May 11, 2009, 12:00 AM

After fulfillment break-down, music equipment retailer strums a new tune

Since migrating to an outsourced fulfillment operation, Music Parts Plus has virtually eliminated the errors that had jammed up its business, founder and CEO Dominick Moreo says.

Since migrating to an outsourced fulfillment operation, Music Parts Plus has virtually eliminated the errors that had jammed up its business, founder and CEO Dominick Moreo says.

Music Parts Plus launched in the spring of 2007 and rang up first-year sales of $1.2 million, but the retailer suffered from an ineffective in-house fulfillment operation, Moreo says.

“We had an order error rate of close to 10%,” he says. “That led to a reduction in repeat orders, unhappy customers, and our overall expenses going sky high.”

After temporarily shutting retail operations last year, it relaunched this spring on an e-commerce platform from Infopia Inc. integrated with outsourced fulfillment provider Quiet Logistics, which uses robotic inventory management technology from Kiva Systems Inc.

The new system has helped Music Parts Plus achieve an order accuracy rate of close to 100% while also sharply cutting the time it takes to process customer orders, Moreo says. “The time from the moment we get an order online to the moment we have a package with a shipping label and ready to leave the building can be as little as 14 minutes,” he says. “In the past, it could’ve been 24 to 48 hours.”

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