Bambams

BamBams.com: Shipping Solutions Score Big with Customers

In the sports promotion industry, missing shipping deadlines won't have people cheering in the stands - literally. BamBams.com, a wholesaler of customizable promotional items such as its signature "BamBams" noisemakers, car flags and stadium seats, understands that customers are No. 1. This Virginia-based company prides itself on good customer service. That means getting products to their destinations on time, every time because no one likes unhappy fans.

A Win-Win for BamBams

Several of BamBams.com clients include distributors for Major League teams and fundraising groups who often need promotional products quickly for games and other special events.

"We deal with an industry that's event-driven. With items for Major League teams and special giveaways, it's really important to get things in on time," says BamBams.com owner, Dan Taylor. "And that's why we partnered with UPS - because we know they can deliver."

Before, it was a 10-day or more process to ship products from the company's manufacturer in China's Xiamen province, then to its distribution center, and finally to customers. Now, with UPS's direct China flights, transit time is reduced by two to- four days and products go directly to customers. With a 10:30 a.m. Friday pickup time in China, products can arrive in the hands of U.S. customers by Saturday morning.

BamBams.com's improved transit time proved to be a slam-dunk during the NBA playoffs when a distributor needed 20,000 customized units of its BamBams product in five days for an Indiana Pacers game. The order for the specifications came in on a Monday and was sent via e-mail to the manufacturer for production. The finished BamBams shipped out from China on Thursday for direct delivery to the client on Friday morning - in plenty of time for cheering fans at Saturday's Pacers game.

"Just-in-time manufacturing has allowed us to become unique in the business," adds Taylor. "We're a virtual warehouse and we can beat the competition's production time."

With distribution in North America and across Europe, BamBams.com also needed a reliable way to ship its products manufactured in China. Before, freight forwarding companies handled its logistics operation. Products traveled from China to its Chicago distribution center via air lift whenever it could get space in the bellies of commercial aircraft. Once on the ground, trucks then carried orders to Chicago for processing and shipment to their final destinations.

Not only were shipping times inconsistent with the previous method, but BamBams.com also had no way of knowing where its products were at any given time. The company had to give its customers a "best guess" when products might arrive. And, the danger of losing business always was worrisome.

Big League Advantages

Without vital shipment visibility, BamBams.com was facing a customer service hurdle - it needed tracking to assure anxious customers their orders were on time and on the way.

UPS Quantum ViewSM Manage, a Web-based suite of tools, allows BamBams.com to monitor real-time tracking of shipments from beginning to end. Now the company is able to provide customers with proactive e-mail notification when a package is shipped, when it arrives, or if it's delayed.

"UPS also gave us advice on the customs process to make things smoother," says Taylor. "We now can see exceptions early and intervene to take care of any hold-ups and alert customers."

Visibility of goods allows BamBams.com to improve efficiency, better manage costs and inventory, and enhance customer service. The company even has experienced more business because repeat customers know they can rely on timely orders.

No one understands this value more than company CFO Damien Siggia, who has a sharp eye on the BamBams.com bottom line. Being able to view invoices and shipment alerts online is essential for a smooth order-to-cash cycle.

For company's high-volume shipping needs, UPS WorldShip® software allows BamBams.com to generate approved UPS shipping labels, save and populate frequently used addresses, calculate shipping rates and complete international customs forms.

With part of BamBams.com's team in China, it also was important to have strong UPS partners in-country to make sure goods flowed without penalty. UPS was able to train BamBams.com's manufacturer on the WorldShip system, optimizing and accelerating its shipping. And, on the final leg of delivery, the company can receive and print proof-of-delivery information, including time of delivery and the name, address and signature of recipient for faster invoice processing.

Staying in the Game

For the company's less time-sensitive promotional products such as shopping bags and customizable rubber wristbands, UPS also helps streamline shipping through UPS Trade DirectSM Ocean. With this service, the company's U.S. bound packages are individually labeled by UPS in China, which are then consolidated into one ocean freight shipment. The shipment passes through customs as one unit, and then UPS separates them into individual packages for final delivery, eliminating costly warehousing in the states.

The advantages: only one brokerage fee, detailed package tracking every step of the way and one simple shipping bill in U.S. dollars.

With a streamlined and smart shipping game plan in place, BamBams.com is able to focus on its core products and still have enough time to think about ways it can expand into new international markets. With revenue of more than $5 million, BamBams.com surprisingly is a "small shop" with under 10 employees.

And that's the beauty of having UPS as company quarterback; small companies can act large and successfully compete with the big guys - indeed leveling the playing field of business.