Launched in May 2007, BookSwim is America's only online book rental club
offering paperbacks and hardcovers. BookSwim enables subscribers to rent books
"Netflix®-style" with free return shipping and no due dates or late
fees. BookSwim offers unlimited book rental for one flat monthly price
that includes nationwide home delivery of hardcover new releases,
paperback classics, as well as college textbook rentals.
Business Goal: Optimize Order Processing and Reverse Logistics
Bookswim offers its customers a simple web-based book ordering solution that facilitates automatic shipping without complicated online checkout. To return books, customers simply enclose them within an included prepaid, self-sealing return mailer and drop the package in the mail. Integral to the success of Bookswim's customer relationships is a timely fulfillment and reverse logistics process operating seamlessly behind the scenes. Since Bookswim offers its customers free shipping via media mail, all orders must be processed quickly and reliably to maximize speed of delivery. To ensure that all of its titles in stock are ready for immediate shipment, inbound returns must be processed and made available immediately.
Solution: Experienced Fulfillment Partner with Personal Service
With the ongoing expansion of its business, Bookswim had outgrown its previous outsourced fulfillment relationship. During Bookswim's evaluation of new fulfillment partners, EchoData's unique expertise in complex reverse logistics working with global companies such as Verizon and Soda Stream made it immediately stand out among competitors. In EchoData, the Bookswim management team found a fulfillment partner with a friendly "family" atmosphere that also provided strong attention to detail from the outset. EchoData developed and met an aggressive implementation timeline that got the new Bookswim fulfillment program up and running in less than a month.
Since 2009, EchoData has managed order fulfillment and reverse logistics for Bookswim's growing online book rental club. Books are warehoused and inventoried at EchoData's main east coast fulfillment center, where its experienced professionals coordinate pick and pack fulfillment operations and provide rapid returns processing. To further speed inbound book returns, EchoData was also able to secure a permit for Bookswim at a major bulk mail center hub near its Coatesville, PA warehouse. This enables books to be shipped directly back to EchoData through the bulk mail center, eliminating an additional stop at the local post office.
Unique Challenges: Managing Inventory to Increase Fulfillment Efficiency
A critical success factor in Bookswim's fulfillment program is the management of its continuously growing inventory of over 34,000 books. EchoData has developed a customized solution for Bookswim's requirements, treating each book as its own stock keeping unit (SKU), even those with the same title. This allows EchoData warehouse and fulfillment staff to restock books and pick for new orders based on location, rather than title. Using this strategy, EchoData can more easily allocate space for Bookswim's incoming inventory. Further efficiencies are gained through the use of bar coding technology, enabling EchoData staff to scan books and place them in a location that optimizes pick and pack operations.
Results: Tangible Productivity Gains from a Proven Provider
"EchoData has delivered everything we hoped for in a partner from day one with personal service, timely fulfillment, and skillful management of reverse logistics," notes Bookswim's Co-Founder and Chief Marketing Officer. "Our fulfillment program has never run better, and our internal team has more time than ever to focus on marketing and company growth. We can also tap EchoData's sophisticated and proven fulfillment expertise to bring to the table creative solutions that impact our business in measurable ways."
