brandon Blackwood facing?
Inventory numerical accuracy had been a huge issue for us in the past. Our previous third-party logistics provider (3PL) did not have the proper support in place to handle our expanding SKU count, which would cause major reporting issues.
In turn, this would sometimes cause product to either oversell or undersell, which caused issues with order accuracy and affected customer satisfaction due to delayed deliveries.
Why did you decide to implement Radial technology and 3PL services?
Radial helped us drive operational efficiency with an inventory management system that could keep up with our extensive, and growing, SKU count. More than 75% of our business is business-to-consumer-related, and it is imperative our 3PL partner can not only sustain our order flow but also teach us and integrate new ways to improve it.
We needed a 3PL partner who understood that fulfillment is an extension of our brand and that every logistical task is vital to our customer experience.
What have the results of this deployment been?
Our order accuracy is currently at 99.98%, which is a major improvement from the rate achieved with our previous 3PL. Due to having such a high level of efficiency, our customer retention has increased by 19%.
Fashion and luxury are competitive markets to begin with, and current economic uncertainties make it critical to deliver a cohesive experience from click to delivery. We want every shopper to fall in love with their purchases and keep shopping with us.
Are there any future fulfillment plans you can discuss?
Brandon Blackwood’s customers have always played an essential role in our design process by voicing their desires for more colorways and fabrics on our social media. We want them to see themselves in the brand.
To continue that sense of personalization and identity, we are now working on implementing custom embossment for our more popular SKUs to give customers a premium feel and elevate the unboxing experience. Radial has been essential in sourcing the equipment and training for this endeavor.
Looking at the industry as a whole, how can retailers mitigate the potential impact of tariffs on their supply chain operations?
The past few weeks have been a whirlwind in regard to the updated tariff policies. To help mitigate the impact of tariffs and cut costs, we are looking to expand our vendor catalog, as well as re-negotiate current service terms so they meet our brand needs.
Brandon Blackwood is also leaning heavily on our freight brokers and ensuring all classifications are up to date and there aren’t any missed opportunities within the customs processes.
Having a well-rounded strategy – even when the tariff and trade situation continues to unfold before us – helps protect customer experience and maintain brand loyalty. It definitely takes a network of trusted partners to navigate this smoothly.
