Zendbox

BACKGROUND

Introduce your business and what you do there.

I am the commercial director for a marketing company that distributes and sells online supplements for fertility, predominantly for women's health and fertility treatments. We were previously a big pharma company, and we apply the same rules of pharma to our supplements as we did to our pharmaceuticals in terms of their evidence-based supplements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Zendbox?

Before, when we had the pharma company, we did all our own storage and distribution. We had our own warehouse and couriers. When the boss sold the pharma business, they kept the building and the storage service. So, we needed to find a solution to distribute our products.

SOLUTION

What was the scope of their involvement?

Zendbox provides warehousing and distribution services for us with various options, packages, and couriers.

What is the team composition?

Zendbox provides a team of about eight people, including marketing, sales support, operations assistants, a commercial director, and sales.

How did you come to work with Zendbox?

We came across them through a Google search. We put an inquiry on their website asking them to give us a callback, which they did. They arranged a teleconference with us to learn more about us, what we do, and whether they would be a good fit for our business.

In the initial call, they told us they were a fast-moving small goods company. They said that of the people who approached them, they replied no to up to 90–95% just because of the nature of what they do. They told us that our products were a good fit because they started as a supplement company doing distribution.

We were more interested in the pricing. They talked us through all the different options, packages, and couriers. They differentiated themselves from other packaging companies by having multiple courier options and explaining how their distribution channels work.

How much have you invested with them?

We spend between £13,000–£18,000 a month.

What is the status of this engagement?

We started discussions in November 2022 and finalized the contract in February 2023. We transitioned and moved to Zendbox in May 2023, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We have a service level agreement (SLA), and they haven't ever gone below the SLA at all. They have a 97% delivery rate. In the 18 months, our business has been growing. Since we are consolidating our business, we haven't been measuring success as efficiently as we should. However, they don't cause us too many problems.

How did Zendbox perform from a project management standpoint?

It is a broad question, but regarding project management, they generally meet deadlines and stay on budget. We communicate via email and Microsoft Teams.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

From the engagement point of view, Zoe stands out. She has been there the whole time. She is the glue between the customer and the operation. Mistakes are typical on a company's operational and IT side. Zoe understands what is happening and communicates with everybody. Without her, they would struggle. She is amazing.

Alex has also been great. He has terrific technical capabilities, is brilliant and very knowledgeable, and helps with any integrations.

What did you find most impressive about them?

We don't compare them with other suppliers because we used to do warehousing and distribution for our product. Instead, we compare them with ourselves. We don't have all the advantages of doing operations ourselves. Having said that, for the most part, they are very efficient. We don't have to worry; they get on with it. They take away a lot of the stress for us. Having the dashboard and real-time data is very helpful. We can order ourselves manually on the system, see how they are doing, and track them.

Are there any areas they could improve?

Their stock management could be better. Too often, our stock numbers and their stock numbers have been mismatched. They can't find stock or send out the wrong stock. We want the reporting and data to be more accurate. We get there, but it takes a lot from us. This can be a downside of having a third party managing our stock.

The FBA process seems a little bit outdated. They still use Google Forms, which is not real-time, and we don't have that information immediately when there's a collection. There are about eight-hour delays in our information as well, and the inventory isn't always accurate.

Do you have any advice for potential customers?

Visit them, talk with everybody on their team, and see where they will put your stock. Understand how they manage their systems. Work on your relationship with them because they look after your stock and customers. Don't just hand it over; work with them, and they will do an excellent job for you.

BACKGROUND

Introduce your business and what you do there.

I’m the e-commerce manager of Ringtons, a tea and coffee brand.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Zendbox?

Our fulfillment tasks were taking up a lot of management time and resources, so we needed outside alternatives that could do that fulfillment work for us.

SOLUTION

What was the scope of their involvement?

Zendbox provides fulfillment services, including picking, packing, and storing products. To jumpstart the project, we’ve given them a brief with our key metrics, the type of services we provide, and the products we ship. In addition, we’ve had face-to-face meetings with them to give them a demonstration of how we operate.

What was the team composition? 

We’ve worked with three members of Zendbox’s team, including Zoe (Customer Success), who is our main point of contact.

