After partnering with THG, Biossance transformed its fulfillment strategy—cutting costs, enhancing service, and unlocking budget for growth. 

The Challenges

Before the THG acquisition, Biossance faced several operational and customer experience hurdles:

Unsustainable fulfillment costs, putting pressure on margins.

• High customer contact rates (25%), driven by missed SLAs and unclear delivery communication.
• Low Trustpilot rating of 2.1, undermining brand credibility.
• Limited capacity for marketing and innovation, due to high operational spend. 

The Solutions

THG Fulfil stepped in with a cost-efficient and performance-driven strategy to address these challenges:

• Reduced fulfillment costs to just 7% of revenue, saving over $5.6 million annually.
• Introduced streamlined processes and smarter communication workflows to reduce contact rates and cost per contact by 68%.
• Implemented new service standards, enhancing CSAT and review volume.
• Freed up budget for reinvestment into marketing, product innovation, and brand expansion. 

The Results

• Customer contact rates dropped from 25% to below 10%, improving service efficiency.
• Trustpilot rating soared from 2.1 to 4.4 with significantly higher review volume.
• CSAT increased from 72% to 82.9% post-integration.
• $5.6 million in annual savings, reinvested into high-impact growth channels.

Biossance is now delivering on its global brand promise with a streamlined operation that delights customers and drives profitability.