Ops Optimization — D2C

We redesigned core operations for a direct-to-consumer brand: lowered operating costs, improved on-time delivery and eliminated critical process gaps across fulfillment and CX.

  • D2C
  • Ops & Fulfillment
  • Process redesign
  • Cost efficiency

Client

Company: D2C consumer brand (e-commerce)

Scale: €18m ARR · 110 FTE · 3PL + in-house CX

Scope: Cost takeout, SLA uplift, process redesign, KPI framework

Objectives

  • Cut variable & fixed Ops cost without harming CSAT
  • Lift on-time-delivery and first-contact-resolution
  • Remove single points of failure & data gaps
  • Introduce weekly KPI/OKR cadence

Constraints

  • Seasonality spikes (Q4 peaks)
  • Fragmented WMS + Shopify apps
  • 3PL contract mid-term — limited leverage

8–12 week plan

  1. Weeks 1–2 — Diagnostic

    Process mapping (order→fulfill→deliver→return), time-motion study, cost stack, SLA baseline, VOC/CSAT.

  2. Weeks 3–4 — Redesign & business case

    New swimlanes, decision rights, re-slotting, pick/pack standards, CX macros, routing rules, savings plan.

  3. Weeks 5–8 — Execution

    Wave picking, 3PL SOPs, carrier mix, buffer stock logic, CX queue & macro library, risk controls.

  4. Weeks 9–12 — Stabilize & scale

    KPI dashboards, weekly ops review, training, QBRs with 3PL/carriers, continuous improvement backlog.

What we did

Fulfillment & 3PL

Re-slotting, wave picking, late-cutoff experiment, ASN discipline, dock scheduling, damage control (DMAIC).

  • Pick/pack time −23%
  • Mis-ship rate −37%

Last-mile & inventory

Carrier re-mix with service tiers, promise-date logic, safety-stock rules, return-to-stock SLAs.

  • On-time +14%
  • Lost in transit −28%

CX & automation

Macro library, self-service flows, SLA routing, sentiment alerts; first-contact resolution as north star.

  • FCR +11pp
  • CSAT 4.7 → 4.8

Outcomes

Efficiency

  • −18% operating costs (run-rate)
  • −23% pick/pack time
  • −12% carrier spend per order

Reliability

  • +14% on-time delivery
  • 0 critical process gaps
  • Promise-date accuracy +9pp

Customer

  • First-contact resolution +11pp
  • Refund rate −7%
  • CSAT up to 4.8/5
“Operations finally became predictable. Costs down, delivery up, and our support queues are calm — the dashboards keep everyone honest.”
— Maria Hale, Head of Ops, NovaD2C

Want leaner, more reliable ops?

We’ll map the bottlenecks, redesign the flow, and lock in a weekly KPI cadence.

Book a 30-min strategy call
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