Learn how luxury aromachology brand Aroma360 uses ShipBob’s fulfilment network to save time and money, optimise multichannel fulfilment, and customise orders at scale.
Customer Profile
Aroma360 is the leading scent marketing and aromachology brand that creates luxury fragrances for homes and businesses. Crafted with uncompromisingly high-quality oils that are healthy and safe for all (including pets and children), Aroma360’s 90+ signature scents create aromatic sanctuaries that promote wellness and evoke each space’s desired ambiance and image. Their clients span over 22 countries, and include notable luxury brands such as Lexus®, Ritz Carlton®, Four Seasons®, Ferrari®, and more.
Key metrics
- $6/order on average saved on international shipments with ShipBob
- 140,000 monthly orders shipped
- 3 ShipBob warehouses used in 2 countries
- 20,000 orders received in 1 day after a QVC TV feature, fulfilled by ShipBob
- 88% reduction in international shipping speed (from 25 days to 3 days)
- 22 brick-and-mortar retail stores and counting
About Aroma360
When Benzion Aboud’s girlfriend asked him if she could use a corner of his 20,000 sq-ft. warehouse space to start a business, he had no idea that it would become one of the world’s leading luxury fragrance brands.
It started with just 3 salespeople cold-calling doctors’ offices and spas, pitching the owners on the business’s unique fragrances and scenting machines. Four years later, when Benzion’s original company was acquired, he decided to go all in on the fledgling scent brand—moving to Miami, establishing a retail store, and opening a small ecommerce shop.
It grew steadily from there—but when the COVID-19 pandemic drove everyone inside and to invest in their living spaces, Aroma360’s growth took off like a shot. They built a second website (Hotel Collection), expanded even farther into B2B channels, and partnered with some of the most widely known and respected luxury brands to create signature scents that their customers can’t get enough of.
Since then, Aroma360 has scaled into a multi-million-dollar brand and shipped millions of orders to businesses and consumers alike. We sat down with Rachel Tannenholz, President, and Melissa Mosheim, Director of Logistics at Aroma360, to discuss how outsourcing fulfilment to ShipBob has enabled them to save money, cut shipping times, and achieve customisation at scale seamlessly.
Tapping into ShipBob’s WMS and fulfilment centres to scale
As told to ShipBob by Rachel Tannenholz, President, and Melissa Mosheim, Director of Logistics at Aroma360.
Prior to partnering with ShipBob, our business was much smaller than it is now, so it made sense to fulfil and ship all our orders out of our warehouse in Miami. But as our growth kicked into hyper speed, we got to a point where we just didn’t have any more storage or fulfilment capacity.
We had to make a decision: was opening another facility in Miami, staffing it, and doing everything ourselves worth it? It really wasn’t, so we started looking for an expert partner that could work in tandem with our existing warehouse and help us expand by taking the bulk of logistics off our plate.
“Our business’s core strength is marketing; we’re not experts in logistics, so we knew that would never be our internal competitive advantage. So why not outsource logistics to the best people in the industry, who know what they’re doing, and focus our energy on what we’re great at? By partnering with ShipBob, we’re doing just that – and it gives us the time and resources we need to grow our brand and revenue.”
Rachel Tannenholz, President of Aroma360
ShipBob’s hybrid fulfilment solution – which allows us to simultaneously outsource fulfilment to three of ShipBob’s fulfilment centres and use ShipBob’s warehouse management system (WMS) to power operations in our Miami warehouse – turned out to be just what we needed. It gave us the inventory storage and operational capacity we needed to keep up with our growing order volume, and since all of ShipBob’s warehouses run on the same WMS we’re using in our facility, we still achieved the unified fulfilment experience we required.
Integrating ShipBob’s WMS into our Miami warehouse has really helped our in-house business on so many levels. It did wonders for our inventory accuracy – having a system that would decrement inventory in real-time based on shipments gave us a lot more insight into our inventory movement and made our inventory counts in different fulfilment stages much more reliable.
Before ShipBob, we used to do a lot of that tracking and updating manually and it was a lot more work for our team as well, so automating everything through ShipBob’s WMS has been very helpful. Also, with the amount of sales volume that we drive, we have to nail our inventory tracking across the entire supply chain.
Saving $6/order and cutting transit times by 88% from distributing inventory across ShipBob’s network
Shipping used to be very expensive for us, but it’s obviously a huge part of the customer experience and not just converting the first sale, but repeat purchases too. No shopper wants to pay a ton of money in shipping, and since our main focus is always on putting the customer first and making sure they have a fantastic buying experience, we needed a fulfilment partner that aligned with our brand and could deliver cost-savings while keeping shipping fast.
With ShipBob’s Inventory Placement Program (IPP), we’ve saved so much money by distributing inventory strategically across ShipBob’s network instead of only shipping from our US warehouse. We’ll talk about IPP again, but right now we’re currently leveraging three of ShipBob’s fulfilment centres, including two in different regions of the US from our warehouse and one in the UK.
Shipping to UK customers from a facility within the UK saves us $6 per shipment on average, which is huge! England is a big market for us, so those per-order cost-savings really add up, and our international customers are getting a much faster and less expensive delivery thanks to ShipBob’s global presence.
“Distributing inventory across the world with ShipBob also drastically cut our transit times. When we were only shipping from our Miami, FL warehouse, it would take us 25 days to deliver an order to a customer in the EU, while using ShipBob’s UK fulfilment centre, it takes only 3 days. That’s an 88% reduction in shipping time for those international customers!”
