Online retailer Ecentria set out to reconfigure its distribution network and install automated warehouse systems to meet growth demands—and in the process, uncovered opportunities for small changes that have yielded big results ahead of the planned high-tech implementations.
Victoria Kickham started her career as a newspaper reporter in the Boston area before moving into B2B journalism. She has covered manufacturing, distribution and supply chain issues for a variety of publications in the industrial and electronics sectors, and now writes about everything from forklift batteries to omnichannel business trends for DC Velocity.
Developing a warehouse automation project takes time and strategic planning, and it often involves consulting experts who can analyze your operations, growth expectations, and long-term objectives in order to determine the best course of action. That’s exactly what leaders at outdoor equipment and tactical gear retailer Ecentria set out to do in 2022 after experiencing 200% growth in a single year and realizing they didn’t have the right systems in place to handle that kind of demand. Company leaders say they needed a plan to handle growth while also reducing costs, increasing productivity, and cutting fulfillment and delivery times for their global customer base, which includes hunters and outdoor enthusiasts as well as the military and first responders. The company sells direct to consumers as well as to business and government accounts.
“We needed a better system for managing inventory and fulfilling orders, and one that would [accommodate] future growth,” explains Chris Batt, Ecentria’s director of fulfillment and distribution center operations, adding that the company’s two-facility network included some robotic picking systems that weren’t meeting its complex inventory requirements. Ecentria is an online-only business that handles about 130,000 stock-keeping units (SKUs) across its two distribution centers (DCs). Those items vary widely in size and type, ranging from an expandable camper that fits on top of a car all the way down to small hardware items, such as specialty screws.
As Batt explains, Ecentria needed a partner that could objectively analyze its processes and recommend automated systems and DC network design changes that would help it speed fulfillment and delivery while trimming costs. The company turned to material handling systems integrator Alpine Supply Chain Solutions and within five months, was making small changes that were yielding big results, with an ultimate plan to reconfigure Ecentria’s DC network and implement large-scale automation.
“Analysis is what has made the difference here,” Batt says, explaining that a deep dive into inventory movement, demand fluctuation, and projected growth helped identify DC layout changes and slotting adjustments that have led to better productivity and labor savings before the broader automation and network redesign project has even begun.
“We’re getting more benefits than we thought possible,” Batt says.
IMMEDIATE GAINS
Ecentria’s company headquarters and primary DC are located in Aurora, Illinois, near Chicago, and its second facility is in Logan, Utah, about 85 miles north of Salt Lake City. Both facilities handle the full range of the company’s SKUs, with the exception of ammunition, which Ecentria supplies only out of the Utah site. Alpine’s first step was to conduct a storage-type analysis and automation evaluation for both facilities to determine how the company could make better use of existing space both now and in the future, given the wide variety of items stored and shipped. After analyzing A, B, and C items based on their pick location and reserve stocking location in the facilities, and factoring in projected volume growth of 20% year over year from 2022 through 2026, Alpine recommended “rightsizing” the space in each facility to improve putaway, storage, and fulfillment—advice Ecentria acted on immediately. Managers reconfigured much of the space and then reslotted items—the process of determining where products are best positioned in a warehouse or DC—for better, more efficient movement through both facilities.
As part of the analysis, Alpine and Ecentria collaborated to build a 3D computer model of the facilities, which Batt and his colleagues say helped them better understand existing processes and visualize recommended changes. Those changes included replacing wide-aisle racking with very-narrow-aisle (VNA) racking systems—a modified form of adjustable pallet racking that increases storage density—in parts of both facilities. In Aurora, the plan called for putting 3,000 high-velocity A and B SKUs —the fastest-moving items in the facility—in a central location for more concentrated picking. Workers used radio-frequency (RF) scanning devices for picking prior to the change and continue to do so in the new layout.
The initial changes have produced big results, including a more than 60% improvement in the company’s average pick rate. As of this past spring, Ecentria’s employees had gone from an average of 56 picks per hour to 91 picks per hour during peak periods. The new system has also reduced employees’ travel time throughout the facility, optimized forklift usage (no more empty or idle trucks), and nearly doubled productivity while reducing errors. Overtime has been vastly reduced, and Ecentria implemented a hiring freeze this past spring that has the company operating at its lowest headcount in 10 years. Batt says he expects to see about $320,000 a year in labor savings as a result of the changes.
“Just going from [a pick rate of] 56 to 91, as an average, is crazy,” Batt explains. “We’re seeing it in our budgets—and it’s all because of these efficiencies.”
NEXT STEPS
Leaders from both companies note that the steps Ecentria is taking today are merely precursors to larger changes, which will include a new DC network design and large-scale DC automation. Plans are to build a DC in the Midwest by 2025—as part of a single or two-DC design, which is still to be determined—that will feature an automated storage and retrieval system (AS/RS), picking robots, and advanced conveyor systems designed to optimize “every aspect of the fulfillment process, from receiving to putaway to shipping,” according to Alpine. Batt says the AS/RS will be the centerpiece of the project and is expected to pay for itself within five to seven years of implementation.
