By Fello Logistics
From Reactive Freight Chaos to Proactive Fulfillment Confidence
A fast-growing brand committed to non-toxic, eco-conscious household products, was growing quickly but struggling with an unreliable freight experience. Shipments arrived late, communication was fragmented, and carrier accountability was fuzzy at best. Fello Logistics stepped in, not just to manage freight, but to become a trusted partner in aligning logistics with brand promises.
Before: Unreliable Freight Undermining a Purpose-Driven Brand
They had a clear mission and rising customer demand, but logistics were holding them back:
- Late Deliveries Impacting Fulfillment: Customers were being let down by inconsistent delivery times, undermining the brand’s reputation for trust and quality.
- Communication Gaps with Brokers: Working with traditional brokers often felt like chasing ghosts. They lacked visibility and struggled to get proactive updates, making it hard to manage customer expectations.
- Low Confidence in Carrier Selection: There was little transparency into why certain carriers were chosen or how performance was measured. This left them feeling like freight was a black box.
- Growth Outpacing the Freight Model: As order volume increased, their logistics operation didn’t scale with it, amplifying every misstep and communication breakdown.
After: A Strategic Freight Partnership that Delivered Confidence and Control
Fello Logistics transformed the freight experience by introducing structure, transparency, and partnership:
- Dedicated Account Oversight: They were assigned a single point of contact who understood their account, their expectations, and their customer impact, reducing miscommunication and creating consistency.
- Proactive Issue Resolution: Instead of having to report late loads or broken links in the chain, Fello flagged and resolved issues in real time proactively, including carrier failures, misroutes, and ETA risks.
- Weekly Recap + Forecasting Calls: Fello implemented structured touchpoints that helped their ops team stay aligned with upcoming shipping windows, volume spikes, and performance metrics.
- Carrier Accountability Tracking: Through regular reviews of on-time performance and service quality, Fello gave them the data to make confident decisions, including when to shift volume or renegotiate
The Outcome: Greater Confidence, Less Firefighting, and Smarter Freight
Here’s what changed for this e-commerce company:
- On-Time Performance Increased Significantly: While exact percentage gains were not disclosed, the consistent trend was toward fewer surprises and more stable delivery rhythms.
- Internal Team Stress Decreased: Instead of burning time chasing down brokers and carriers, the ops team reallocated that energy to planning, growth, and customer experience.
- Scalable Freight Playbook: With visibility, accountability, and communication built in, they can now grow their shipping footprint without increasing chaos.
This wasn’t just better freight, it was aligned logistics that supported a brand’s promise and growth trajectory.
“Working with Fello feels less like dealing with a broker and more like having a logistics partner who has our best interest in mind. They’re proactive, transparent, and they’ve taken a huge weight off our team’s shoulders. We don’t have to chase trucks or beg for updates anymore, it’s just handled.”
— Operations Manager, E-commerce Company
Fello Logistics is known for integrity, reliability, industry-leading customer service and genuine care for it’s clients. Learn more about our freight shipping services.
