Case Study: Briscoes reduces voids and speeds fulfilment with eStar Order Management and Fulfilment

Solving store fulfilment with eStar

Briscoes, a leading New Zealand homewares and sports retailer, approached eStar when its eCommerce growth outpaced its store fulfilment process. With around 10% of orders being voided and fulfilment delays causing customer dissatisfaction, Briscoes needed a scalable way to reduce voids, speed up dispatch, cut freight costs, and better manage fulfilment across its store network.

eStar partnered with Briscoes to implement a new Order Management and Fulfilment (OMF) solution built around a pull-based, just-in-time model. Instead of pushing orders to stores immediately, the system used a global order pool and real-time store readiness to allocate the best orders based on stock, velocity, proximity, and capability. The results were dramatic: voids fell from 10% to 0.5%, average order placement to dispatch dropped to under 2 days, freight costs were reduced, manual repointing was eliminated, and online sales grew to 16% of total sales by March 2020, representing more than $4M in sales protected from voiding.

Briscoes

Dave Hughes

General Manager eCommerce