Summary
From transatlantic hurdles to domestic triumph—luxury brand taps Quiet for seamless onboarding and fulfillment efficiency, slashing costs and fueling growth in its largest market.
Perfect Moment, a luxury brand known for its stylish ski and fashion apparel, faced challenges shipping to its large U.S. customer base from the UK. With the U.S. market representing about 40% of its business and still growing, the UK-based company realized it needed a better way to serve these customers and improve its operations. The solution was to begin using a U.S. based distribution center. Partnering with Quiet for this move transformed Perfect Moment’s fulfillment, cut major costs, and helped exceed their business growth goals.
The Challenge: Navigating a Complex U.S. Market from Abroad
Prior to partnering with Quiet, Perfect Moment grappled with the inherent difficulties of servicing its US market from its UK warehouse. Key challenges included:
- Sky-High Duties and Shipping Costs: Importing goods at retail prices from their UK base led to substantial duty fees for Perfect Moment. On top of duties, shipping a single parcel to the U.S. cost around $40, with returns adding to the expense.
- Limited Delivery Options & Customer Experience: Customers faced restricted shipping choices (primarily express services) with delivery times of 3-7 working days, often compounded by customs delays. This led to increased customer service inquiries chasing parcel statuses.
- Operational Inefficiencies: The existing supply chain was described by Natalie Chew, Head of Operations as “very convoluted and very inefficient,” lacking the agility needed for a growing international brand.
- Need for a Domestic Foothold: To truly serve its U.S. direct-to-consumer (D2C) and wholesale partners effectively, Perfect Moment needed to operate as a domestic entity.
The Solution: A Perfect Partnership and Smooth Onboarding
Perfect Moment embarked on finding a U.S. 3PL partner in early 2023, selecting Quiet’s Dallas facility. The onboarding process was a critical first test, with a tight four-month window to go live before the peak season.
Chew recalls the swift process: “We engaged with Quiet in March and by May, made our selection. With about four months to prepare, we successfully launched the first week of October, right on schedule and neatly avoiding the peak season rush.”
The launch initially focused on D2C e-commerce, with wholesale operations slated to follow. Quiet assigned dedicated contacts for IT and account management, ensuring a collaborative and streamlined setup. Communication was constant, with Chew noting, “We had weekly meetings, and often more, during the ramp-up to ensure alignment.”
“Our initial business case projected a million-dollar saving annually on e-com duties alone, and the actual results have matched that forecast.”
— Natalie Chew, Head of Operations at Perfect Moment
“Quiet takes as much responsibility for getting orders out as we would ourselves. It’s a collaborative and reassuring way of working. I can truly trust Quiet—it’s like we hired an adult.”
— Natalie Chew, Head of Operations at Perfect Moment
Click2Door®: Delivering Confidence and Efficiency
A key factor in Perfect Moment’s decision was Quiet’s innovative Click2Door® (C2D) solution, which provides end-to-end accountability for the entire order journey. “The Click2Door model immediately caught our attention,” says Chew. “Its clear incentive structure and Quiet’s accountability for ensuring timely deliveries with optimal rates and services were key drivers for us.” The benefits were immediate:- Reduced Customer Service Burden: “Customers rarely chase parcels now,” Chew notes. “Deliveries typically happen smoothly without our direct involvement, which is a significant improvement.”
- Expert Management: Perfect Moment relies on Quiet’s expertise to manage carriers and services, a significant advantage for a company without its own full U.S. logistics setup.
Realizing Transformative Savings and U.S. Growth
The partnership with Quiet delivered substantial financial and operational benefits:- Dramatic Cost Reductions: Chew emphasizes, “While duties were the primary driver of savings, the reduction in freight costs was also highly significant.”
- Enhanced U.S. Customer Experience: Operating domestically allowed Perfect Moment to offer diverse shipping options, including two-day and overnight services, which customers readily adopted. This led to improved customer loyalty and fewer complaints about delivery times.
- Streamlined and Scalable Operations: The move to Quiet’s Dallas facility simplified Perfect Moment’s previously tangled supply chain. The brand benefited from Quiet’s proven ability to handle peak seasons.
- Expert Support and Strategic Guidance: A dedicated Account Manager provided critical ongoing advice, for establishing their international channel. Chew emphasizes the value of the expertise and guidance, especially with complex tariff changes this past year, the expertise ‘really saved our bacon.’
‘Perfect’ Setup for Continued Success
With a successful D2C operation established in the U.S., Perfect Moment is now rolling out its B2B wholesale fulfillment through Quiet. “Setting up our B2B channel has been remarkably smooth,” says Chew. “Quiet already possesses the necessary knowledge and experience from working with these major retailers for other brands.” The ability to consolidate all U.S. fulfillment (D2C and B2B) through a single, efficient Dallas hub marks a huge step forward. “Our previous supply chain was convoluted and inefficient,” Chew states. “This partnership represents a huge, positive transformation for us.” Perfect Moment’s journey with Quiet showcases how a strategic partnership, seamless onboarding, and innovative solutions like Click2Door® can empower a brand to conquer new markets, delight customers, and achieve significant operational and financial efficiencies.
“Even with our significant peak season spikes, we saw no issues. The Quiet team was already well-equipped and staffed to handle the volume.” — Natalie Chew, Head of Operations at Perfect Moment
Savings with Quiet.
$1M
REDUCTION
Duties reduced over $1
million USD
75%
SLASHED
Per-parcel shipping costs slashed by over 75 percent
“I strongly recommend Quiet to any brand. The onboarding was excellent, the warehouse team is fantastic, and their collaborative, proactive approach provides exactly what we need in a fulfillment partner.”
— Natalie Chew, Head of Operations at Perfect Moment
