05 12 2024
Challenge
Sahara is a fig-based spirit drink rooted in a traditional Moroccan recipe, with a unique twist.
Launched by Omar in early 2024, the company is named after it’s one signature drink – a powerful homage to the ‘spirit of Morocco’ that is captured in the finely crafted revival of a Mahia recipe.
Omar contacted us in August of 2024 as he was deeply unhappy with his fulfilment provider. Despite his business only selling one product, they consistently delivered a poor service – driving customer dissatisfaction and damaging his new brand.
He told us that initial onboarding had taken weeks, despite his inventory being a single product. There would be frequent delays in shipping, with no explanation given as to why an order could sit for around 2-3 days on the system before being processed and sent out. Furthermore, his customers also experienced issues with multiple orders; receiving only one bottle when they’d ordered at least two or more.
With such a negative customer experience threatening to ruin the reputation of his exciting new business, Omar turned to us for help.
Solution
Within days of our conversation, we were able to bring Omar onboard at Drinks Smart and transition his inventory across to our warehouse and systems.
We understood the importance of getting shipping right for such a new business and relished the challenge of improving his perception of the pick, pack and post industry. With just one product to work with, we focused on speed and accuracy, ensuring that we fulfilled orders quickly and with the correct number of bottles.
To build Omar’s trust in us as his fulfilment provider, we maintained consistent communication, ensuring he knew everything that we were doing and helping him to feel more in control of the process.
We assured Omar that our accuracy rate is 99.8%, but that if a mistake was ever made (as we acknowledge that we’re all human) we have a guarantee in place that means we will rectify it swiftly, at our own cost. We’ve yet to demonstrate that guarantee to the Sahara team, but it’s reassuring for Omar to know that we have both his own, and consequently, his customer’s satisfaction at heart.
On one of our recent Instagram posts, Omar shared that it was the ‘Best decision ever’ to switch to us, and we are delighted that he feels this way. We hope we can continue to impress Sahara with our exceptional fulfilment service and look forward to a long and trusting partnership.
Testimonial
“At Sahara, we made the right choice in switching from our previous fulfilment provider to The Pack Smart Group.
We get a quick, smooth, and speedy service that costs nearly 40% less than our previous supplier, and our bottles are always carefully picked, packed and dispatched within agreed time frames.
Ultimately, their good service reflects on us as a premium brand, and our end customers have been praising our packages and speedy deliveries. Thank you, The Pack Smart Group.”
