What the team faced
As Psycho Bunny expanded its store network and online sales grew, teams had trouble seeing what stock was available across locations. Inventory errors split some orders into more shipments than necessary. When an order was cancelled despite the item being in stock, customer service had to enter the order again.
What the team put in place
- Psycho Bunny worked with implementation partner Pivotree to put Fluent Commerce’s order management system into service in autumn 2022. The first release covered home delivery, inventory visibility across the network and deciding which location would fill an order.
- During inventory counts, stores or a third-party logistics provider filled orders. The retailer could change its order routing rules to keep fulfilment moving during those periods.
- The new workflow automated order re-entry for cancellations where the item was still available. Customer service had previously handled those orders manually.
Reported outcome
The implementation partners reported a split-shipment rate of 35–40% at the start of 2022 and 17% after rollout.
The partners gave the early-2022 baseline and the later rate. Their figures leave the size of the order sample and the exact post-launch measurement period unspecified.