Brilliant Fulfillment improves operational efficiency, achieves 5X ROI with Rabot

Meet your new BFF: Brilliant Fulfillment

Founded in 2013 by Nancy Henger (CEO), Brilliant Fulfillment recognized a need for climate-controlled warehousing to serve the fulfillment needs of the health and beauty industries. What started as a modest 1,000 square foot operation with a single customer has grown into a 160,000 square foot powerhouse across two facilities, serving a diverse customer base with best-in-class experiences in the DFW area. Based in Grapevine, TX, Brilliant serves over 40+ D2C and B2B brands, simplifying and streamlining fulfillment needs so clients can focus on what they do best.

Customer needs

Quick, accurate verification of order contents

Verifying order contents was a time-consuming process, often requiring order recreation and manual weighing. This method was inefficient and error-prone, especially as order volumes increased.

Reduced losses from fraudulent claims

Brilliant faced growing issues with “friendly fraud,” where customers falsely claimed missing items. Without concrete evidence, they often had to side with customers, leading to unnecessary replacements and losses.

Pperational efficiency and quality control at scale

As Brilliant grew from 1,000 to 160,000 square feet, maintaining consistent quality and efficiency became challenging. They needed a scalable solution that could work for their growing team.

Solution details

Video monitoring at each packing station. Rabot installed cameras at every pack station to record each order being packed. Rabot provides complete visibility into the packing process, allowing Brilliant to track and verify the contents of each package.

Ability to review packing processes in detail. Rabot’s Events tab captures barcodes, allowing easy retrieval and cross-checking. This feature enables Brilliant to quickly verify packed items and download full logs of order event, saving hours of investigation time.

Tools to quickly resolve customer disputes. Rabot’s system provides Brilliant with concrete evidence to resolve customer disputes efficiently. They can not only review video footage but also send screenshots to customers, legitimately confirming package contents within minutes.

Insights for training and improving packer performance. Rabot’s videos serve as a powerful training tool, allowing Brilliant to identify best practices and areas for coaching, which has boosted team morale and performance by turning individual mistakes into collective learning opportunities.

Testimonials

During my reconciliation of carrier charges, I noticed a package with an unexpectedly high cost. The carrier had charged us for 20 pounds, but when I checked the video footage, it was clearly a small box we frequently send out that typically weighs less than a pound. Thanks to this evidence, we were able to recover the overcharged amount from the carrier.

Heather CFO
Being able to see it on the video is just a game changer. We’re able to use Rabot to really ensure and guarantee that the right procedure has been followed according to the client’s needs.

Marian May Director of Client Services
Sometimes a customer will open a box and claim, ‘This was just thrown in here.’ We can show that we didn’t pack it that way. Often, the carrier dropped and opened the package, then repacked it poorly. We’ve even had items show up in boxes that we never put there, and we can prove it. The video evidence is a huge help in these situations.

Heather CFO

Business results

Efficient dispute resolution

With Rabot, Brilliant dramatically reduced the time spent researching order issues. Marian May, Director of Client Services, explains the impact:

“Being able to see it on the video is just a game changer. We’re able to use Rabot to really ensure and guarantee that the right procedure has been followed according to the client’s needs.”

Enhanced client trust and acquisition

The implementation of Rabot has become a significant selling point for Brilliant Fulfillment. It aligns perfectly with their mission to simplify fulfillment for their clients, allowing them to focus on their core business.

Improved operational efficiency

Rabot‘s platform has allowed Brilliant to identify and address inefficiencies in their packing process quickly. This extends to training and performance improvement, ensuring that Brilliant maintains its high standards of service even as it scales.

5X ROI, with a 2-month payback period

With Rabot’s order lookup feature alone, Brilliant experienced serious savings in claim investigation labor and reshipment costs – with a 5X ROI and payback period of 2 months. (And that’s not even calculating packing productivity improvements, faster onboarding/training, and newer features).

Looking for ways to optimize your operation? Talk to our experts

Whether just beginning your automation journey or adding new capabilities to a brownfield site, Ranpak’s team is ready to identify the ideal solutions for you. Get in touch now to start a conversation that will lead to improved productivity, material efficiency, and unrivaled ROI.

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