Episodit

  • Ecommerce Inventory and Labor Challenges With Steve Syverson From NFI eCom

    Ecommerce Inventory and Labor Challenges With Steve Syverson From NFI eCom

    · Unboxing Logistics

    Having worked in the logistics industry for 22 years, with 10 of those focused on ecommerce, Steve Syverson has had countless opportunities to hear from small business owners about the challenges and uncertainties they face. In this episode of Unboxing Logistics, he answers some of their most common (and pressing) questions.

    Should you use staffing agencies during busy times? How can you choose the right warehouse technology? When does using a 3PL make sense? Listen to learn the answers!

    How to boost staff morale during peak season

    Peak season can be incredibly stressful for business owners and employees alike. The key to smooth sailing, Steve says, is finding ways to ease the load on staff. That could involve anything from pizza parties to flexible work schedules to bringing in temporary workers.

    “Don't layer more stress on your teammates—they're already stressed. Your job as an owner of a brand or a business is to 
 figure out ways to mitigate some of that stress. Because at the end of the day, you want them to perform at their highest level.”

    Common SMB inventory management challenges

    Steve describes one pitfall ecommerce businesses often fall into: “What I see with SMBs typically is they tend to overbuy or overestimate demand. [This] puts them in a really tough position from an inventory perspective.” 

    While overstocking leads to inefficiencies in the warehouse, Steve points out the bright side: it doesn’t necessarily affect customers. Stockouts, on the other hand, can destroy the purchase experience and cause you to lose customers.

    The solution? Use technology to forecast demand accurately and gain visibility into stock levels. “Without those insights, without the technology platform 
 you're setting yourself up for failure because you're just not going to know what you have.”

    Pros and cons of working with a 3PL

    In Steve’s experience, the biggest hurdle brands face when deciding whether or not to work with a 3PL is the “perceived loss of control.” However, once they make the leap, “they never look back, because now it's given them the ability to scale their business. They're focused on going to shows, to conferences, building strategic partnerships, working with new vendors, finding new manufacturers 
 and marketing their brand.”

    LinksConnect with Steve on LinkedIn: https://www.linkedin.com/in/stevesyverson/ Visit NFI eCom’s website: https://ecommerce.nfiindustries.com/
  • Porch Piracy Myths Busted With Eric Thorson From Norton Shopping Guarantee

    Porch Piracy Myths Busted With Eric Thorson From Norton Shopping Guarantee

    · Unboxing Logistics

    Porch piracy isn’t fun for anybody. But that doesn’t stop Lori and Eric from having a little fun discussing it! In this episode of Unboxing Logistics, they react to videos of porch pirates getting caught in the act. At the same time, they bust some of the most common porch piracy and package protection myths, including these three: 

    Myth #1: Once a package is marked as delivered, your job is done

    It’s a myth that every online merchant wants to believe: once a package reaches its destination, it’s not their problem anymore. Sadly, customers don’t see it that way. As Eric points out, when a package is stolen, shoppers “[don’t] blame the thief or the carrier. They hold the merchant responsible.”

    But look on the bright side! If you do things right, your response to stolen packages can help build long-term customer loyalty. 

    “Once 
 the consumer starts to use your product, they have a relationship with you. And that relationship will last as long as you're around if you continue to do a good job.”

    Myth #2: Doorbell cameras are effective deterrents against porch piracy 

    Eric says that while doorbell cameras are useful for providing evidence of porch piracy, they’re not a very effective deterrent. The thousands of porch piracy videos online are proof that thieves have thought up plenty of clever (and not-so-clever) ways to conceal their identities when snatching packages. 

    Myth #3: Package protection is only needed during the holidays

    Some businesses believe they only need to offer package protection during high-volume periods like the holidays, when porch piracy is most common. 

    Eric’s response? “Peak season, holiday season, fourth quarter—that's when the most volume is being shipped. 
 But [porch piracy] is a year-round opportunistic crime that is way out of control and isn't letting up at all.”

    LinksConnect with Eric on LinkedIn: https://www.linkedin.com/in/eric-thorson-norton/ Visit Norton Shopping Guarantee’s website: https://norton.buysafe.com/ 

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  • The Power of AI in the Warehouse With Henrik Bergsager and Kushal Pillay From Powerhouse AI

    The Power of AI in the Warehouse With Henrik Bergsager and Kushal Pillay From Powerhouse AI

    · Unboxing Logistics

    What comes to mind when you hear the term AI? For some, artificial intelligence is an exciting step forward, bringing possibilities of error reduction and cost savings. For others, it’s little more than a marketing buzzword. 

    Henrik Bergsager and Kushal Pillay of Powerhouse AI are in the first camp. In this episode, they discuss how AI tools can significantly improve warehouse operations for small and medium-sized businesses.

    Uses of AI in the warehouse

    AI can be used to improve virtually any warehouse task, including inventory management, demand forecasting, and storage optimization. Henrik notes that businesses should approach problems one at a time, not all at once. “By focusing on these smaller cogs in the warehouse, you don't need massive amounts of investments to get up and running.”

    Getting started with AI

    Getting started with a new tool is always daunting. For a smooth transition, Henrik says, “You have to get the rest of your employees on board. 
 You need to get all the warehouse workers understanding why we're doing this, [what are] the benefits of introducing new technology.”

