March 28, 2020
Wacoal Application Story – eCommerce Labeling Solution

Wacoal Application Story – eCommerce Labeling Solution

My name is Cathryn Hondros and I am the Vice
President of Systems at Wacoal America. Wacoal America is a premier manufacturer of women
intimate apparel and our claim to fame is fit and comfort for women. We have offices
at Headquarters in Lynhurst, New Jersey we have showrooms and sales offices in New York
City in the apparel district and also manufacturing plants in the Dominican Republic as well as
another sales office in London. Approximate employees on our payroll are around 300 and
we ship about 3500 cartons a day. I am Karen Mertz, I am Director of ecommerce
for Wacoal America and I came on board early this year with the initiative of launching
our first direct to consumer website Our web site is set up to both sell direct
to consumer and educate women. Wacoal decided to launch a web site basically
because for a number of reasons. Number one is when we work with department stores, a
department store may or may not carry our whole line so a lady who goes in to purchase
our product has a limited choice of what is available to her. The second thing is that
we have our own story about our claim to fame being fit and comfort and how our bras satisfy
that and satisfy our customer and that may or may not come across our whole story complete
or as complete as we would like in department stores. Plus there are always the opportunity
that when you are selling direct as opposed to through someone else, you have an opportunity
to improve your margins. So those were the drivers of why we wanted to go ahead and develop
a website and go direct to consumer. And then we started thinking about what
do we want the consumer experience to be? So, we knew we had to provide the consumer
packing lists. We knew we had to provide labels for the consumer, we knew we had to provide
a lot of different things but we also did not want it to be just a mess of papers in the
box that was very confusing to her. So we came up with the concept of wanting to put
all of these documents onto a single sheet so that when the customer opened the box,
she would have all of her paperwork in one, nice, clean, organized fashion. Once we
knew we wanted to do that, we were looking for something that could print a single sheet,
we wanted something that we could have labels that we could peel off of that we could use,
we wanted something that was not going to rub off and put colors on our light colored
garments, so all of that led us to a SATO solution. Ismael Vicens, our Director of Distribution, was at a trade show and he saw this printer
and said, this is something we should investigate. So, we began working
with SATO at that point. We designed the form that we wanted to do, we figured out how many
printers we needed to use to get started, what the configuration was we integrated them
into our IBM I-Series system and basically set up the process to print this beautiful,
clean sheet on a SATO printer. My name is Ismael Vicens. I am the Director
of Distribution for Wacoal America. We run what is called a Picking wave for all
of the Wacoal direct orders that have come in over night and when we run the wave, it
creates/generates a pick ticket for ever single order. This is what a pick ticket looks like
and it has a carton identification which is a UCC128 label.
It got the items, the information at the top who it is going to and then it
got the items that are in that package listed in picking order, so that when it goes to the
pick/pack operator, she will be able to pick each item with her scan gun. What they do
is they take their RF gun, they scan the UCC128 barcode which is the carton identification,
they go to each item and they scan the item to make sure they are picking the correct
item. When they have scanned the last item, they are done picking with that particular
pick ticket. This is, later on, it is going to be used
when they go to pack the garments, they will put it on the inside lip of the carton and
when they put it on the inside lid of the carton, they will then be used to scan that
UCC128 when they put it on the weigh scale in order to generate the packing slip and
the return label. Once they are all picked up they go to
a special area where we have our new SATO M10e printers and we line the carton with
tissue paper, we place the garments in it and then, as we are filling up the tissue
paper, we scan that original pick ticket and that immediately prints out the packing list
for the customer, it prints out the shipping label, it provides the customer with a customized
return label and we put that information, into the box after taking off the shipping
label and affixing to the outside. Once we have done that then that carton
will go on our regular UPS or USPS manifest, whatever the customer selected for shipping
and we ship it out through our normal shipping processes.
When we weigh the carton, this prints out of the SATO printer. We call this the collate
sheet, because it includes, one, a packing slip at the top which shows
in detail for the customer what we are shipping to them. It has a return label for USPS return.
When we pay the return for any returned orders through the United States Postal Service and
their merchandize return service, it has a shipping label depending on how the customer
has selected to ship the order, we have a shipping label that is either USPS Ground,
or UPS Ground, or Next Day Air, Second Day Air but this is used after we pack the carton
to put it on the outside of the carton in order to ship with.
We have here an extra label right now we are just printing our Wacoal logo on it but in
the future it can be used to print gift coupons or some other advertisement, so it is there
pending for whenever we need it. On the reverse, what we have our return
instructions where if the customer has to return something to us, it asks for the reason
for their return giving them some suggestions here, the quantity they are returning and
the item they are returning and we use this in our returns handling process so everything
is together in one simple sheet when we pack this product and we are ready to close this
box, we remove this packet, this shipping label, the rest of the sheet is folded and
placed in the carton and it goes out to the customer, and then when the customer receives
it, they know exactly what they have and they have instructions in case they need to return
it. We ask that they return it in the same carton but even if they do not, they have
a label to put on whatever form they decide to return it to us.
SATO supplies us with the form and the printer and SATO installed and made sure that it was
working. They came over when we first started working with it. Printers obviously were new
to us. First time we had dealt with this printer but from day one they came in, they showed
us how to use it, how to load it, fine tuned it to work with us and everything keeps clicking
away. The solution that we have integrated, I
think is a great solution. Today, of course, our web site has just started up but we see
it already growing and I think the way we have designed our solution with the integration
starting with the front-end system up until we print that final packing slip with our
SATO printer. We have set up a solution that is going to scale very nicely. I know that
with the printers that we have in place, we can handle many, many times the capacity of
what we are doing today and if we grow beyond what the printers that we have on hand can
do, I know I can add more printers to that fleet of printers and just continue to grow
our capacity to sell on the internet.

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