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Resource Type: Case Studies

CASE STUDY

Biossance: Driving Global Growth Through Smarter Fulfilment

Originally launched in the US, clean skincare brand Biossance had global ambitions but was limited by high operational costs and subpar customer experience.

Here's how THG Fulfil helped.

Audio • 1 min

Contents
  1. Biossance: Driving Global Growth Through Smarter Fulfilment
  2. The Challenges
  3. The Strategy
  4. The Results
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After partnering with THG Fulfil, Biossance transformed its fulfilment 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 fulfilment 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 Strategy

Together, we overhauled Biossance's fulfilment operation with this three point strategy:

  1. Immediate consolidation of the existing Biossance warehouse network. Reducing four warehouses in the USA into one highly efficient facility (New Jersey). Migrating all EU and UK operations into THG Fulfil's highly automated facility in Poland and Manchester UK - reducing fulfilment costs to just 7% of revenue, saving over £5.6 million annually.
  2. Utilising THG Fulfil's suite of automation and shrinking storage requirements to handle the daily Biossance order volume, thus significantly reducing variable labour and fixed costs, all whilst increasing throughput to customers.
  3. By plugging straight into a well-refined and established local courier network in each region , THG Fulfil reduced transportation costs and dramatically increased service to customers through quicker delivery times.

The Results

  • A 68% reduction cost per customer contact, perviously operating at 25% contact rate, Biossanve now operated below 10%.
  • Trustpilot scores in the UK have moved from a "poor 2.1" rating to a "great 4.3" rating whilst increasing the number of customers leaving feedback.
  • CSAT increased from 72% to 82.9% post-integration.
  • £5.6 million in annual savings, due to the reduction in fulfilment costs to c 7% of revenue, which was reinvested into high-impact growth channels.

By using THG Fulfil's services, Biossance has successfully optimised its fulfilment operations, realising substantial cost reductions and establishing a solid foundation for ongoing business expansion.