Express beats customer expectations through outsourced services

Omnichannel has pushed the envelope on customer expectations, and retailers need to deliver — literally.



Express is not only meeting customer expectations, it is exceeding them by outsourcing its fulfillment and freight operations to Radial. The omnichannel technology and operations provider’s Richwood, Kent.-based fulfillment center features space specifically built out to support Express’ back-end omnichannel needs.



Meanwhile, the company’s fulfillment and freight managed services help the specialty retailer improve transit times and order fulfillment, regardless of volume spikes. For example, during peak seasons, shipped units can increase by 10 times the volume shipped during an average week.



"Radial has the scalability and expertise to support both expected and unexpected volume spikes without impacting the customer experience," shared Steve Nicholas, director, e-commerce sales and operations at Express. "It can do capacity leveling either in the same building, or the same campus. In addition, Radial's scale positively impacts our transportation speed and cost."



As the specialty retailer’s omnichannel model heats up, Nicholas is relying on Radial to help Express find ways to further drive customer service. For example, this month, the team will be leveraging auto baggers and other freight optimization initiatives to further improve its packing efficiencies, costs and fulfillment times.