Distribution & Fulfillment Case Study

Reachdesk Scales Personalized Orders with Tailored Fulfillment Solutions

Most fulfillment operations are intentionally designed around predictability. Standard catalogs, repeatable order profiles, and streamlined workflows make it possible to move product efficiently at scale. And while customization can make end-customers feel more valued and seen, managing the additional complexity requires a well-developed supply chain that can adapt to variability while protecting against mistakes.

Reachdesk knows this challenge better than most. Built as a global, data-driven corporate gifting and swag platform, Reachdesk helps companies source, send, track, and measure thoughtful gifts and branded merchandise across hundreds of unique use cases. No order from Reachdesk is “average.” Their marketplace includes thousands of curated gifts and branded swag options, supported by global warehousing and fulfillment capabilities that must flex in real time as clients’ goals change.

Through a distribution and fulfillment solution with ITS, Reachdesk has strengthened its custom kitting solutions and gained the operational expertise to expand into new service offerings—while meaningfully improving key performance metrics along the way.

Solution

Establishing Operations

To support North American operations, Reachdesk moved into 75,000 square feet within ITS’s Dallas–Fort Worth fulfillment campus. The centralized location provides two-day reach to 96% of the US with a single-node network, creating a strong foundation of speed and control.

As operations came online, Reachdesk and ITS collaborated to develop, test, and refine SOPs specific to Reachdesk’s custom requirements. This included the creation of additional, specialized training for ITS fulfillment team members before they begin working on the account—ensuring that team members understand not just the mechanics of kitting, but the importance of accuracy and presentation for brand-sensitive shipments.

Elevating Communication Strategies

To manage the daily variability, ITS and Reachdesk embraced a hyper-communicative approach that utilizes checklist-based execution, picture validation, and custom-built verification pathways to confirm ITS has received special requests like handwritten notes. When challenges arise, ITS integrates additional quality control steps to ensure gifts meet the high standards Reachdesk customers require.

This elevated communication and collaboration doesn’t just happen through workflows, though. Reachdesk has an onsite manager at the Dallas campus to work with ITS team members and review KPIs, challenges, and opportunities to improve customer experience. Through this approach, Reachdesk has seen how ITS’s people-first approach translates to stronger execution on the floor:

Expanding into Event Logistics

With the complex kitting operations dialed in, Reachdesk was able to expand its services into the event logistics space. Event orders carry a much higher risk profile than standard shipments. Individual event orders can average thousands of units of swag items in addition to pop-up banners and branded tradeshow equipment. To mitigate risk, ITS and Reachdesk worked closely to identify workflow challenges and implement an additional quality control layer on all event orders, ultimately reducing error rates on event shipments by over 90%.

But getting the materials there is only half the battle. Once the event comes to an end, companies are faced with the challenge of quickly returning leftover swag and bulky equipment from the event space back to the warehouse. To support reverse logistics, ITS built a custom workflow for Reachdesk customers to request return shipping labels with their outbound order, streamlining processes.