What is the story: Spoonful of Comfort is an online company that ships perishable, gourmet care parcels across the U.S. Relying exclusively on the speed and reliability of UPS services, the small business has thrived sending TLC to those who need it most.
Why it matters: Marti and Steve Wymer created Spoonful of Comfort in honour of Marti’s late mother with a promise to deliver comfort with as much care as she would send to her own mom. Whether it is homemade soups, tea and biscuits or other feel-good finds, fast, on-time delivery is crucial for a premium customer experience.
An overhaul for growth: Shipping UPS air and two-to-three-day reliable ground proved to be a game-changer for Spoonful of Comfort, especially during the pandemic when orders came pouring in. Working in partnership with the UPS team, Marti and Steve re-invented their operation to develop a rolling inventory system – meaning they were able to stage inventory to be pulled quickly as UPS trucks arrived for collections throughout the day.
Not only did the new process help them accommodate their massive growth, it also preserved the level of care and attention to detail they put into each order.
In his words: “We consider speed-in-transit to be the future,” said Steve. “If you are not looking for ways to be innovative, move things forward faster and enhance the customer experience, you might be in the back seat in the future.”