Industries
Click-to-Delivery Time:
from 7–8+ days to <4 days
Order Accuracy:
consistently >99.5%
Fulfillment CX Tickets:
WISMO historically #1 CX ticket, now no longer a top 10 issue
From contract execution to shipping in 3 weeks
Dr. Squatch was riding a wave of success, celebrated for its natural men’s personal care products and creative marketing. Yet behind the scenes, their growth was being slowed by one fulfillment disaster after another. Switching from one 3PL to the next became an exhausting routine that left their team constantly putting out fires instead of focusing on what they did best.
“We were almost on an annual journey, recreating the wheel, trying to find a 3PL partner that could grow with us, scale with us, and challenge us to become better,” explained Jason Welsh, Sr. Manager of Ecommerce and Wholesale Fulfillment.
The challenges were mounting. Execution of basic operational standards like transparent invoicing or SLA compliance was rare. “Customer complaints about ‘Where is my order?’ were constant. It impacted our brand reputation and pulled focus away from growth and product innovation,” Welsh shared. Andrew Sutton, Sr. Director of Fulfillment Logistics, added, “We were focused on micromanaging our 3PLs instead of growing our business.”
Years of unreliable fulfillment had exposed a painful truth: scaling with confidence wasn’t possible until they found the right partner. The result? Faster delivery times, incredible accuracy, and a game-changing partnership that gave Dr. Squatch the confidence to focus on its true strength, building a brand customers love.
Dr. Squatch’s natural men’s personal care products and viral marketing campaigns had turned them into a beloved brand, but behind the scenes, fulfillment was a constant distraction. They were locked in an exhausting pattern of switching between 3PL providers, searching for a partner who could deliver both reliability and growth potential. Jason Welsh, Senior Manager of Ecommerce and Wholesale Fulfillment for Dr. Squatch, described their predicament: “We were stuck in micromanagement mode, constantly putting out fires. Growing the business in a healthy manner was a daily struggle amid all the fulfillment issues and internal concerns,” Andrew Sutton, Senior Director of Fulfillment Logistics, admitted.
That’s when Dr. Squatch made the decision to leap into a new partnership—with us, ShipMonk.
We knew Dr. Squatch needed more than standard onboarding; they needed rapid action, precise execution, and a complete fulfillment overhaul.
Kerry, ShipMonk’s Director of Onboarding, explained the approach: “Our onboarding process is designed to address every pain point head-on, from inconsistent communication to inefficiencies in operations. It’s not just about getting a client up and running; it’s about setting them up to thrive.”
The timeline was ambitious. Dr. Squatch had to transition away from their previous 3PL and begin shipping with ShipMonk in just three weeks once the contract was signed. With clear milestones and open communication in place, the onboarding became a masterclass in teamwork.
Welsh described the process as “a project management masterclass,” with clear milestones, constant communication, and a sense of urgency that matched the stakes. “We were in a really bad spot with our previous 3PL, so we had to get out of there quick,” Welsh recalled. “ShipMonk made a lot of big promises, but much to our surprise, they delivered.”
Kerry elaborated on the process, saying, “For us, onboarding is a collaborative effort. By working closely and rethinking processes together, we make sure every client gets the tools and strategies they need to thrive.”
This collaboration wasn’t just about problem-solving; it was about building trust. Sutton reflected on the experience, saying, “That rock-solid onboarding gave us trust and confidence in the resulting weeks, months, and even years of partnership.”
For us, onboarding isn’t just a task; it’s the foundation of every great partnership. With Dr. Squatch, we treated onboarding as a collaborative effort to not only integrate systems but to optimize them. During our hypercare phase, we encouraged Dr. Squatch to rethink legacy processes and adopt practices designed to maximize efficiency and scalability. The results were immediate and profound.
Combined, these outcomes didn’t just fix fulfillment; they gave the Dr. Squatch team their time and energy back. Growth didn’t require a gamble anymore.
Our partnership with Dr. Squatch quickly showcased the distinct advantages of working with ShipMonk. One major breakthrough was our Virtual Carrier Network (VCN), which empowers our merchants with unmatched flexibility. “We had never had carrier flexibility like this before,” Sutton noted. “With ShipMonk’s carrier network, we’re never pigeonholed into a single provider. If one option isn’t performing, we have affordable alternatives we can immediately pivot to in order to protect CX”
We also gave Dr. Squatch a level of data transparency they’d never experienced before. Through our intuitive dashboard, their team could monitor and optimize every aspect of their fulfillment in real-time. For the first time, fulfillment became a source of clarity and control, not chaos.
Within six months, the transformation was undeniable. Click-to-delivery (CTD) times for economy orders dropped from 7–8 days to less than 4 days. “That’s fantastic,” Welsh said simply. Order accuracy soared to above 99.5%, and customer complaints about fulfillment essentially disappeared. “Fulfillment is no longer a bottleneck. It’s peace of mind,” Welsh added. Freed from the burdens of their old fulfillment struggles, Dr. Squatch was finally able to focus on scaling, innovating, and delighting their customers.
When Dr. Squatch handed over the reins, ShipMonk turned lagging fulfillment into a well-oiled machine. The impact was immediate and unmistakable.
Combined, these outcomes didn’t just fix fulfillment; they gave the Dr. Squatch team their time and energy back. Growth didn’t require a gamble anymore.
At ShipMonk, we believe partnerships thrive on shared goals and constant innovation. Our weekly meetings with Dr. Squatch became collaborative sessions for brainstorming and progress tracking, always looking for the next opportunity to optimize. Sutton captured our approach perfectly, saying, “They’re not afraid to try, fail, adjust, and improve.”
Our Happiness Engineers also played a pivotal role in maintaining this synergy. Dr. Squatch initially hesitated about working with a dedicated support team rather than direct operators, but those doubts didn’t last. “The communication has been seamless, and their ability to streamline between us and operations has been fantastic,” Sutton shared.
The story of Dr. Squatch is proof of what’s possible when fulfillment stops being a distraction and becomes a core strength. “We now have confidence across the organization that whatever we produce or promote, we can execute on it and guarantee that customer experience all the way through delivery,” Welsh said.
If your business feels distracted by fulfillment, let us help. We’re here to provide not just solutions, but a path to growth, freedom, and success.
Start Your Journey with ShipMonk Today
“We were in a really bad spot with our previous 3PL, so we had to get out of there quick,” Welsh recalled. “ShipMonk made a lot of big promises, but much to our surprise, they delivered.”
