Switching Multiple 3PLs & “Finally Finding Atomix” — Customer Story — Supergreen Tonik
“Atomix literally feels like an extension of our team!”
- DTC Brand: Supergreen Tonik
- HQ: Atlanta, GA
- Founder: Adam Wright
- Industry: Vitamins / Supplements
- Website: supergreentonik.com
Background: The founder, Adam Wright, has suffered from Chronic Fatigue Syndrome for over 25 years and since becoming a dad wanted to focus on nutrition to improve his energy and immunity. He tried a number of greens supplements but there was always something lacking, whether it was the ingredients, lack of transparency over ingredient amounts, or the horrible taste. Adam decided to develop his own brand from the ground up and to document the journey on his blog. It made sense to tackle the main issues with Chronic Fatigue Sufferers and what most people struggle with from time to time; lack of energy, immunity, and brain fog. Adam delved into the research of the ingredients that had science to support their health claims. He then worked with a US-based manufacturer to work out the ingredients that could be combined into one effective formula.
Adam had the opportunity to sit down with us & interview our founder for his blog which he transparently shares the traditional challenges of working with a 3PL, switching between multiple 3PLs, and ultimately finding Atomix.
When first starting the company, Adam knew that he needed to work with a 3PL. After trying things out with a few different companies, Adam was not receiving the level of service that he expects and needs for his company.
“Don’t just go with the biggest fulfillment company out there, often you end up being a small account that gets forgotten about, which leads to problems down the road.”
When Adam found Atomix and had his first meeting with Austin, he immediately was confident that he has found the right 3PL to partner with, and knew that he would be receiving the level of customer support that he needed and expected.
After working with a few partners, he thought, ‘how much better good they be.’ In the first meeting, Austin and Adam spoke about the broken returns process and the challenges of re-stocking items in a timely manner.
To Adam’s surprise, Atomix developed a system to manage the process of his return exactly for his business. Instead of having a one-size-fits-all model, Atomix built out a process based on rapid responses and QC checks to identify sellable products.
This, on top of our standard 15-minute response times and 24-hour resolution timeline, checked one of the boxes Adam was specifically looking for. By leveraging a real-time CX software like Slack provided insight and attention like never before for Adam.
“A fast turnaround in fulfillment is paramount now that eCommerce owners are competing with the likes of Amazon. But just as important is the level of customer satisfaction that comes with having great customer support with your 3PL.”
“With fulfillment, there is always the odd issue coming up, but we have the confidence that the team at Atomix will help to resolve it.”