# Case Study:

# Anonymous RC Racing eCommerce Company

## Overview

This company is the premier name for gas, nitro, and electric-powered 
remote-controlled (RC) cars. All of their products come fully assembled
and ready to run right out of the box.

## Challenge

What started as a two-person shop in 2005, this company has grown
and transitioned from a business-to-business operation that sold a 
small number of large orders to a direct-to-consumer eCommerce 
company that now sells a large number of small orders. As a result, 
the team knew it needed to make a change in its pick, pack, and 
ship strategy.

While its WMS was in place, without an advanced fulfillment solution 
to round out the process, shipping errors would continue to plague 
the operation. Previously, the Picker would also pack the order, 
check that the correct products were there, write down the box size 
and weight on a piece of paper, and then send the box down to the 
employee printing out packing slips. This manual process often 
resulted in the customer receiving the wrong item or missing 
something altogether. "It was a big problem," said the Director of 
Operations. "When you're shipping the wrong items to customers it 
makes you look really cheap." On top of that, when customers would 
reach out about the incorrect orders, the company wouldn't always 
receive the mis-shipped items back, meaning they were losing out 
on more than just the customer's trust.

Order processing times also suffered. First, they tried using a 
shipping software that wasn't directly integrated with NetSuite, and 
as a result, they'd end up waiting around for shipping labels to load 
in NetSuite. When that failed, they tried using their WMS for packing, 
which was painfully slow. "The user interface lagged, it wasn't robust 
and it didn't offer any kinds of suggestions on packing," said the 
Director of Operations.

**Industry:** **Consumer Goods/RC Racing Vehicles**  
**ERP:** **NetSuite**

**Benefits & Key Outcomes**

**100%** Increased order accuracy to near 100%

**2X** 2X order throughput over the previous process

Removed manual touchpoints throughout the operation

Improved brand perception & customer satisfaction

User interface that’s easy to learn and responds quickly

---

## Solution

Since changing gears with ShipHawk, the mis-shipments of the 
past are no longer a problem. The company now has complete 
confidence that every shipment is packed with the correct item, is 
in the best box, and is going where it's supposed to go. "By adding 
ShipHawk to our operation, we can now easily verify the contents 
of each package before orders go out the door which helped us 
! increase our fulfillment accuracy to nearly 100%," said the 
Director of Operations. Brand recognition and consumer trust go 
hand-in-hand for the good or the bad. Today, customers can 
expect fast and error-free shipping.

**"We knew we needed some**  
**kind of packing solution when we**  
**first started looking, but we just**   
**didn't know exactly what it should**  
**look like."**  
**Director of Operations**

Order processing speed has increased as well. With its former shipping software, the team was having to wait 
around approximately 10 seconds per shipment for the tracking number to get from the software to NetSuite. While 
that time wouldn't normally seem slow, when processing 6000 orders a month, that wasted time added up quickly. 
With ShipHawk, that isn't an issue anymore. "As soon as the tracking number is created in ShipHawk, our team can 
move to the next shipment because we know that ShipHawk is automatically sending those details back to 
NetSuite," said the Director of Operations.

Another benefit this customer found with ShipHawk was not having to pay for numerous individual NetSuite licenses to use the system, and as a result, is not limited in the number of pack stations. "With ShipHawk, we upped our 
pack stations to four even though we normally only need three. That way, if anything goes wrong, we're prepared 
and can start using a different pack station immediately," said the Director of Operations.

**“Moving to ShipHawk gave us a huge upgrade in speed. Our**  
**shipping processes are at least two times faster than they**  
**used to be when we were using our WMS for packing.”**  
!