    Kushal adds that organizations should focus on the KPIs they’re trying to improve with the technology. He adds that it’s important to keep expectations realistic—don’t expect the tool to eliminate human labor. “[At the] end of the day, you're not buying a robot. You're buying a certain software, which does a job for you.”

    How much technical expertise do you need?

    Fortunately, you don’t have to be a technology genius to take advantage of AI warehouse solutions. 

    As Kushal puts it, “Most of the tools out there [don’t] need you to know the deep details of how they work. 
 The only thing we need is what is the input, and what do you expect as the output? The rest of the work is done with[in] the system.”

    LinksConnect with Henrik on LinkedIn: https://www.linkedin.com/in/henrikbergsager/ Connect with Kushal on LinkedIn: https://www.linkedin.com/in/kushalpillay/ Visit Powerhouse AI’s website: https://www.pwh.ai/
  • How SMBs Can Crush Peak Season With Maxwell Bonnie From Saltbox

    How SMBs Can Crush Peak Season With Maxwell Bonnie From Saltbox

    · Unboxing Logistics

    The holiday season is often the most profitable time of year for small businesses, but it comes with many challenges. How can small ecommerce businesses create a great purchase experience for customers? What logistical hurdles will they face? 

    In this episode, Maxwell Bonnie, co-founder of Saltbox, answers these questions and shares tips to help SMBs successfully navigate the upcoming peak season.

    What’s different about peak season 2024?

    Peak season is always a busy time, but this year’s peak has the potential to be even more hectic than usual. That’s because there are only 17 days between Thanksgiving and Christmas instead of the usual 20 or 21, leaving businesses scrambling to ship more packages than ever in a short amount of time.

    Maxwell also predicts that carrier capacity will be a concern. Due to changes related to USPS’s 10-year plan, “Brands are going to be shifting a little bit away from the Post Office and trying to go directly to FedEx and UPS to mitigate risk. 
 That means FedEx and UPS are going to be busier than they've ever been.”

    Advice for small businesses during peak

    What can your business do to keep things running smoothly during peak season? First, Maxwell suggests diversifying your carrier mix by using a combination of large, emerging, and regional partners to transport packages.

    He also advises businesses to “[Ship] earlier. Having earlier cutoff times than normal with your holiday orders 
 build[s] in some buffer so that your customer gets the package on time.”

    The importance of having a plan

    The bottom line? “You need some sort of plan, but know that it's not going to go to plan—and that is completely okay. But take the time to put something on paper so that you are prepared for this [peak] season.”

    LinksConnect with Maxwell on LinkedIn: https://www.linkedin.com/in/maxwellbonnie/ Visit Saltbox’s website: https://www.saltbox.com/
  • Everything To Know About Shipping Pharmaceuticals With John Golden From ParcelShield

    Everything To Know About Shipping Pharmaceuticals With John Golden From ParcelShield

    · Unboxing Logistics

    In the words of John Golden, vice president of sales at ParcelShield, “Shipping medication is a risky business, but it's also critical to hundreds of millions of those that are depending on pharmacy services.” 

    In this episode of Unboxing Logistics, John and Lori discuss the risks pharmaceutical shipments face and how the right technology can protect healthcare businesses and patients alike.

    Challenges and risks when shipping pharmaceuticals

    ParcelShield’s motto? It’s not just a package, it’s a patient. Because medical supplies and prescription drugs make such a huge difference in people’s lives, pharmacies must carefully consider logistical risks when shipping them. 

    John says, “Many pharmaceuticals are time-sensitive. They're temperature-sensitive. They're highly regulated. 
 They're expensive. They're also life-sustaining. 
 There's risks out there like flight delays, extreme weather, traffic, or carrier dependability.”

    The importance of proof of delivery

    Proof of delivery is always useful for giving customers peace of mind, but when shipping expensive pharmaceuticals, it’s non-negotiable. John explains that if the government or a pharmacy benefit manager (PBM) pays for a medication, they want to make sure the package arrives.

    Without proof of delivery, “governments and PBMs [could] claw back the money that they paid you for those medications.”

    Using technology to decrease risk

    Technology helps ensure the safe, timely delivery of pharmaceutical shipments by predicting when and where packages could get delayed. According to John, these systems “leverage things like predictive analytics and machine learning 
 [to look] for advanced warnings.”

    He goes on, “[The risk] could be wildfires. It could be hurricanes. It could be Mardi Gras. It could be the Super Bowl. But technology exists to be able to provide what we would call an early warning system to help to avoid shipping medications into a high-risk situation.”

    LinksConnect with John on LinkedIn: https://www.linkedin.com/in/johnvgolden/ Visit ParcelShield’s website: https://www.parcelshield.com/
  • Unleashing Data Power in Logistics With Jonathan Salama From Transfix Ep. 43

    Unleashing Data Power in Logistics With Jonathan Salama From Transfix Ep. 43

    · Unboxing Logistics

    In today's episode, host Lori Boyer is joined by Jonathan Salama, CEO and co-founder of Transfix. With a unique background in tech and data science, Jonathan sheds light on how data is revolutionizing the logistics industry. Join us as we explore the intersection of technology and logistics, unraveling the complexities and uncovering the opportunities.

