Key results achieved with Rabot

• 5X ROI with Rabot – with a payback period of 2 months

• Significant reduction in time spent researching order issues, from hours to minutes

• Improved client trust and acquisition through transparent order verification

• Enhanced efficiency in packing processes and quality control

Meet your new BFF: Brilliant Fulfillment

Brilliant Fulfillment (BFF) stands out as more than just a 3PL provider – they're your new Best Friend Forever in logistics. Founded in 2013 by Nancy Henger (CEO), Brilliant Fulfillment recognized a need for climate-controlled warehousing to serve the fulfillment needs of the health and beauty industries.

What started as a modest 1,000 square foot operation with a single customer has grown into a 160,000 square foot powerhouse across two facilities, serving a diverse customer base with best-in-class experiences in the DFW area. Based in Grapevine, TX, Brilliant serves over 40+ D2C and B2B brands, simplifying and streamlining fulfillment needs so clients can focus on what they do best.

Nancy Henger, CEO and founder, reflects on Brilliant’s unique approach: "We think inside the box so you don't have to. Our goal is to simplify and streamline your fulfillment needs so that you can spend time doing what you do best."

Challenges: Thinking outside the box to solve claims

As Brilliant expanded its operations and client base, it faced several critical challenges:

1. Needed a way to verify order contents quickly and accurately: Verifying order contents was a time-consuming process, often requiring order recreation and manual weighing. This method was inefficient and error-prone, especially as order volumes increased.

2. Wanted to reduce losses from fraudulent claims of missing items: Brilliant faced growing issues with "friendly fraud," where customers falsely claimed missing items. Without concrete evidence, they often had to side with customers, leading to unnecessary replacements and losses.

3. Aimed to improve operational efficiency and quality control at scale: As Brilliant grew from 1,000 to 160,000 square feet, maintaining consistent quality and efficiency became challenging. They needed a scalable solution that could work for their growing team.

These challenges were particularly acute given Brilliant’s commitment to providing personalized service for each of their clients. They needed a solution that would allow them to maintain their high standards of customer care while handling increasing order volumes.

Enter Rabot: The ultimate unboxing experience for fulfillment centers

When Rabot approached Brilliant Fulfillment with the Rabot Pack camera system, the Brilliant team immediately recognized its potential to transform their operations. Nancy recalls the game-changing moment:

"Rabot has been an amazing partnership for us. When we bring clients through here and show them we have cameras at every pack station, they're immediately impressed. It has helped us gain their trust. Knowing that we have eyes on everything packed, it gives them confidence that if they have a question about an order, we can quickly give them an answer."

Rabot's solution provided Brilliant Fulfillment with:

1. Video monitoring at each packing station. Rabot installed cameras at every pack station to record each order being packed. Rabot provides complete visibility into the packing process, allowing Brilliant to track and verify the contents of each package.

   
   

2. Ability to review packing processes in detail. Rabot's Events tab captures barcodes, allowing easy retrieval and cross-checking. This feature enables Brilliant to quickly verify packed items and download full logs of order event, saving hours of investigation time.

   
   

   

3. Tools to quickly resolve customer disputes. Rabot's system provides Brilliant with concrete evidence to resolve customer disputes efficiently. They can not only review video footage but also send screenshots to customers, legitimately confirming package contents within minutes.

4. Insights for training and improving packer performance. Rabot’s videos serve as a powerful training tool, allowing Brilliant to identify best practices and areas for coaching, which has boosted team morale and performance by turning individual mistakes into collective learning opportunities.

Transformative results: Shipping done brilliantly

1. Efficient dispute resolution

With Rabot, Brilliant dramatically reduced the time spent researching order issues. Marian May, Director of Client Services, explains the impact:

"Being able to see it on the video is just a game changer. We're able to use Rabot to really ensure and guarantee that the right procedure has been followed according to the client’s needs."

This capability has been transformative in handling customer claims and carrier disputes. Heather, CFO, shares a recent example:

"During my reconciliation of carrier charges, I noticed a package with an unexpectedly high cost. The carrier had charged us for 20 pounds, but when I checked the video footage, it was clearly a small box we frequently send out that typically weighs less than a pound. Thanks to this evidence, we were able to recover the overcharged amount from the carrier."

2. Enhanced client trust and acquisition

The implementation of Rabot has become a significant selling point for Brilliant Fulfillment. It aligns perfectly with their mission to simplify fulfillment for their clients, allowing them to focus on their core business.

Nancy notes, "Having Rabot here has been excellent for sales. It has helped us win over new clients."

3. Improved operational efficiency

Rabot's platform has allowed Brilliant to identify and address inefficiencies in their packing process quickly. This extends to training and performance improvement, ensuring that Brilliant maintains its high standards of service even as it scales.

4. 5X ROI, with a 2-month payback period

With Rabot’s order lookup feature alone, Brilliant experienced serious savings in claim investigation labor and reshipment costs – with a 5X ROI and payback period of 2 months. (And that’s not even calculating packing productivity improvements, faster onboarding/training, and newer features) 

Heather explains how Rabot helps maintain quality:

"Sometimes a customer will open a box and claim, 'This was just thrown in here.' We can show that we didn't pack it that way. Often, the carrier dropped and opened the package, then repacked it poorly. We've even had items show up in boxes that we never put there, and we can prove it. The video evidence is a huge help in these situations."

Looking to the future: Your BFF in fulfillment

As Brilliant Fulfillment continues to grow and evolve, Rabot remains an integral part of their strategy for maintaining high-quality, personalized service at scale. The company is exploring ways to use Rabot proactively, addressing potential issues before they result in customer complaints.

Nancy summarizes the impact of their partnership with Rabot:

"We're grateful to partner with a company like Rabot. Being able to offer this to our clients has been impactful across the board."

By leveraging Rabot's innovative technology, Brilliant Fulfillment has not only enhanced its operational efficiency but has also reinforced its commitment to transparency, quality, and customer satisfaction. As they look to the future, this partnership promises to play a crucial role in Brilliant Fulfillment's continued growth and success in the competitive e-commerce fulfillment landscape.

With Rabot's help, Brilliant Fulfillment truly lives up to its motto: "We Get Ship Done." They think outside the box so their clients don't have to, ensuring that each package is not just a delivery, but a brilliant fulfillment experience.