How SendNet helps Mybacs fulfill flexibly and 40% faster

Want to improve your gut health? Look no further than German biotech start-up mybacs. Founded in 2019 by Sebastian Wahl and Carl-Philipp von Polheim, it develops, manufactures and sells mybacs high-quality pre- and probiotics, alongside other nutritional supplements.

The company has grown rapidly since then, with the aim of revolutionising the microbiome health market and making a decisive contribution to their customers' daily wellbeing. As the business grew, the team realised they needed an operations partner who could offer flexible fulfillment and a hands-on mentality. That's when they found SendNet. 

“We were looking for a 3PL partner who could handle flexible changes to flyers and product bundles and frequent restocking, and who would help us improve our click-to-door time,” explains Verena, senior operations manager at mybacs.

“One of the reasons we decided to work with SendNet was that they have complete control over their processes without third-party involvement. Because SendNet builds the WMS and continually tests it in SendNet-run fulfillment centers, they're always able to make changes quickly and easily.”

mybacs's fulfillment time improves by 40%

Within the first few weeks with SendNet, mybacs could already see a tangible impact on their fulfillment speed. The onboarding process was made simple by the combination of a dedicated onboarding manager and the intuitive interface of the SendNet App. As soon as the first orders had been fulfilled by SendNet, Verena could see a clear difference straight away. 

Faster fulfillment helps the mybacs team shorten the time between a customer clicking buy and the order arriving with them. "The post-purchase period is critical for the customer experience, especially for first-time buyers, so fulfillment time matters a great deal to us," Verena explains.

"Thanks to the optimised verpakkingsprocessen SendNet's processes in the fulfillment center, we saw our fulfillment speed increase by 40%." - Verena. 

Before mybacs started working with SendNet, they worked with another 3PL where standardised processes and peak periods led to slower fulfillment. Since partnering with SendNet, optimised processes — packing in particular — have sped up the entire fulfillment process.

More flexible add-ons and a 50% cost saving on flyers with every order

Using flyers is an essential part of mybacs's marketing and customer success strategy. They use them to give customers more information about their products, to offer promotions and to collaborate with other brands. All of this helps mybacs retain customers and increases their customer lifetime value (LTV). That's why they need a fulfillment partner who can handle changes to flyers flexibly.

De fulfillment add-on rules from SendNet offer the perfect solution. Add-on regels are a set of automations created directly in the SendNet App. They let you add certain extras, such as flyers, to all your orders or to orders with a particular variable, such as a specific SKU, country of origin, basket value and more. 

This means the mybacs team can easily set rules for specific flyers with specific products, and change them when they have updated information, new supplement bundles or a new offer they want to tell their customers about.

“With our previous fulfiller we had to communicate changes to the flyer logic by email or phone, and it was more expensive,” says Verena. “With SendNet add-on rules we can make changes ourselves within seconds in the SendNet App. On top of that it costs us half as much per use, which is a substantial saving.” 

All in all, Verena estimates they save around €800 a month thanks to this reduced price per pick.

Save 2 hours a month on tedious tasks such as restocking announcements

For the mybacs team, restocking used to be a time-consuming process. "We used to have to communicate every restock by email or call our fulfillment partner to ask whether the shipments had arrived. It was very awkward and time-consuming. Restocking with SendNet is much simpler and saves us a lot of time," Verena explains. 

With SendNet, mybacs can announce restocking themselves within the SendNet App and track arrival. Since the team restocks several times a week, this adds up to around two hours a month saved that used to go on unnecessary calls and follow-ups.

Address validation saves mybacs €1,000 a month

Another feature that saves the team valuable time and money is address validation. When a mybacs customer enters their address, SendNet checks it. If there's a possible error, the customer is invited to correct it themselves. 

Before address validation was implemented, around 20 orders a month were lost to incorrect addresses; now those addresses are flagged before the order is processed. This saves mybacs an average of around €1,000 a month, plus hours of customer support time.

Every operational need in one place

Verena is delighted to have integrated the SendNet App into her daily work. “It's great to have everything I need in one place,” she explains. “With our previous fulfiller we could only see static data, but now we can also see dynamic stock counts and order processes , which gives me complete transparency.”

The team also previously needed an extra tool for analytics, which meant higher costs and more complexity. With SendNet they now have a geïntegreerde analytics suite giving them easy access to the metrics that matter to them, directly in the SendNet App.

Creating an even more closely integrated future together

With more than €1,800 and countless hours of valuable time saved each month, the mybacs team is looking forward to working with SendNet further.

They're particularly excited about integrating their other tools more closely with SendNet. Verena already uses SendNet's Klaviyo integration to keep customers updated on their order status and is excited about the upcoming Gorgias integration to reduce customer support time further. 

mybacs also plans to offer their products across Europe using SendNet's Europese fulfillment netwerk. Access to multiple fulfillment centers across Europe and the UK lets mybacs scale seamlessly into new markets.

“We're so glad we've found an operations partner who invests in our growth and can help us scale even further.” – Verena.