For Batt and his colleagues, the moves can’t come soon enough—but in the meantime, they say they will continue to implement projects that target the “low-hanging fruit” across Ecentria’s current operations in order to make further improvements. And they say they’re making far more progress than if they’d undertaken the analysis by themselves.
“We didn’t have to hire Alpine [for this project]. We could have done it all on our own, but it would have taken us well over a year and I don’t know if we would have gotten the same data,” Batt explains. “And the thing is, we’re still looking at the data and finding things that can help. This whole project has been enlightening. When you work with a company that doesn’t know everything about your [operations], they ask questions you wouldn’t normally ask yourself—and that really helps.”
Progress in generative AI (GenAI) is poised to impact business procurement processes through advancements in three areas—agentic reasoning, multimodality, and AI agents—according to Gartner Inc.
Those functions will redefine how procurement operates and significantly impact the agendas of chief procurement officers (CPOs). And 72% of procurement leaders are already prioritizing the integration of GenAI into their strategies, thus highlighting the recognition of its potential to drive significant improvements in efficiency and effectiveness, Gartner found in a survey conducted in July, 2024, with 258 global respondents.
Gartner defined the new functions as follows:
Agentic reasoning in GenAI allows for advanced decision-making processes that mimic human-like cognition. This capability will enable procurement functions to leverage GenAI to analyze complex scenarios and make informed decisions with greater accuracy and speed.
Multimodality refers to the ability of GenAI to process and integrate multiple forms of data, such as text, images, and audio. This will make GenAI more intuitively consumable to users and enhance procurement's ability to gather and analyze diverse information sources, leading to more comprehensive insights and better-informed strategies.
AI agents are autonomous systems that can perform tasks and make decisions on behalf of human operators. In procurement, these agents will automate procurement tasks and activities, freeing up human resources to focus on strategic initiatives, complex problem-solving and edge cases.
As CPOs look to maximize the value of GenAI in procurement, the study recommended three starting points: double down on data governance, develop and incorporate privacy standards into contracts, and increase procurement thresholds.
“These advancements will usher procurement into an era where the distance between ideas, insights, and actions will shorten rapidly,” Ryan Polk, senior director analyst in Gartner’s Supply Chain practice, said in a release. "Procurement leaders who build their foundation now through a focus on data quality, privacy and risk management have the potential to reap new levels of productivity and strategic value from the technology."
Businesses are cautiously optimistic as peak holiday shipping season draws near, with many anticipating year-over-year sales increases as they continue to battle challenging supply chain conditions.
That’s according to the DHL 2024 Peak Season Shipping Survey, released today by express shipping service provider DHL Express U.S. The company surveyed small and medium-sized enterprises (SMEs) to gauge their holiday business outlook compared to last year and found that a mix of optimism and “strategic caution” prevail ahead of this year’s peak.
Nearly half (48%) of the SMEs surveyed said they expect higher holiday sales compared to 2023, while 44% said they expect sales to remain on par with last year, and just 8% said they foresee a decline. Respondents said the main challenges to hitting those goals are supply chain problems (35%), inflation and fluctuating consumer demand (34%), staffing (16%), and inventory challenges (14%).
But respondents said they have strategies in place to tackle those issues. Many said they began preparing for holiday season earlier this year—with 45% saying they started planning in Q2 or earlier, up from 39% last year. Other strategies include expanding into international markets (35%) and leveraging holiday discounts (32%).
Sixty percent of respondents said they will prioritize personalized customer service as a way to enhance customer interactions and loyalty this year. Still others said they will invest in enhanced web and mobile experiences (23%) and eco-friendly practices (13%) to draw customers this holiday season.
That challenge is one of the reasons that fewer shoppers overall are satisfied with their shopping experiences lately, Lincolnshire, Illinois-based Zebra said in its “17th Annual Global Shopper Study.”th Annual Global Shopper Study.” While 85% of shoppers last year were satisfied with both the in-store and online experiences, only 81% in 2024 are satisfied with the in-store experience and just 79% with online shopping.
In response, most retailers (78%) say they are investing in technology tools that can help both frontline workers and those watching operations from behind the scenes to minimize theft and loss, Zebra said.
Just 38% of retailers currently use AI-based prescriptive analytics for loss prevention, but a much larger 50% say they plan to use it in the next 1-3 years. That was followed by self-checkout cameras and sensors (45%), computer vision (46%), and RFID tags and readers (42%) that are planned for use within the next three years, specifically for loss prevention.
