Coyuchi is a rapidly growing brand specializing in sustainable, luxury home goods.
Coyuchi was experiencing significant growth, with 80% of their business coming from online sales. They were seeking a new a strategic 3PL partner to manage their surge in demand, support their long-term growth plans, and manage their upcoming peak season.
Peak season collided with a platform launch and a 400% sales surge
One of the challenges they were facing is that peak also coincided with a new eCommerce platform launch and a complex, elevated gifting experience. Additionally, a 400% increase in sales above forecast and a last-minute gift with purchase swap created significant fulfillment challenges. Their small size and limited data made future planning difficult. They lacked the resources to operate their own warehouse and staff.
How we supported
A scalable peak solution hyper-focused on accuracy
Scalability
Faced with a demand surge exceeding peak forecasts by 400%, our flexible staffing and fulfillment processes enabled us to adapt, manage labor, efficiently execute orders, and deliver a positive customer experience.
Execution
Despite minimal preparation and documentation, we successfully executed Coyuchi’s complex and unique gifting experience.
Accuracy
We maintained or exceeded the client’s service level agreement (SLA) for order accuracy, even during peak season.
Flexibility
Our ability to adapt to changing situations was evident when we seamlessly handled the last-minute gift with purchase swap due to a stockout. This ensured a smooth experience for both the client and their customer.
0%
scale for peak
based on client forecasts
0%
reduction in carbon emissions
compared with previous 3PL
Drove eCommerce sales and consumer satisfaction
Reduced supply chain costs
Scaled for long-term growth
Outcomes & impact
Benefits of a long-term partnership
- Ecommerce expertiseAs a growing brand, Coyuchi benefits from our deep understanding of the online sales landscape. This expertise is crucial for their success and helps them navigate the ever-evolving eCommerce landscape.
- SustainabilityOur facility offered a 13% reduction in carbon emissions compared to their previous 3PL provider, aligning with their sustainability goals.
- Product CustomizationWe understand Coyuchi’s desire for a bespoke customer experience and the potential for future product customization, like embroidery and monogramming. Our tailored services can support these initiatives.
- Return EfficiencyOur efficient returns process minimizes customer service costs and ensures timely refunds, increasing customer satisfaction.
- Reduced Transportation CostsWe leveraged our scale and buying power to secure lower transportation costs than the client could achieve independently.
"Paxon is a valuable partner who understands our needs and provides us with tailored solutions that support our growth."
Director of Operations