In this story
Who is Rolla’s by ThreeByOne?
Rolla’s is an Australian denim label created by ThreeByOne, known for its timeless cuts, retro feel and laid back personality. While its vintage label is inspired by the past, its customer experience is driven by the future. To initiate the next stage of its customer experience and, therefore, growth, the brand had a desire to unlock its entire inventory across a network of nine stores in Australia.
Results at a glance
- 10% reduction in freight costs across Australia
- 75% reduction in non-stocks through ship-from-store
- 50% reduction in its in-store pick-and-pack rate
- Dramatic improvements to customer satisfaction
- Reduced customer service inquiries, generating time-savings in head office
“Using Shippit has reduced our freight costs by 10% which has been a massive cost saving for the business. We have been able to reduce our non-stocks by 75% with our ship-from-store orders, which has dramatically improved our customer satisfaction rating.”
- Jacqui Devereux, eCommerce Manager at Rolla’s and Abrand, part of ThreeByOne
What challenges did Rolla’s face?
Managing last mile delivery is challenging at the best of times, but for complex, scaling and multi-brand operations like Rolla’s by ThreeByOne, it’s even more so. For Rolla’s, an iconic brand with a leading reputation to uphold, challenges like fragmented inventory, rising freight costs and inefficient manual processes were beginning to mount.
Solving these challenges would be fundamental to Rolla's goal of elevating its online presence; during both peak season and regular operating hours. The key for Rolla’s was finding a solution that enabled it to unlock what it deemed “previously unsellable” inventory and offer premium delivery services to their customers.
In addition to maximising its inventory availability and optimising its delivery, Rolla’s also wanted to streamline the pick-and-pack rate and overall fulfilment process for its in-store teams. In doing so, this would generate time-savings so they could dedicate as much time as possible to provide an elevated customer experience for shoppers in-store, too.
Where does Shippit come in?
To power its goal of elevating its online presence and providing a premium delivery service to boost customer satisfaction, retention and revenue, Rolla’s partnered with omni-channel commerce platform Brauz, alongside Shippit.
Through Brauz, Rolla’s would be able to allocate orders to stores based on its custom shipping rules, while Shippit would handle all the carriers in the back end, ensuring that the fulfilment and delivery elements would be facilitated as quickly, conveniently and transparently as possible.
Operationally, the ability to control complex deliveries by setting business rules that allocate orders based on multiple factors, such as weight, dimensions and parcel count, would provide even more value to Rolla’s.
What were the results?
The advanced shipping rules have given Rolla’s full control over its stock, with the platform automatically assigning order to the right store based on the store's proximity to customers and inventory levels.
Once the stock was allocated, through Shippit, Rolla’s was able to:
- Streamline the pick-and-pack process by 50%, generating crucial time-savings for in-store teams;
- Reduce non-stocks by 75% as stores are able to push orders to other stores if they don't have stock or it's on hold for a customer;
- Offer complete transparency and real-time fulfilment and delivery updates, so customers were informed from check-out to doorstep;
- Turn delivery transparency into a major reduction in WISMO inquiries.
“We can't thank Shippit and Brauz enough for the time savings and operational efficiencies that their platforms have afforded us. We can now shift orders from our stores instantly with no headaches and no delays,” continued Jacqui.
As a result of the implementation, 15% of Rolla’s daily orders are facilitated through its ship-from-store capabilities. That figure doubles, to almost one in three during peak season - when volumes, expectations and stakes are even higher.
It has also delivered on another pre-implementation goal: streamlining the process for in-store teams. Those time-savings transcend shop floors, too. Rolla’s has seen significant time-savings business-wide, including in its head office, where teams are spending far fewer hours reassigning orders or processing refunds.
Ultimately, optimising fulfilment and delivery is about improving customer experience, and therefore satisfaction, retention and lifetime value. Through the implementation of Shippit and Brauz, Rolla’s has done exactly that. For multi-brand businesses, that’s worth its weight in gold.
“We have improved our CSAT score, loyalty and repeat purchases. Part of this is our delivery promise to customers, which Shippit helps us facilitate by ensuring our parcels are delivered to customers as efficiently and transparently as possible. Our shipping experience is now faster, happier and more efficient.”
- Jacqui Devereux, eCommerce Manager at Rolla’s and Abrand, part of ThreeByOne
