Roundup: Catalog Fulfillment and Operations

All the cataloger knew was that products weren’t being delivered, and customers were unhappy. The cataloger brought in a security consulting firm, which asked to see the number of claims for undelivered products.

“Based on their sales rates, the claims number was unusually high,” recounts Barry Brandman, president of Danbee Investigations, the security firm hired by the catalog company. “We saw a gradual pattern in the claims; they were increasing every year. Eventually, they reached $1 million annually. We realized that this cataloger had a diversion ring operating in its DC.”