How did you come to work with Zendbox?

We found Zendbox online while doing research for potential service providers. We chose them among other options because we developed a good relationship with them.

What is the status of this engagement?

We started working together in November 2022, and the engagement is still ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Zendbox's work has massively impacted our business because it has solved our problem and freed up our time to perform other tasks. Overall, the quality of service is second to none, delivering the orders efficiently.

How did Zendbox perform from a project management standpoint?

Zendbox has delivered everything on time and within budget.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review? 

We'd be lost without Zoe.

What did you find most impressive about them?

Zendbox's services are efficient, and the team is personable — we always know who we're working with and have a main point of contact for our inquiries.

Are there any areas they could improve?

Zendbox's team continuously improves our portal and its use by giving more propositions and working hard on the project's costs.

Do you have any advice for potential customers?

Estimate the budget as closely as possible so you can understand the full costs of the operation.

BACKGROUND

Introduce your business and what you do there.

I’m the director of an e-commerce business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Zendbox?

We needed a fulfillment partner. 

SOLUTION

What was the scope of their involvement?

Zendbox is our fulfillment partner. Before we hired Zendbox we didn’t have an accurate stock holding. Orders weren’t being dispatched in a timely fashion, and we wanted to address and improve on these issues. Now, Zendbox dispatches orders if they’ve been placed the same day by 5pm.

What is the team composition?

I’ve spoken to their CEO, an onboarding specialist, and a pricing analyst.

How did you come to work with Zendbox?

After doing extensive research on fulfillment partners based in the UK, we decided to go with Zendbox. After meeting with their CEO, they filled us with enough confidence that they’d provide a good service.

How much have you invested with them?

We spend $10,000–$50,000.

What is the status of this engagement?

We started working together in March 2021, and our work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They’re as close to Amazon’s delivery service that I’ve seen.

How did Zendbox perform from a project management standpoint?

We communicate via phone, email, and Zoom. We have no issues with project management.

What did you find most impressive about them?

Their communication and speed stand out. For example, they turned around 3,000 backorders for us in 24 hours.

Are there any areas they could improve?

They’re quite expensive, but their service is high quality. Otherwise, we have no issues.

Do you have any advice for potential customers?

My advice is to consider the pricing thoroughly to avoid any surprises.

BACKGROUND

Introduce your business and what you do there.

I’m the director of a snack food company.  

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Zendbox?

Our fulfillment partner went bankrupt and put us in a terrible position. Our orders weren’t being dispatched.  

SOLUTION

What was the scope of their involvement?

We have our gifts manufactured here in the UK, and we have them shipped to Zendbox. They receive the packages and make sure all of the inventory documentation is correct.

Next, they update the orders in a portal where we can see the status in real-time. They also offer an express shipping option. The team offers us data on how much inventory we’re selling and stocking.

What is the team composition?

We started discussions with their owner. Once they decided we’re a good fit for their offering, we starting working with Amit (Head of Customer Succuss). Next, we worked with Alex (Integration Lead) to get us set up.

How did you come to work with Zendbox?

We were referred to Zendbox.

How much have you invested with them?

We’ve spent $15,000 so far.

What is the status of this engagement?

We started working together in June 2021, and our work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

With fulfillment, success looks like no customer complaints. As long as we’re not getting any complaints, we know that Zendbox is doing its job. Last year we had hundreds of complaints; this year, we only had three. It goes to show that the Zendbox team are smooth operators.

How did Zendbox perform from a project management standpoint?

Now that we’re all set up, we just submit a support ticket. We’re redirected to someone in their company depending on what the issue is. The entire onboarding process was simple, detailed, and transparent. It was well executed, unlike other providers we’ve had in the past.

What did you find most impressive about them?

They set their standards very high. They pitch themselves with the best in Europe, and their metrics support that. That level of excellence is where we want to be aligned with.

Are there any areas they could improve?

No, they analyze their business on a daily basis to improve. They constantly make their system more seamless and effective.

Do you have any advice for potential customers?