    Leveraging data for efficiency

    Jonathan emphasizes the importance of leveraging data to drive decisions and automate repetitive actions within the logistics space. Using data science, companies can optimize their operations, enhance their efficiency, and ultimately, improve the customer experience.

    Understanding the role of brokerages

    Jonathan explains the critical role brokerages play in matching shippers with carriers, describing them as a marketplace driven by demand. He states, “In my opinion, every company should be using brokers.” This highlights the value that brokers provide by navigating the complexities of logistics, ultimately ensuring that shipments are executed efficiently and at competitive rates. 

    Navigating the future with emerging technologies

    The discussion shifts towards the future of logistics, focusing on emerging technologies like automated trucks and AI. Jonathan expresses his excitement, saying, “I am a lot more excited about automated trucks... I think that is going to revolutionize our space.” He highlights how these advancements will reshape the industry, making it more efficient and responsive to the ever-changing market demands.

    As the logistics industry continues to evolve, embracing data-driven solutions and innovative technologies will be key to staying competitive. Jonathan’s insights remind us that while the journey may be complex, leveraging the right tools and partnerships can lead to significant improvements in efficiency and effectiveness. For more insights, connect with Jonathan and explore what Transfix has to offer. Join us next time for more engaging discussions in the world of logistics!

    Connect with John on LinkedIn: linkedin.com/in/jonathansalama

    Visit the Transfix website: https://transfix.io/

  • Unpacking Customer-Centric Analytics in Logistics With Josh Fredman & Mike Koleno From Better Trucks and Tom Butt From EasyPost

    Unpacking Customer-Centric Analytics in Logistics With Josh Fredman & Mike Koleno From Better Trucks and Tom Butt From EasyPost

    · Unboxing Logistics

    In the latest episode of Unboxing Logistics, Lori Boyer engages with the insightful team from Better Trucks, including Josh Fredman, Mike Koleno, and Tom Butt from EasyPost. Recorded live at Parcel Forum 2024, this discussion dives deep into the transformative power of analytics in enhancing customer experiences within the logistics sector. The experts share actionable insights on how data can streamline operations, meet evolving customer expectations, and foster effective partnerships:

    Holistic data centralization

    To truly understand and improve customer experience, businesses must centralize their data. This approach allows shippers to analyze their operations from a comprehensive perspective, identifying opportunities for enhancement across the entire package journey.

    Transparent communication

    Keeping customers informed throughout the shipping process is vital. By providing timely updates on package status, shippers can alleviate anxiety and foster trust, ultimately leading to greater customer satisfaction.

    Collaboration for growth

    Strong partnerships between shippers and carriers are crucial for leveraging shared data and insights. Engaging with logistics partners can unveil new opportunities for efficiency and improved service delivery, benefiting all parties involved.

    In summary, this episode highlights the importance of using analytics not just as a tool for efficiency, but as a means to elevate customer experiences and drive growth in the logistics industry. Tune in to gain valuable insights that can help you optimize your operations and enhance your service offerings.

    LinksConnect with Josh on LinkedIn: linkedin.com/in/josh-fredmanConnect with Mike on LinkedIn: linkedin.com/in/mike-kolenoVisit the Better Trucks website: https://www.bettertrucks.com/ Connect with Tom on LinkedIn: linkedin.com/in/tombutt
  • Scaling Logistics to Deliver an Unforgettable Customer Experience With Julian Van Erlach From FabFitFun

    Scaling Logistics to Deliver an Unforgettable Customer Experience With Julian Van Erlach From FabFitFun

    · Unboxing Logistics

    In this episode of Unboxing Logistics, Lori Boyer from EasyPost welcomes Julian Van Erlach, Senior Vice President at FabFitFun. They dive into the complexities of scaling logistics while maintaining a superior customer experience. With a unique model that generates four peak seasons annually, FabFitFun’s operations are a masterclass in efficiency, cost management, and customer satisfaction. Julian shares his insights on how FabFitFun has scaled its logistics, optimized processes, and maintained excellent customer satisfaction—even during rapid growth.

    Align operations with company growth

    "What is it that we're going to solve for or scale for?" Julian emphasizes the importance of staying closely aligned with merchandising and marketing to ensure that logistics can anticipate and meet the company's growth. FabFitFun's ability to proactively analyze purchase orders, anticipate challenges, and prepare operationally has allowed them to efficiently handle millions of customized orders.

    Overcome choke points with smart solutions 

    Julian identifies the key areas that create choke points in logistics, from shipping costs to scaling labor. By using cartonization software like MagicLogic to optimize the size of every box, FabFitFun has saved "many, many millions of dollars per quarter" while minimizing wasted space. Additionally, FabFitFun’s ability to scale labor efficiently, hiring temps to meet seasonal demand, has been crucial to their success.

    Prioritize customer experience and operational efficiency

    One of Julian's standout insights is how FabFitFun has balanced cost-saving measures with enhancing the customer experience. "There is no trade-off," he explains, citing zone skipping as an example where they simultaneously save money and reduce shipping time. By prioritizing recycled materials, clear communication, and precise cartonization, they ensure that customers receive their orders on time and in great condition, all while reducing costs.

