Loop and ShipHero: A Partnership Built on Trust and Transparency

This session at DELIVER Europe 2024 featured Maggie Barnett, COO of ShipHero, and Davy Dujardin, from Loop, discussing their partnership and how it has enabled Loop's rapid growth in the e-commerce market. The discussion emphasized the importance of strong relationships, transparency, and flexibility in navigating the challenges of international expansion and fulfillment.

Loop's Journey: From 3D Printing to Global Expansion

Loop, a company specializing in earplugs, began with a simple idea: create stylish and comfortable earplugs for parties and concerts. The company's founders started by 3D printing earplugs and selling them to friends and family. After a successful showing at CES in Las Vegas, Loop received a large order that propelled them into mass production and retail partnerships.

Pivoting to DTC and International Expansion

The COVID-19 pandemic forced Loop to re-evaluate its strategy, as sales of its party-focused earplugs plummeted. The company pivoted to a direct-to-consumer (DTC) model, focusing on its sleep and comfort earplugs. This shift, along with a growing brand presence, led to increased international sales and the need for a more sophisticated fulfillment solution.

Challenges of International Fulfillment

Loop faced several challenges in fulfilling international orders, including:

• Tracking: Customers experienced difficulties tracking their packages, leading to increased customer service inquiries.
• Time: Shipping times to destinations like the US and Canada were lengthy, causing customer dissatisfaction.
• Taxes: Unexpected duties and taxes upon delivery created frustration for customers and increased costs.

Partnering with ShipHero

To address these challenges, Loop partnered with ShipHero, a leading provider of WMS (Warehouse Management System) and fulfillment solutions. ShipHero's network of warehouses across North America and partnerships in Europe and Australia provided Loop with the infrastructure and expertise needed to optimise its international fulfillment.

Key Takeaways from the Partnership

• Transparency and Trust: The importance of transparency and trust in 3PL relationships, with open communication and shared benefits as key factors.
• Flexibility: The need for flexibility in contracts and fulfillment solutions to adapt to changing volumes and market demands.
• Customer Experience: Prioritizing the customer experience by providing fast and reliable shipping, clear tracking information, and hassle-free returns.
• Data-Driven Decisions: Leveraging data and analytics to understand customer behaviour, optimize inventory, and make informed decisions about fulfillment strategies.
• Continuous Improvement: Embracing a culture of continuous improvement and seeking out innovative solutions to enhance efficiency and customer satisfaction.

The Future of Loop and ShipHero

Loop's ambitious growth plans include expanding into new markets like Southeast Asia and South America. The company's focus on customer experience, innovation, and strong partnerships positions it for continued success in the global e-commerce market. ShipHero's commitment to providing flexible and scalable solutions, coupled with its focus on customer success, makes it an ideal partner for businesses like Loop navigating the complexities of international fulfillment.