Client Success Story: Leading Global Skate Brand
Client Success Story
How a Leading Global Skate Brand achieved 99.95% order accuracy and same-day dispatch
Dickies · Santa Cruz · Independent Trucks
Industry
Action Sports, Apparel and Hardgoods
Region
Australia
Freight mode
Sea freight + 3PL + final mile distribution
Services
Warehousing, order fulfilment, pick and pack, carrier aggregation & NaviaHub visibility
The brief
Rapid growth exposed a fulfilment operation that could not scale
One of the world’s leading skate brands was preparing for major expansion in Australia, with shipment and distribution volumes expected to double. While the growth created new opportunities, it also exposed long-standing fulfilment issues, including lengthy dispatch times, poor order accuracy, limited shipment visibility and rising customer service costs. Without significant operational improvements, the existing supply chain would not support the next stage of growth.
Challenge & solution
Fixing the root causes behind fulfilment delays and customer complaints
Navia identified the operational issues driving poor performance and implemented a scalable end-to-end fulfilment solution that improved accuracy, visibility and delivery performance.
The challenge
- Slow fulfilment. Orders regularly took more than a month to dispatch, making two-week customer delivery commitments impossible and resulting in penalty fees.
- Poor pick accuracy. Frequent picking errors generated a high volume of customer complaints and service enquiries.
- Rising operational costs. A dedicated full-time customer service representative was required to manage complaint volumes, adding approximately $70,000–$80,000 in annual salary costs.
- Low team morale. Constant enquiries and complaints created employee burnout and reduced productivity.
- No real-time visibility. Shipment updates required manual contact with the 3PL, while customer invoices were created manually.
- Limited scalability. The existing logistics operation could not support the expected doubling of shipment volumes.
What Navia delivered
- Granular product data mapping. Every SKU was remapped to improve warehouse accuracy and eliminate inefficient picking processes.
- Proprietary scan packing. Navia introduced a scan packing methodology that dramatically improved pick accuracy.
- Experienced warehouse operations. A stable, highly experienced warehouse team delivered greater consistency and operational efficiency.
- NaviaHub visibility. Real-time shipment tracking, landed cost reporting and fulfilment KPI reporting replaced manual updates.
- Carrier aggregation. Automated carrier selection optimised delivery costs and service levels while providing integrated final-mile tracking.
The outcome
A scalable fulfilment operation built for growth
99.95% order accuracy
Order accuracy improved dramatically, eliminating the picking errors that had previously generated customer complaints and penalty fees.
Same-day dispatch
Fulfilment times were reduced from more than a month to same-day dispatch, enabling consistent two-week customer delivery windows.
Lower operating costs
Fewer complaints, eliminated penalty fees and reduced customer service workload delivered significant cost savings.
Improved team performance
Reduced operational pressure, real-time visibility and streamlined processes improved employee morale and created a supply chain ready for future growth.
“
Operating within a fast-paced environment, where our customers’ expectations for delivery are high, we sought a 3PL and forwarder who understood our business priorities and met the challenge of delivering our key objectives. Navia managed the transition professionally, making our challenges their own, communicating effectively throughout, and creating synergies across the entire distribution chain that are immeasurable. I would highly recommend them for all aspects of 3PL order processing and freight forwarding.
“
Logistics and Operations Leader
Leading Global Skate Brand
Build a supply chain that’s ready to scale.
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