    FabFitFun’s success lies in its ability to anticipate challenges, optimize operations, and prioritize customer satisfaction without compromising efficiency. Whether through advanced technology, proactive labor management, or innovative shipping strategies, the company has created a logistics model that supports rapid scaling while maintaining an exceptional customer experience. As Julian puts it, “Being attuned to company strategy and world events” is essential for any company looking to scale successfully.

    LinksConnect with Julian on LinkedIn: linkedin.com/in/inventorymgmtandlogisticsVisit the FabFitFun website: www.fabfitfun.com/ Email Julian: [email protected]
  • Mastering Peak Season: Expert Insights With Glenn Gooding From iDrive Logistics

    Mastering Peak Season: Expert Insights With Glenn Gooding From iDrive Logistics

    · Unboxing Logistics

    SHOW NOTES

    In this episode of Unboxing Logistics, Lori Boyer of EasyPost interviews Glenn Gooding, president of iDrive Logistics, about navigating the complexities of peak season. Glenn shares his 39 years of experience in the small parcel supply chain, providing practical tips for planning, communication, and technology. From demand forecasting to managing unexpected challenges, Glenn emphasizes that peak season success hinges on thorough preparation and proactive collaboration with partners. The conversation touches on the importance of aligning with carriers, maintaining clear communication across stakeholders, and preparing both technology and operations well in advance.

    You can’t plan enough

    Glenn stresses that planning for peak season must go beyond just operational logistics—it should involve in-depth communication with all stakeholders, including customers, suppliers, and carriers. Starting the planning process early is essential, especially when it comes to technology. "Failure to plan is a plan to fail," Glenn says, recalling his early lessons from UPS. Companies should begin evaluating their technology in Q1 and develop a roadmap that aligns with both client expectations and operational capabilities.

    Communication is critical

    Communication, both internally and with external partners, is vital to ensuring a successful peak season. Glenn highlights the need for ongoing dialogue with carriers, suggesting that companies forecast demand accurately and proactively collaborate to reduce strain on carrier networks. He advises, "The easiest time to lose a customer is through a poor performance in Q4," emphasizing the importance of aligning expectations and ensuring seamless customer experiences, even when challenges arise.

    Embrace flexibility and team morale

    Peak season is unpredictable, and companies must prepare for various worst-case scenarios, such as higher-than-expected demand or adverse weather conditions. Glenn recommends having a "master operating plan" in place, with designated leaders to manage crises effectively. Additionally, maintaining a positive team environment during stressful times is crucial. As Glenn notes, leadership should "embrace the challenge" and motivate teams with goals, rewards, and a positive attitude to keep morale high throughout the season.

    LinksConnect with Glenn on LinkedIn: https://www.linkedin.com/in/glenngoodingidl/ Visit the DHL eCommerce website: https://www.idrivelogistics.com/ 
  • Going Global: Expanding Your Reach Into International Markets With Ford Deihl From DHL eCommerce

    Going Global: Expanding Your Reach Into International Markets With Ford Deihl From DHL eCommerce

    · Unboxing Logistics

    In this episode of Unboxing Logistics, host Lori Boyer speaks with Ford Deihl, a product manager at DHL eCommerce, about the booming world of international shipping and the massive opportunities it offers for small and mid-sized businesses. Ford shares insights into the international market, how businesses can expand globally, and the strategies that can make international shipping easier than expected. The conversation touches on logistics, cultural differences, and how to optimize shipping costs while ensuring a seamless customer experience. The discussion ends with practical steps and solutions for entering new international markets.

    International shipping: a major growth opportunity

    International shipping represents a vast potential for ecommerce businesses, with global revenue expected to reach $6.3 trillion in 2024. Ford emphasized the importance of tapping into this market to reach new customers and grow revenue. "This is a way to grow your top line for your business and reach new customers," Ford notes. Businesses should identify markets where their products resonate and take advantage of the ease provided by modern shipping solutions.

    With the right partners, it’s easier than you think

    Expanding internationally may seem daunting, but it doesn’t have to be. Ford assures listeners that with the right carrier and shipping solutions, businesses can simplify the process. He recommends starting with familiar markets like Canada, the UK, and Australia, especially for small and mid-sized businesses. Using partners like DHL eCommerce, businesses can integrate shipping services seamlessly, without a heavy operational lift. "If it’s a big lift, it’s probably not the right solution for you," Ford explains, urging companies to leverage existing shipping and logistics partnerships.

    Prepare for success

    Ford stresses the importance of preparation before diving into international shipping. Having strong logistics, customer service, and a well-defined brand are crucial to success. Businesses must also ensure their storefront is optimized for international customers, including local payment options and realistic shipping time estimates. Ford emphasizes, "Ideally, what you're shooting for is a domestic-like experience for an international customer." Additionally, offering Delivered Duty Paid (DDP) can enhance the customer experience by eliminating surprises at checkout, further increasing customer satisfaction and conversion rates.

