After partnering with THG, the brand transformed its fulfillment strategy—cutting costs, improving service, and unlocking funds for growth.

The challenges

Before the THG acquisition, Biossance was grappling with:

• Fulfillment costs exceeding sustainable levels.
• Customer contact rates at 25%, driven by missed SLAs and poor delivery communication.
• A low Trustpilot score (2.1), impacting brand credibility.
• Limited investment capacity in marketing and growth initiatives due to high operational spend.

The solutions

THG Fulfil stepped in with a cost-efficient and performance-driven strategy:

• Reduced fulfillment costs to just 7% of revenue, saving over $5.6 million annually.
• Introduced streamlined processes and smarter communication workflows to reduce contact rates and cost per contact by 68%.
• Implemented new service standards, enhancing CSAT and review volume.
• Freed up budget for reinvestment into marketing, product innovation, and brand expansion.

The results

• Customer contact rates dropped from 25% to below 10%, improving service efficiency.
• Trustpilot rating soared from 2.1 to 4.4 with significantly higher review volume.
• CSAT increased from 72% to 82.9% post-integration.
• $5.6 million in annual savings, reinvested into high-impact growth channels.

Biossance is now delivering on its global brand promise with a streamlined operation that delights customers and drives profitability.