5+ hours time saving for supplement brand Superlativa thanks to operational efficiency with Hive

Superlativa is a Spanish brand of herbal supplements designed to deal with stress-related conditions. Superlativa’s mission is for everyone to feel their best.

While the brand was experiencing success in the Spanish market, they were dealing with operational difficulties from their fulfillment partner. Organizational inefficiencies, inadequate returns handling, and not getting enough data was frustrating the team. That’s when they turned to Hive, a tech-enabled fulfiller ready to take on these issues.

“Hive’s software is a step ahead of other competitors in the market. It has been a game changer for our brand”, explains Teresa Pueyo, Founder of Superlativa. 

“The efficiency we have experienced with Hive makes them the ideal fulfillment partner for us” – Teresa.

Fulfillment in under 1 day leads to happy customers for Superlativa 

“We’ve seen a notable improvement in our click-to-door speed across all of Spain”, says Marc Agustí, Chief Operating Officer (COO) at Superlativa. “Internal processes are faster with Hive meaning our customers get their orders faster.”

Marc has been impressed with the average 0.7 days fulfillment speed from the Hive team, leading to his customers receiving their orders in an average of 2.6 days after clicking “buy now”. All this leads to further customer satisfaction, boosting Superlativa’s repeat purchase rate.

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5 hours per week saved on problem solving

With their previous fulfiller, Marc and his team were spending hours every week problem solving. With Hive however, the team can save time due to the high fulfillment accuracy enabled by top-notch technology. 

“We get fewer customer support tickets thanks to Hive’s operational efficiency”, says Marc. 

“With the amount of data we have access to, we can track where issues came from and resolve them quicker than ever. We can use our time more efficiently now and put more focus on growing the business.”

Superlativa personalizes the packaging process

One fulfillment feature Marc and the team have particularly enjoyed using is the packaging add-on rules. Add-on rules are a series of packaging automations in the Hive App which allow you to add extras such as flyers to either all of your orders, or to those with a distinct variable such as a certain SKU, country of origin, basket amount, and more.

Superlativa uses this feature to add a certain sticker to each box depending on the product inside. This helps them personalize the customer experience without using up any additional resources.

“Being able to automate our packaging makes personalizing the customer journey an easy process”, says Marc. “We can give our customers a personal experience in just a few clicks.”

Integrations with Klaviyo and Gorgias boosts customer experience

As a tech-savvy e-commerce brand, Superlativa uses a variety of tools to support them with customer communication and support. 

Thanks to Hive’s direct integrations with Klaviyo and Gorgias, the Superlativa team can save time toggling between tools and access all of their data in one place.

With Klaviyo, an email communication tool, the team has been able to automate email communication with their customers from the Hive App. They can switch on toggles to automate an email send-out when the package has been shipped for example. This keeps customers informed without using up any additional resources in the team.

Marc and his team have also benefited from the integration with Gorgias, a customer support tool. The customer support team can now see all of their Hive order data in Gorgias and put orders on hold when there is an issue.

“Being able to put orders on hold with Gorgias and Hive has been great news for our brand” – Marc.

Going into further success in the year ahead

So what’s next for the Hive and Superlativa partnership? In the coming months the teams will be focusing more and more on B2B, improving the process and making sure Superlativa can continue their impressive growth trajectory.