    LinksConnect with Ford on LinkedIn: https://www.linkedin.com/in/forddeihl/ Visit the DHL eCommerce website: https://www.dhl.com/global-en/home/our-divisions/ecommerce.html 
  • Unlocking the Power of Parcel Data With Megan Rudolph From Saddle Creek

    Unlocking the Power of Parcel Data With Megan Rudolph From Saddle Creek

    · Unboxing Logistics

    Delve into the critical role of parcel data in optimizing shipping operations, especially as businesses gear up for peak season. Megan Rudolph, senior director of parcel operations at Saddle Creek Logistics, shares her expertise on how to collect, analyze, and leverage parcel data to enhance customer satisfaction, reduce costs, and ensure carrier accountability. 

    The essentials of parcel data

    Megan emphasized that parcel data boils down to two main metrics: transit time and cost. She explains, “Parcel analytics is all the data that allows you to measure those two things.” 

    Understanding these two metrics at a granular level enables businesses to manage consumer expectations, optimize costs, and hold carriers accountable. Megan also stresses the importance of real-time data, particularly for tracking shipments and managing delivery exceptions. 

    Leveraging data for cost optimization

    Surcharges are a significant factor in shipping costs, and Megan advises businesses to closely monitor these charges to identify opportunities for cost savings. Businesses can use parcel data to negotiate better rates with carriers and make informed decisions about service selection. “Knowing how to leverage that data to negotiate is really important,” Megan notes, highlighting that businesses can shift volume to different carriers if necessary to optimize costs. 

    The role of AI in parcel analytics

    Looking ahead, Megan is excited about the potential for AI to democratize data analytics. She explains that AI can help those who are less data-savvy to easily access and interpret parcel data, thus lowering the barrier to entry for effective data use. “AI becomes a facilitator,” she says, allowing businesses to ask simple questions and receive actionable insights without needing deep technical expertise. 

    LinksConnect with Megan on LinkedIn: linkedin.com/in/megan-rudolph-688a4743Visit Saddle Creek’s website: https://www.sclogistics.com/ 
  • The Ins and Outs of First-Mile Consolidation With Tyler Abderholden From Sendle

    The Ins and Outs of First-Mile Consolidation With Tyler Abderholden From Sendle

    · Unboxing Logistics

    First-mile consolidation is a great way for growing SMBs to simplify their shipping logistics. Tyler Abderholden, vice president of Sendle’s global network, explains what first-mile consolidation is and why it’s beneficial.

    How does first-mile consolidation work?

    Generally, a multi-carrier shipping strategy involves coordinating multiple pickups at different times of the day. First-mile consolidation gives small businesses a way to reap the benefits of a multi-carrier approach without the headache of multiple pickups.

    Tyler explains, “One driver will show up to your operation [and] pick up all of the packages, whether they're going to carrier A, carrier B, carrier C, carrier D, and so forth. 
 You have a single pickup. It comes at your preferred time of day.”

    Benefits of first-mile consolidation

    With first-mile consolidation, “you are managing a single touchpoint with a single provider.” By relying on a first-mile consolidator to get packages into the hands of the right carriers, merchants avoid shipping delays caused by missed pickups. And because consolidators access volume discounts, merchants save money too.

    Giving customers a choice

    First-mile consolidation provides access to a variety of shipping speeds, allowing customers to choose what works best for them. Tyler and Lori point out that the next-day shipping trend has begun to decline, with more consumers willing to wait longer for their packages. 

    Tyler says, “Everything was moving to, how do we get to next day? And now everything has been, some things need to be next day and some things are okay to take a longer time. And that's great. Customers have that choice.”

    LinksConnect with Tyler on LinkedIn: https://www.linkedin.com/in/tyler-abderholden-06a00920/ Visit Sendle’s website: https://www.sendle.com/en-us
  • The Future of Returns With Eric Wimer From Sway

    The Future of Returns With Eric Wimer From Sway

    · Unboxing Logistics

    Returns have come a long way since the early days of ecommerce, but they still have a long way to go. Eric Wimer, co-founder and CEO at Sway, envisions a future where returns are easy, fast, and cost-effective for both businesses and consumers. In this episode of Unboxing Logistics, he and Lori discuss what it will take to make that vision a reality.

    A short history of returns

    When ecommerce was just starting, Eric explains, “most sellers didn't accept returns.” Later, as ecommerce became more popular, sellers began accepting returns—but the process was cumbersome and slow. It involved filling out a form, then waiting weeks or months for the return to be processed.

    According to Eric, Amazon helped pave the way for a smoother returns system. “Historically your only option would have been, I have to mail this thing. 
 I've got to package everything up, box it, label it, and go drop it off. 
 Well, Amazon really led the way [by] starting to offer multiple options for how you would send these items back.”

    Three ways to handle returns

    Today, consumers have three options for returning products (depending on what the merchant supports):

    Shipping. Eric calls this the “traditional option.” The consumer prints a shipping label, packages the product themselves, and ships the package back to the seller.Drop-off. This option involves dropping a product off at a local retail location like Staples, Whole Foods, or a carrier store. Because it only requires a QR code scan, this option allows for boxless and labelless returns.Home pickup. Eric explains that with home pickup, “you can drop an item outside your door or choose to hand it to a driver directly, and that item gets picked up from your home. The driver scans the item in, and there's the ability for that refund to get released upon pickup.”
    Tips for a great returns policy and process

    A great returns policy starts with simplicity, clarity, and visibility. Eric notes that many customers appreciate “getting an email once the brand receives the item in their warehouse and is actually processing it and then getting another notification once the refund has been released.” 

