IL MAKIAGE embraces designed approach to delighting customers with delivery and returns

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Unique Challenge

IL MAKIAGE is known for using data to design beauty products that are the ‘right match’ for their customers and wanted a logistics partner that would do the same for them.
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Our Designed Solution

Pitney Bowes uses its BOXlab app to model and implement new linehaul routes to speed delivery for regions with high customer density and returns transportation services.
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Why Designed Works

Consultative, data-driven approach improved several processes, including removing up to three days from customer delivery time while preserving cost and providing transparent billing for IL MAKIAGE.

IL MAKIAGE is a prestige direct-to-consumer beauty brand which leverages data science, machine learning and computer vision capabilities to deliver state-of-the-art online experiences for consumers.

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More About the Challenge

After struggling with opaque pricing and surprise fees from other carriers, IL MAKIAGE started looking for a delivery and returns provider who could provide consistent, transparent billing coupled with great service. What they got was a trusted ecommerce logistics partner that knew how to use data to model solutions that deliver a great customer experience.

“We consider Pitney Bowes a partner, not a vendor. Their team has taken the time to understand our workflows and collaborate with us to build innovative and data-driven delivery and returns solutions for our customers.” 
— Sam Cecil, SVP, CX and Operations, IL MAKIAGE

Our Designed Approach

Pitney Bowes collaborated with multiple stakeholders from IL MAKIAGE—including logistics, customer service, and accounts payable teams—to learn their workflows and requirements before designing a best-fit solution. Pitney Bowes leveraged its decades of logistics experience, the proprietary BOXlab™ app, and data shared by IL MAKIAGE to model and implement delivery and returns services with more direct loads than its previous solution, achieving faster delivery times while maintaining transparent pricing and easy-to-understand billing. 

Our Designed Approach

After the initial launch of the Designed Delivery services, the Pitney Bowes team’s dedication to continuous improvement uncovered several opportunities to create new data-driven solutions and optimize existing delivery and returns processes. Collaborative accomplishments include:

  • Creating direct injection lanes to the Midwest and Southeast, two critical regions for IL MAKIAGE, speeding up delivery and returns by up to three days for approximately one-third of all order volume, improving the customers’ experience while balancing cost and speed
  • Optimizing bicoastal distribution by working with the 3PL partner to enhance outbound fulfillment
  • Leveraging BOXlab to model a future state analysis to accommodate network growth incorporating more distribution points and locations.
  • Lowered costs on all non-continental, APO/FPO and military shipments 
  • Proactively design a hybrid returns solution that uses multiple transportation speeds to deliver cost savings while matching or exceeding previous SLAs.
“Pitney Bowes goes the extra mile to be a great partner and deliver the best experience for our customers. Their professionalism, attention to detail, and commitment to client service create an all-around better logistics experience.”
— Sam Cecil, SVP, CX and Operations, IL MAKIAGE

Why Designed Works

The Pitney Bowes team’s consultative, data-driven approach allowed flexibility for faster expedited service when needed and removed up to three days from delivery time while preserving cost for IL MAKIAGE. 

The close partnership and commitment to constant improvement creates opportunities for future growth and innovation, including expanding IL MAKIAGE’s reach to other parts of the world.

Why Designed Works

Learn more

Find out if your company is a candidate for Pitney Bowes Designed Delivery, Designed Returns, or other ecommerce logistics services.