Those strategies could help improve the brick and mortar shopping experience, since 78% of shoppers say it’s annoying when products are locked up or secured within cases. Adding to that frustration is that it’s hard to find an associate while shopping in stores these days, according to 70% of consumers. In response, some just walk out; one in five shoppers has left a store without getting what they needed because a retail associate wasn’t available to help, an increase over the past two years.
The survey also identified additional frustrations faced by retailers and associates:
challenges with offering easy options for click-and-collect or returns, despite high shopper demand for them
the struggle to confirm current inventory and pricing
lingering labor shortages and increasing loss incidents, even as shoppers return to stores
“Many retailers are laying the groundwork to build a modern store experience,” Matt Guiste, Global Retail Technology Strategist, Zebra Technologies, said in a release. “They are investing in mobile and intelligent automation technologies to help inform operational decisions and enable associates to do the things that keep shoppers happy.”
The survey was administered online by Azure Knowledge Corporation and included 4,200 adult shoppers (age 18+), decision-makers, and associates, who replied to questions about the topics of shopper experience, device and technology usage, and delivery and fulfillment in store and online.
An eight-year veteran of the Georgia company, Hakala will begin his new role on January 1, when the current CEO, Tero Peltomäki, will retire after a long and noteworthy career, continuing as a member of the board of directors, Cimcorp said.
According to Hakala, automation is an inevitable course in Cimcorp’s core sectors, and the company’s end-to-end capabilities will be crucial for clients’ success. In the past, both the tire and grocery retail industries have automated individual machines and parts of their operations. In recent years, automation has spread throughout the facilities, as companies want to be able to see their entire operation with one look, utilize analytics, optimize processes, and lead with data.
“Cimcorp has always grown by starting small in the new business segments. We’ve created one solution first, and as we’ve gained more knowledge of our clients’ challenges, we have been able to expand,” Hakala said in a release. “In every phase, we aim to bring our experience to the table and even challenge the client’s initial perspective. We are interested in what our client does and how it could be done better and more efficiently.”
Although many shoppers will
return to physical stores this holiday season, online shopping remains a driving force behind peak-season shipping challenges, especially when it comes to the last mile. Consumers still want fast, free shipping if they can get it—without any delays or disruptions to their holiday deliveries.
One disruptor that gets a lot of headlines this time of year is package theft—committed by so-called “porch pirates.” These are thieves who snatch parcels from front stairs, side porches, and driveways in neighborhoods across the country. The problem adds up to billions of dollars in stolen merchandise each year—not to mention headaches for shippers, parcel delivery companies, and, of course, consumers.
Given the scope of the problem, it’s no wonder online shoppers are worried about it—especially during holiday season. In its annual report on package theft trends, released in October, the
security-focused research and product review firm Security.org found that:
17% of Americans had a package stolen in the past three months, with the typical stolen parcel worth about $50. Some 44% said they’d had a package taken at some point in their life.
Package thieves poached more than $8 billion in merchandise over the past year.
18% of adults said they’d had a package stolen that contained a gift for someone else.
Ahead of the holiday season, 88% of adults said they were worried about theft of online purchases, with more than a quarter saying they were “extremely” or “very” concerned.
But it doesn’t have to be that way. There are some low-tech steps consumers can take to help guard against porch piracy along with some high-tech logistics-focused innovations in the pipeline that can protect deliveries in the last mile. First, some common-sense advice on avoiding package theft from the Security.org research:
Install a doorbell camera, which is a relatively low-cost deterrent.
Bring packages inside promptly or arrange to have them delivered to a secure location if no one will be at home.
Consider using click-and-collect options when possible.
If the retailer allows you to specify delivery-time windows, consider doing so to avoid having packages sit outside for extended periods.
These steps may sound basic, but they are by no means a given: Fewer than half of Americans consider the timing of deliveries, less than a third have a doorbell camera, and nearly one-fifth take no precautions to prevent package theft, according to the research.
Tech vendors are stepping up to help. One example is
Arrive AI, which develops smart mailboxes for last-mile delivery and pickup. The company says its Mailbox-as-a-Service (MaaS) platform will revolutionize the last mile by building a network of parcel-storage boxes that can be accessed by people, drones, or robots. In a nutshell: Packages are placed into a weatherproof box via drone, robot, driverless carrier, or traditional delivery method—and no one other than the rightful owner can access it.
Although the platform is still in development, the company already offers solutions for business clients looking to secure high-value deliveries and sensitive shipments. The health-care industry is one example: Arrive AI offers secure drone delivery of medical supplies, prescriptions, lab samples, and the like to hospitals and other health-care facilities. The platform provides real-time tracking, chain-of-custody controls, and theft-prevention features. Arrive is conducting short-term deployments between logistics companies and health-care partners now, according to a company spokesperson.
The MaaS solution has a pretty high cool factor. And the common-sense best practices just seem like solid advice. Maybe combining both is the key to a more secure last mile—during peak shipping season and throughout the year as well.