June 5, 2024

Soul: Switching Fulfillment from ShipStation and Uplifting Checkout Conversion

Soul is a dynamic health and wellness company, specializing in the production and distribution of premium supplements.

We spoke with Brian McCandless from Soul’s fulfillment partner Clover Imaging about their switch over to PrettyDamnQuick.

Some stats:

  • Avg shipping revenue: from $2 to $4.60
  • Increased AOV from $75.93 to $99.50
  • Checkout conversion: 77.37%, 6% more than industry average
  • 0 downtime during BFCM 

The Challenge

Before implementing PDQ, Soul faced several challenges in their fulfillment process:

  1. Software Incompatibility: Soul tried a few fulfillment software, including ShipStation, but encountered issues like downtime and difficulty in making necessary changes, like adjusting the weight of items.
  2. Inefficiency and Costs: The pre-PDQ systems weren’t optimizing shipping methods effectively, which led to higher costs for both Soul - and often late delivery for their customers.
  3. Complex Integration and Learning Curve: Earlier systems required lengthy implementation times and had a steep learning curve.

“You can turn this on basically overnight and make it work and work seamlessly.
I mean, it's really, really impressive”

The Solution

“PDQ’s system looks at where it's going, what's communicated, the arrival date expectation, and then applies the correct shipping method for that. Instantaneously. It’s huge.”

Soul's transition to PDQ offered several key solutions:

  1. Seamless Integration: PDQ was implemented almost overnight, in stark contrast to previous systems that took months to onboard.
  2. User-Friendly Interface: PDQ was very intuitive and easy to learn, a big improvement over previously used complex systems.
  3. Flexible Customization: PDQ allowed for customization to match Soul’s existing processes, minimizing disruption and making the transition easy.
  4. Responsive Support: Issues like order fulfillment errors were quickly addressed, and the PDQ team was available for immediate assistance and modifications.

“ShipStation would make changes and then getting through to them would take forever. Now I get on the little chat and I can talk to Fillip in two seconds. The chat usually says “answers within a minute” and it's usually even less than that.”

The Results

The implementation of PDQ resulted in substantial improvements for Soul:

  1. Increased Efficiency: Batching and filtering options in PDQ streamlined the fulfillment process, allowing for quicker and more organized order handling.
  2. Cost Savings: PDQ’s smart shipping method selection helped reduce shipping costs significantly, increasing the average shipping revenue per order from $2 to $4.60.
  3. Customer Satisfaction: Improved accuracy in delivery expectations and faster processing led to higher customer satisfaction.
  4. Scalability and Adaptability: The system’s ease of use and adaptability make it easy to grow a business like Soul, and with 0 downtime, even during BFCM, it’s reliable.

In conclusion, PDQ provided Soul with a user-friendly, efficient, and adaptable fulfillment solution, leading to cost savings, improved customer satisfaction, and operational efficiency.
It’s no surprise that the right technology can transform business operations, especially in eCommerce, and PDQ has demonstrated impactful results that are sustainable.

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