How vetevo makes individual kits simple with SendNet
Want a happy and healthy life for your loyal four-legged friend? With their team of biologists, vets, lab technicians and engineers, vetevo has built at-home test kits for pets. In their laboratory they analyse hundreds of samples from dogs, horses and cats every day for worms, allergies and DNA.
Because vetevo deals with something so important — the health and wellbeing of people's pets — customer trust is paramount for the team. Their desire for a personal, trusting relationship with their customers is reflected in their business partnerships. When the team wanted to outsource logistics, they wanted a partner they could feel personally connected to and trust with their business processes. That's why they turned to SendNet.
Trust in SendNet built on a personal relationship
“We spoke to a few other companies, but with SendNet the whole picture came together for us,” explains Mareile, co-founder and CEO of vetevo. “From the start we felt genuinely well looked after on a personal level. We knew that if there were problems or more complex processes, SendNet would put our interests first and work with us to proactively find and build the best solution.”
Mareile was especially pleased that working with SendNet felt like a genuine partnership, with each company helping the other grow and develop. “SendNet actively involves businesses in its own growth, asks which features we need and then implements them,” she explains.
This was especially true of the kitting process, for which vetevo had a number of requirements SendNet was happy to meet.
Creating individual kits is really easy in the SendNet App
vetevo offers its customers various test boxes, which means each box has to be assembled before fulfillment. Kitting is the process of bringing products together before they're picked and packed. Read more about what kitting involves in this blog post.
Kitting plays a critical role in vetevo's fulfillment process, because the team has to be sure every test box contains the right individual components. SendNet is then responsible for the kit boxes: that they're folded correctly, contain the right parts and carry the right return label.
vetevo sells five different test categories, and each of those also varies by animal. That means they're dealing with a large number of kitting processes.
Keeping track of this complex kitting is simple with the SendNet App. Every step can be defined precisely in the kitting request and supplemented with photos and videos. They can then track the status of their kitting requests in their overview.
“By adding images and videos, we make sure every test box is packed exactly the way we want. And thanks to the user-friendly request process, we've become far more flexible in making small changes to our kits. SendNet actively supports that flexibility, implements changes quickly and proactively gives feedback on how we can optimise fulfillment speed and reduce our costs further,” explains Anna-Lena Knoth, Team Lead Logistics.
Because kitting requests can be so precise, the vetevo team was able to increase customer satisfaction thanks to the high accuracy of orders. "We almost never get complaints from customers that something's wrong with the parcel because the accuracy is so high. That also means we save money and time on returns." - Anna-Lena.
Batch tracking for sustainable test boxes
Some products in the vetevo range have expiry dates, so tracking specific SKU batches matters a great deal to Mareile and her team. Some products are sold as annual packs, meaning the customer uses them for a whole year. That's why it's important customers don't receive products that expire within that year.
"In the past, with our old logistics provider, we had no way to track how much stock we had from a given batch. We also couldn't check which items with which expiry date went to which customer. It was very frustrating and meant we had to throw away some stock because it had expired."
With SendNet, however, vetevo gets access to batch tracking, so Mareile and Anna-Lena can trace which batch each SKU came from. This means they can avoid unnecessary reshipments, increase customer satisfaction and have far more control over planning new orders and marketing campaigns.
Freeing up 7 hours of customer support time per month
Building a good relationship with the customer matters to vetevo, so freeing up customer support time to focus on bigger issues and respond faster is essential.
One way customer support time is freed up is by using SendNet's address validation feature. This checks addresses as they're entered and alerts the customer if something doesn't look right. The customer can then re-enter the address manually themselves to make sure it arrives on time and in the right place.
This means vetevo's customer support team isn't overwhelmed with enquiries about lost orders or address changes — the power is handed to the customer instead. This saves the customer support team around seven hours a month, meaning they can focus on bigger topics and have more time for their customers.
A bright future together as growth partners
Looking ahead, vetevo wants to grow alongside SendNet and potentially enter new markets where SendNet is already active. By gaining access to the fulfilmentnetwerk SendNet network, the brand gains easy access to new markets, because all the operations are already in place. This will free up time for the team to focus on marketing their test kits and help improve pet health across Europe.