Reach out and analyze what Zendbox offers. Ask yourself if you want to be aligned with the best. Consider whether you’re a bit more price-conscious and if you’re happy to pay for a cheaper service that might not get you the metrics you want.

BACKGROUND

Please describe your company and your position there.

MomijiHQ Ltd is an e-commerce company with 3PL hubs in UK and USA. I am the CEO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Zendbox?

We needed a reliable and forward thinking Third Party logistics (3PL) company that understood the rapidly changing needs of our consumers and that is technology driven to be able to keep up with the ever-changing dynamics of global distribution.

SOLUTION

How did you select this firm and what were the deciding factors?

Having shopped around, we selected Zendbox because of the people and the ethos. They are clearly committed to change and keeping their IT ahead of the pack. I remember that the first person to pick up the phone was someone with a title of customer services manager. In fact it was the owner and the reason I found out was my own due diligence and not by him telling me. I appreciated this hands-on approach as speaking directly with customers means there is no filter and you get the truth. I do plenty of CS in my company and so I empathise.

Describe the project in detail and walk through their service package.

The project / service is straightforward enough on the surface. It is to turn my orders taken on Shopify into a next-day delivery for the UK and same-day despatch for overseas orders at a competitive cost and hassle free.

How many resources from the vendor's team worked with you, and what were their positions?

Initially we worked with their on-boarding team to set up inventory and link their software to Shopify. This was overseen by the owner. Now we work with customer services and if you need the owner you only have to ask. he is always keen to sort out any problem.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

A 3PL's success is judged in one light by the number of customer emails I get in my inbox. Sure, customers email in to say how great we are, sometimes, but mostly it's a "where is my order?" (wismo). The number of wismos dropped dramatically once we started using Zendbox. This enabled me to cope with that level during the peak season without hiring any temp help. More importantly, it meant we had happy customers and a growing business. For UK customers this has been consistent.

European customers had severe delays due to the Brexit process changes that grounded many carriers. Even Royal Mail stopped deliveries to EU for a while in early 2021. Like people, you measure a company when the chips are down not when all is running smoothly. It was solidly reassuring that the owner kept in touch during these difficult times and made sure we were fully informed. That period is well behind us now and all is proceeding smoothly at home and abroad.

How effective was the workflow between your team and theirs?

The aim of both vendor and customer is as little contact as possible with 3PL after set up. We both want it to just work. And, outside of Brexit, it just does.

What did you find most impressive or unique about this company?

Their entrepreneurial spirit matches my own! The commitment to constantly improving the technology to cut work and effort is key. It ensures faster order turnaround, support turnaround and helps to keep the cost of waste out of the business.

Are there any areas for improvement or something they could have done differently?

I am happy with the onboarding process and where we are now. Are there any areas for improvement? - sure, always. And they have the attitude to identify what that is; keep up and get ahead where possible.

BACKGROUND

Please describe your company and position.

I am an Executive of Ninju World

Describe what your company does in a single sentence.

Direct-to-consumer Health and Wellness products

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Zendbox to accomplish?

• Deliver on time
• Give Great Service
• Storage

SOLUTION

How did you find Zendbox?

Referral

Why did you select Zendbox over others?

Referred to me

How many teammates from Zendbox were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Fulfilment services for our Direct to consumer website and handling our business to business orders.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• On-time deliveries
• quick customer service response time 
• no damages on our orders
• happy customers

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The onboarding was streamlined, and they've gone above and beyond to help us out with setting up. They've delivered on time with a very helpful team.

What was your primary form of communication with Zendbox?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• Late cut-off times 
• Rapid responses to customer service tickets 
• Very kind, knowledgeable team 
• Nothing is too much

Are there any areas for improvement or something Zendbox could have done differently?

The ability to handle chilled items.

BACKGROUND

Please describe your company and position.

I am an executive at an ecommerce company

Describe what your company does in a single sentence.

Pet Nutrition company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Zendbox to accomplish?

• Helps us delight our customers
• Despatch orders to our customers
• Provide tools to sell multi channel

SOLUTION

How did you find Zendbox?

Online Search

Why did you select Zendbox over others?