Rachel Tannenholz, President of Aroma360
Back to ShipBob’s Inventory Placement Program, it’s allowed us to much more easily and intelligently allocate and distribute our inventory across our ShipBob fulfilment centres without having to spend more time or hire more people. Between these additional facilities and our Miami warehouse, we can ship to basically any customer in the US and get their order to them quickly and inexpensively. We continue to see our average transit time decrease, and it will only get lower over time.
Sailing through B2B demand spikes using ShipBob’s EDI-automated retail dropshipping solution
We partner with some big retailers, including Costco, Walmart, and QVC. ShipBob’s EDI-automated retail dropshipping solution has been great to fulfil that demand. It’s been so helpful to have one fulfilment partner that can not only integrate and dropship for all our different retail partnerships, but support crazy order volumes for those channels.
ShipBob handling dropshipping for us definitely saves us time. We don’t have the bandwidth to be manually entering that volume of orders, or even to just make sure everything is flowing correctly, so the fact that ShipBob automates order processing and fulfilment for those orders is huge.
With ShipBob, everything between our platform and our retailers’ is connected, and if our partners see a hiccup on their end, it’s always really easy to problem-solve and troubleshoot. It’s a very efficient system overall.
“We recently did a TV promotional drop for QVC in December, and we received 20,000 orders in a single day. When we do that kind of volume in such a short amount of time, I don’t even know how we would possibly staff up to process those orders all by ourselves. It would take months and months of planning, but with ShipBob, it got done so quickly — it only took 2 days to get all the orders shipped — and that was during peak season, too. It was seamless.
ShipBob worked with us incredibly well and handled the end-to-end process to make sure everything worked out. Just having those capabilities and being able to handle demand spikes like that—especially for retail dropshipping orders—has been phenomenal.”
Rachel Tannenholz, President of Aroma360
Customising orders with a team that knows our products & business
We really focus on the unboxing and post-purchase experience, so ShipBob’s robust customisation capabilities make it so easy for us to add special touches like marketing inserts to an order.
We were just recently running a bunch of different inserts and were able to handle the majority of that on our end via ShipBob’s tagging rules. All I have to do is go into ShipBob’s Rules Engine, and create a rule that says, “If an order has this tag, add an insert.” I’ve never seen that before where our fulfilment partner can operate similar to how we run marketing email campaigns with tags and rules.
We also use ShipBob’s Rule Engine to implement custom packaging elements, like custom dividers and bubble wrap. I’ll create a rule on my end where every time a certain candle comes on an order, ShipBob knows to put the ordered items in a specific bag. It’s all quick and easy, and we can aways change rules on the fly as our business changes.
“Our business is complicated – we have a wide variety of products, and we do a lot of customisation – but ShipBob’s team has done an amazing job at learning our business, and the technology that drives ShipBob’s packing process ensures that every order gets fulfilled to our particular specifications.”
Melissa Mosheim, Director of Aroma360
When we go onsite to one of ShipBob’s fulfilment centres, the packers know our products so well, because ShipBob’s step-by-step packing flow shows them just what to do. That way, they know exactly which dividers go with which candles, which size box each combination of products goes in, and how to package it correctly. It even includes GIFs that show packers precisely how to do it! It’s a spectacular level of service that only comes from combining automative technology with people that really understand our business.
Having ShipBob fulfil subscription orders for consistent, seamless service
We currently ship around an average of 140K orders a month between our sales channels, but a lot of that includes our subscription orders through Recharge. Our customers are extremely loyal, so our subscription volume consistently grows every month—and we rely on ShipBob to fulfil all of them.
Outsourcing subscription volume to ShipBob allowed our Miami warehousing team to focus on more VIP clientele, and ShipBob has never missed a beat. Their close partnership with Recharge and focus on operations has helped ShipBob maintain a 99% SLA accuracy consistently. We’ve never had to worry about accuracy with ShipBob.
Achieving round-the-clock support from ShipBob’s all-star team
The level of support we’ve received from ShipBob’s account management team has honestly been amazing. For the past two years, we’ve had an all-star team; they go above and beyond for us.
We never stop running our business, and I know I can call our MSM and they’ll answer, looping in the tech team to troubleshoot anything. They’ve been incredible, and they truly understand our business and our needs.
What’s next for Aroma360
We’re focusing on two main growth initiatives in the near future: expanding our retail presence and expanding internationally.
Our retail locations have been super successful—in our industry, people really like to smell a scent before they buy it, so being able to offer that opportunity in person is a huge conversion lever for us. The brand awareness is also amazing; every time we open a location in a certain area, it actually drives a lot more sales to our website. We have about 22 stores right now, and we only plan on growing from there.
We’re also continuing to grow globally and launch our business in new markets. We’ve found niches in Dubai and London, and Canada is a huge market for us, so there’s a lot of opportunity for expansion in those countries and beyond.
And, as always, we’re continuously expanding our product line. Our customers are extremely loyal, and when they find a scent they like, they’ll want it in every form (perfume, candles, room sprays, etc.). So, we’re always innovating to keep up with our consumers and bring them new, exciting fragrances to explore—and always using the most high-quality oils in the process. We will never compromise on quality; our customers deserve the best, and we’re thrilled to deliver it.
Aroma360’s team at ShipBob
Makenna Bell
Makenna is the Merchant Success Manager at ShipBob who supports Aroma360.
Dhruv Saxena
Dhruv is the Co-Founder and CEO of ShipBob, and serves as the Executive Sponsor for Aroma360.
Get started with ShipBob
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