    He also points out that fast returns benefit ecommerce merchants more than you might think. “The faster that you get someone their refund, the quicker they get back into the ecosystem to shop. So there's a business case for this.”

    LinksConnect with Eric on LinkedIn: https://www.linkedin.com/in/wimes/ Visit Sway’s website: https://www.shipsway.com/
  • EasyPost Insider: Solving Complex Shipping Challenges With John Wharff From EasyPost

    EasyPost Insider: Solving Complex Shipping Challenges With John Wharff From EasyPost

    · Unboxing Logistics

    In this EasyPost Insider episode, John Wharff introduces us to EasyPost Enterprise and explains how it helps businesses solve their most pressing shipping challenges.

    What is EasyPost Enterprise?

    John explains that EasyPost Enterprise is “software that is geared towards 
 really high performance, high complexity [shippers]. It opens the door to things like routing logic, business rules, [and] custom labels.”

    Lori raises a question that might be on listeners’ minds: who should be using EasyPost Enterprise? John mentions that Enterprise is perfect for businesses in complex industries like pharmaceuticals or food. But any company that ships high volumes “can benefit from the type of processing speeds that EasyPost Enterprise can offer, as well as that business rule and logic layer.”

    The importance of custom business logic

    Custom business logic is one of EasyPost Enterprise’s most important features. “One of the core components of the EasyPost Enterprise software is this idea of working with you to build business logic,” John explains. 

    “[When] an order comes in from one of your customers, it's running through all of our logic gates. We are picking the best possible service that meets all of your different commitments and then getting you that label so that you can get the box out the door.”

    He continues, “The idea is really understanding what's important to you as a shipper and then building the system custom for you so that we're accomplishing those goals.”

    A system that grows with your business

    Unlike software providers that nickel-and-dime their customers, EasyPost Enterprise works to understand your business needs so you pay for exactly what you need, with no surprise fees. John says, “We want you to have a full understanding of what you're getting. And through [the] discovery process 
 we can give you an all-in idea of exactly what we think you need to solve [your] problem[s] so that you can avoid fees in the future.”

    The model is designed to scale with your business. As John puts it, “You always have to be planning for what comes next, because the idea and the goal is always growth. You want to be shipping more. You want to be moving more things. And it's really important to anticipate that so that you can think toward the future.”

    LinksConnect with John on LinkedIn: https://www.linkedin.com/in/john-wharff-7423403a/ Visit EasyPost’s website: https://www.easypost.com/
  • EasyPost Insider: A New Insurance and Claims Experience With Olivia Qin and Brittany Williams From EasyPost

    EasyPost Insider: A New Insurance and Claims Experience With Olivia Qin and Brittany Williams From EasyPost

    · Unboxing Logistics

    In this special episode for EasyPost customers, Olivia Qin and Brittany Williams introduce the new and improved claims process for EasyPost Shipping Insurance. 

    What sets EasyPost Shipping Insurance apart?

    For customers not currently using EasyPost’s insurance, Brittany and Olivia share some key features that set the offering apart from other insurance services on the market. Olivia says, “What's great 
 is that it's one pricing. It's from anywhere to anywhere, except for U.S.-sanctioned countries. And it's also carrier agnostic.”

    “It is insurance that the business buys, but they can pass on that cost to their customers if they want to,” Brittany adds. 

    A better claims experience

    Now, businesses purchasing insurance through EasyPost will have access to a smoother, more streamlined claims experience. Brittany explains what’s changing: 

    “What is rolling out here in the end of July is a fully rebuilt claims experience. So we're adding the ability to file claims via API. We're adding a new web form to file claims with just a few clicks. And we're also creating a dashboard in the EasyPost web application where you can go and view the claims that you submitted, view what status they're in, watch them live as they're being processed on our side.”

    Why purchase shipping insurance?

    Brittany, Olivia, and Lori discuss the importance of shipping insurance for ecommerce businesses. As Brittany points out, package loss, theft, and damage is inevitable. When shipping disasters strike, insurance “will guarantee that your customers are going to be happy with how you're handling their experiences.” 

    Olivia offers a quick tip for companies using shipping insurance for the first time: understand your policy’s requirements. “Make sure that you know what evidence is required when you file a claim. [And] make sure that you are telling your customers what's needed in case something happens.” 

    LinksConnect with Olivia on LinkedIn: https://www.linkedin.com/in/jingchen-olivia-qin/ Connect with Brittany on LinkedIn: https://www.linkedin.com/in/brittany-williams-597289124/ Visit EasyPost’s website: https://www.easypost.com/
  • The (Flex) Factor: Mastering Flexibility To Get Ahead in Logistics With Jeremy Bodenhamer From ShipHawk

    The (Flex) Factor: Mastering Flexibility To Get Ahead in Logistics With Jeremy Bodenhamer From ShipHawk

    · Unboxing Logistics

    Finding, hiring, and training warehouse workers has become more difficult through the years—and it won’t get any easier. At the same time, manual processes aren’t scalable or sustainable. The solution? Invest in technology that helps employees do their jobs more efficiently. Jeremy Bodenhamer, founder and CEO of ShipHawk, explains why this gives businesses an edge.