Referred to me

How many teammates from Zendbox were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We contacted Zendbox to set up our European counterpart of growth to ship to our customers with late cut off times

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Getting orders out on time, improved trustpilot reviews, happy customers, less complaints.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Zendbox onboarding was very in depth, they understand our specific needs and set us up seamlessly and on time. Really impressive with how in depth they went compared to other partners we used in other countries.

What was your primary form of communication with Zendbox?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They listen and they care, they constantly are adding new tech.

Are there any areas for improvement or something Zendbox could have done differently?

Providing layer support hours for our USA based office team

BACKGROUND

Please describe your company and your position there.

Im the Logistics manager

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Zendbox, and what were your goals?

We hired Zendbox when moving over from another provider after consistently getting issues, we were recommended their services by our web development agency when they were reccomended to us.

SOLUTION

How did you select this vendor and what were the deciding factors?

We chose them after the web agency who does our marketing recommended them as another client was using them and spoke highly of them.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The project was to take our Shopify orders and manage the inventory and order despatch to get our products into our customers hands quickly.

How many people from the vendor's team worked with you, and what were their positions?

We initially spoke to a sales consultant and once onboarded we had superb support and a seamless joining experience, we asked a lot of questions but their system is well thought out and worked really intuitively out of the box.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

After launching with them, we saw a considerable reduction in customer inquiries and complaints, what we really liked was the fact that we didn't have to do much, their system is like an auto pilot, set it up correctly and it works - really well.

Describe their project management style, including communication tools and timeliness.

This particular area was really impressive as we felt a huge weight taken off our shoulders, their technical support and efficiency in getting us set up are brilliant, our web developer worked with them also and was very happy with the service.

What did you find most impressive or unique about this company?

We can now offer next day delivery to the UK up till 7:30pm, the systems really help us organise our system and the best thing of all is the amount of time we have saved on a day to day basis, this has really given us the ability to focus on building the business and be less stressed.

Are there any areas for improvement or something they could have done differently?

Our emails initially went to their junk folder which wasted 24 hours but was fixed quickly.

BACKGROUND

Please describe your company and your position there.

Head of Customer Experience

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Zendbox?

We hired Zendbox after we used them at my previous company to take over our existing fulfillment provider, I was tasked as part of my role to improve the customer experience and streamline the business function so this was a very easy choice to make.

SOLUTION

How did you select this firm and what were the deciding factors?

In my previous role, we had many providers globally and worked with the market leaders but Zendbox always stood out so at my new position it was a very easy decision to make on which provider to use. the deciding factors are: Service levels Stock Accuracy Technology and reliability of Technology Customer service speed.

Describe the project in detail and walk through their service package.

the initial call was to find out our exact needs and understand our business in detail. the next step was to work with their onboarding team who were incredibly helpful and made very light work of the switch over of data and the data checks, the next stage was to complete a very in depth and helpful live training on the platform, once the stock arrived they completed a final go-live check to check everything would run with no issues. when we launched we were onboarded into a hyper care program that involves a 14-day post-launch 1-hour response which was to help us make sure we were happy and any teething pains or questions would be captured. was very impressed with the process.

How many resources from the vendor's team worked with you, and what were their positions?

Our main points of contact are in various areas, For tech their is a team, for customer service their is a team, we have a direct communication platform that gets routed to the right members of the team, the regular checkups are great and useful to get feedback on the service, they genuinely care and they are very supportive.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Our Trustpilot score increased, the amount of time we needed in admin and management nearly HALVED overall, from 16 members of a team to 7 supporting the operation. Their dispatch speeds, accuracy, and late cut-off times are great.

How effective was the workflow between your team and theirs?

When ever theirs a question they are quick to respond, the account management is regular and we always have members of the team ready to respond and assist us, what we especially like is the transparency and automation of the service which means we haven't had to contact them often as it just works which is more important for us.

What did you find most impressive or unique about this company?

The fact we don't have to contact them often as they just get it right the first time and the information and control gives us the ability to see whats happening in real time.

Are there any areas for improvement or something they could have done differently?

I think their pricing is a tiny bit higher than other but overall it is worth it as we save 10 X in ROI overall in staff time, customer satisfaction, repeat customers.