Switch 3PLs with Simplicity & Ease
How Atoms rebuilt their operations to accelerate growth
As a growing DTC brand, the Atoms team faced a major issue: a lack of communication and partnership with their 3PL which impacted their end customer experience. Switching 3PL’s can be a daunting task however Atoms knew it was the necessary piece to build a company to last. They were motivated to address three key areas:
Lack of communication & flexibility
Accessibility
Customer Experience
“More than operational expenses, what you can’t get back is the trust of customers. Every time a customer has a bad experience, we are taking on additional that ultimately impact our margins & future sales opportunities.”
- David Joseph, Chief of Staff at Atoms
SOLUTIONS AS Easy As…
Create a customized communication process
Expedited onboarding & intake process
Consistently operate with end-customer in mind
Step #1: Create a customized communication process
Ship Essential created a custom communication process to address all of Atoms’ needs and ease concerns right at the start of the partnership. David appreciated how Ship Essential would respond in minutes and go above and beyond to communicate proactively. Plus all of Ship Essential’s Brand Success & Brand Support teams sit in the warehouse, so there is minimal lag time between support requests. This was key in building trust and ensuring the partnership was mutually beneficial.
“Even with better pricing and a local footprint, the final deciding factor to move forward with Ship Essential was communication. Compared to our previous 3PL experience, SE has been consistently responsive to our business needs that really helped in building trust quickly.”
Step #2: Expedited onboarding & intake process
In just three weeks of onboarding time, Ship Essential was able to efficiently receive all product, ship out backlog that the prior 3PL was sitting on, and simultaneously ship out incoming orders. Atoms was fully organized and running after three weeks.
Step #3: Consistently operate with end-customer in mind
Customer experience is everything. Ship Essential created a reliable and consistent fulfillment experience for Atoms customers by consistently meeting packaging requirements and shipping SLAs.
“Moving to Ship Essential ended up being a cost-savings for us, but even if it weren't, the trust alone of Ship Essential as a partner would be worth it to protect our top-line.”
Massive Results
“Switching to Ship Essential saved us 15.5% on fulfillment cost which helped us achieve profitability.”
Thanks to Ship Essential, Atoms scaled growth & reduced costs. Since onboarding with Ship Essential, David and his team have successfully solved operational issues and gained customer trust. In 2023, Atoms focused on foundational building blocks. When Atoms selected Ship Essential as their 3PL partner, Atoms was able to unlock profitability.
BUILDING FOR THE FUTURE
“The fact that everyone was able to go above and beyond was what sealed the deal, what kept us, and is why we are still as excited today about Ship Essential as we were a year ago.”
— David Joseph, Chief of Staff at Atoms
Follow the Atoms journey @atoms on all social platforms.