    Why flexibility is essential

    Jeremy explains that as ecommerce has gained popularity, some sellers have struggled to keep up with rapidly shifting consumer expectations. But that’s exactly what they need to do to stay afloat. 

    “Buyers are expecting smaller brands to be up to speed like they were giant brands. 
 Merchants have to get their operations to scale on day one, no matter what. There's no learning curve. There's no grace period. I've seen buyers completely abandon brands over slow or error-prone fulfillment or shipping or even communication.”

    Solving labor problems with technology

    It’s a big issue in the logistics space: labor is scarce, with few people willing to take physically demanding warehouse jobs. According to Jeremy, he hears “from customers every day how hard it is not just to find, but to hire and train workers.”

    Technology can help. “These companies need to think about training and more importantly, repurposing the people they have. How do [they] make training easier? How do [they] make sure they can fill roles in multiple areas of the business? 
 If I'm using dated, very difficult to use, expensive to operate, expensive to train, laborious products, software, hardware 
 I'm compounding my labor problem.”

    Measuring warehouse performance

    Lori and Jeremy discuss a few things you should know about your logistics operations: What job needs to be done? Who is doing it? And how are you measuring the results? That final question is especially crucial. For organizations that haven’t been collecting and analyzing fulfillment data, Jeremy suggests starting small. 

    “Start with one metric 
 [and] make sure the new systems that are purchased or implemented can support that one. And if [they] can't, or you're not buying something new, look at what your current systems can support. What's the path of least resistance to start measuring something?”

    LinksConnect with Jeremy on LinkedIn: https://www.linkedin.com/in/jbodenhamer/ Visit ShipHawk’s website: https://shiphawk.com/ 
  • Navigating ESG in Logistics and Retail With Alanna Fishman From FTI Consulting

    Navigating ESG in Logistics and Retail With Alanna Fishman From FTI Consulting

    · Unboxing Logistics

    What is ESG, how is it different from sustainability, and when should your company start an ESG program? Alanna Fishman, managing director at FTI Consulting, joins us on this episode of Unboxing Logistics to share why ESG is critical to a business’s long-term success. 

    ESG vs. sustainability

    Alanna explains, “ESG literally stands for environmental, social, governance.” ESG programs focus on minimizing risks and bringing value to businesses. 

    To illustrate the difference between ESG and sustainability, Alanna shares an example. “Here's a sustainability statement: We believe in minimizing our footprint on the environment by reducing the amount of carbon we emit into the atmosphere. 
 An ESG statement would be, we are going to reduce our carbon footprint by X percent by 2025 because we can see that 
 this could result in millions of dollars of fines or fees or compliance costs.”

    Why ESG?

    Currently, the U.S. has fewer environmental regulations than many other countries. Because of this, many organizations wonder if investing in ESG is really worth it. Alanna assures us that it is. 

    “You have to identify the risks that could potentially impact you from a financial or brand perspective. That includes environmental and social indicators—they're huge. You wouldn't run a good business by turning a blind eye to things that have an impact on you.”

    She adds, “[ESG is] what brings in the best talent. It's what makes you want to stay for the long term. It's what makes you a better citizen of the world. It's what makes your company a better business.”

    Technology’s role in ESG

    Alanna believes that “the future is regulation.” But a regulated future doesn’t have to be stressful or scary. The rise of technology like AI will make it far easier to measure your business’s impact. “Particularly in retail and logistics, keep your eye on technology changes. [Technology] is going to facilitate so much of the burden of reporting and tracking and trending your data. The future might be regulation, but it's 
 easier than you think.”

    LinksConnect with Alanna on LinkedIn: https://www.linkedin.com/in/alanna-fishman-25301615/ Visit FTI Consulting’s website: https://www.fticonsulting.com/
  • Automate to Dominate: Essential Steps To Level Up Your Warehouse Operations With Kevin Gaul From RF-SMART

    Automate to Dominate: Essential Steps To Level Up Your Warehouse Operations With Kevin Gaul From RF-SMART

    · Unboxing Logistics

    Every company approaches automation differently. Some fill their distribution centers with high-tech goods-to-person systems, autonomous vehicles, and robots that imitate human abilities, while others don’t even use simple barcode scanners. 

    If you haven’t dabbled much with automation yet, no worries; you can improve your processes gradually to create a delivery experience that outshines the competition. Kevin Gaul, product manager at RF-SMART, explains how to get started. 

    The ideal warehouse

    What does the ideal warehouse look like? According to Kevin, the answer is different for every organization. 

    He says, “There is no ideal warehouse. The same solution that works really well for commoditized CPG is not the same solution that's going to work well for very fragile, one-off, niche items, which is not the same solution that's going to work for the healthcare vertical.”

