Improving Perfect Order Rate with Real-time Visibility

  • Rodan + Fields was founded in 2002 with the vision of bringing dermatology-inspired skincare to everyone
  • Leading market research companies consider R+F as the number one skin care brand in the US and North America
  • As a social commerce brand, R+F sells through independent consultants who leverage their network and market their own experience with products
Rodan Fields logo

The Problem

  • R+F has adopted a direct marketing model for sales. Products are sold by Independent Consultants who share a love for the R+F life
  • The direct marketing model results in very high order volumes
  • The diversity of buyers and their varied levels of computer literacy add to the complexity in the order capture and fulfillment process
  • Warehouse management and fulfillment is handled by the 3PL. The batch file based integration between R+F and 3PL systems prevented anomalies from being detected and corrected early resulting in long cycle times
Improving Perfect Order Rate

OpsVeda has been a huge win for R+F. It is central to our efficient order management and fulfillment process; helping us improve perfect order rate while reducing cycle times. The real-time operations visibility, manage-by exception approach, and predictive trending capability, surprisingly, also helped us stay on top of complex testing and data validation phase during the launch of our new web based e-commerce solution.

Neil Calderon
Director— Supply Chain Infrastructure

The Solution & Impact

  • OpsVeda’s real-time platform ensures that the current information from R+F internal systems and 3PL are readily available for analysis
  • Exceptions were set up using the platform’s Exception Builder tool, to automatically surface situations requiring attention. Power users can update or add exceptions as business processes change
  • The exceptions ensure that R+F sales operations is alerted early to issues like SKU changes at 3PL, Catalogue problems, Address issues and Stock deficiency at 3PL. Timely correction has streamlined the fulfillment logistics process
  • Exceptions and related visibility has enabled early detection of problems around invoice generation and posting. This has further reduced the order to cash cycle time

Anecdotal evidence suggests that delayed shipments to customers has reduced by over 60%.

Solution

  • Fulfillment Visibility

Objective

  • Improve Perfect Order Rate
  • Shorten Fulfillment Time

Relevance

  • Direct Marketing Companies
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