    Where to start with automation

    Kevin recommends automating your shipping first and foremost. He gives two reasons:

    Cost savings. “Shipping costs are going to eat almost all of your other costs bar none. So you're going to get a much bigger return on your time and technology investment [with shipping automation].”Delivery experience. “Shipping 
 is your last opportunity to touch your customer before you let that package out into the universe 
 and put it in the hands of whoever your elected carrier is.”
    Spending time on the warehouse floor

    Leaders, take note: to truly understand how your facilities operate and what automation tools you need, you should spend time observing how things work in the warehouse.

    Kevin points out, “All too often 
 shipping automation projects 
 are done from offices, from conference rooms, from on high. And yes, that's one of the cardinal sins of product management, but it's certainly one of the cardinal sins of warehouse management too. So the moral of the story here is get out, spend time on the floor.”

    LinksConnect with Kevin on LinkedIn: https://www.linkedin.com/in/kevin-gaul-14166a41/ Visit RF-SMART’s website: https://www.rfsmart.com/
  • AI in Logistics: Beyond the Buzzword With Ibrahim Ashqar From Lumi AI

    AI in Logistics: Beyond the Buzzword With Ibrahim Ashqar From Lumi AI

    · Unboxing Logistics

    Although generative AI first became popular several years ago, it’s still making waves as new tools are released and existing ones are improved. And people still have questions: what can AI be used for? How will it help my business? And what are the risks? 

    Ibrahim Ashqar, CEO and co-founder of Lumi AI, joins Lori on this episode of Unboxing Logistics to answer these questions and more, explaining how to get the most out of AI when it comes to your logistics. 

    Three types of AI 

    What counts as AI? As Ibrahim explains, different people have different definitions. He finds it helpful to break AI into three levels, which vary in sophistication and can be used to solve different types of problems. 

    Statistical models. “There's your statistical models, your advanced analytics that add a tremendous amount of value for things like sorting inventory in your warehouse according to strategic pick locations. It's not really AI. But it's advanced analytics 
 and it's very valuable.”Narrow AI or machine learning. “[These] predictive models have been trained on a large corpus of data, and they do a very specific thing. Like, I'm going to predict how much demand we're going to see next week, and you can take this demand prediction to help inform labor planning decisions downstream.”Generative AI. “It can create content, it can summarize content, it can create images, and it can code. There's a really cool use case there. Logistics companies aren’t software companies—we don't code or anything like that. But [generative AI coding can be used] to extract data insights from your database.”
    Embracing innovation

    Adopting new technology can be scary. Businesses face concerns about cost, change management, and more, but they also fear being left behind if they don’t move fast. Ibrahim recommends embracing AI gradually. 

    “The benefits are truly incredible. Don't be scared to embrace the change. 
 Be very strategic and deliberate with your implementation of AI. Pick easy use cases with high ROI. Start small, prove the value, and then use the excitement and momentum to scale across the organization.”

    Freeing up data teams for high-value tasks

    AI can help you access logistics data without overtaxing your data team. Ibrahim explains that data teams are often swamped with ad hoc data requests, spending up to 50% of their time on low-level tasks. With generative AI, non-data professionals can easily create code that gives them access to the information they need. 

    Ibrahim also addresses a common concern: “Aren't you replacing data analysts? No, we're empowering them to work on the things that are actually driving value.”

    LinksConnect with Ibrahim on LinkedIn: https://www.linkedin.com/in/ibrahimashqar/ Visit Lumi AI’s website: https://www.lumi-ai.com/
  • Celebrating Women in Logistics: 11 Guest Spotlights

    Celebrating Women in Logistics: 11 Guest Spotlights

    · Unboxing Logistics

    March is Women’s History Month—a time to focus on the accomplishments and contributions of women who have helped shape the world. In honor of the occasion, we’ve decided to highlight some modern-day women who have used their knowledge, experience, and leadership skills to influence the world of logistics. 

    This special episode features our women guests from seasons one and two of Unboxing Logistics. Although they all specialize in different areas of logistics—from warehouse management to shipping to supply chain technology—they share something in common. Each of them is helping to pave the way for women in a traditionally male-dominated industry. 

    This episode contains key insights and advice from our women guests. To hear more, make sure to check out their individual episodes: 

    Jessica Lowrance’s episode: https://www.easypost.com/podcast/how-to-fight-porch-piracy Kelli Martin’s episode: https://www.easypost.com/podcast/shipping-resources-for-small-businesses Jill Barron’s episode: https://www.easypost.com/podcast/building-better-supplier-relationships Nancy Seaboldt’s episode: https://www.easypost.com/podcast/navigating-the-erp-implementation-highway Kylie Schafer’s episode: https://www.easypost.com/podcast/navigating-omnichannel-commerce Gemma Shaw’s episode: https://www.easypost.com/podcast/leveraging-an-oms-for-growth Veena Harbaugh’s episode: https://www.easypost.com/podcast/sustainable-shipping-tips-for-small-businesses Kim Baudry’s episode: https://www.easypost.com/podcast/warehouse-automation-and-sustainability Jicara Gorski’s episode: https://www.easypost.com/podcast/carbon-neutral-shipping-how-does-it-work Ching Pei’s episode: https://www.easypost.com/podcast/leveling-up-product-management Anna Podolskaya’s episode: https://www.easypost.com/podcast/empowering-women-in-logistics 
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