Case Study
Investigation time: hours to 5 minutes.
Highline Commerce | 3PL | Multi-brand
Case Study
Highline Commerce
Investigation time: hours to 5 minutes.
Investigation time reduction
Digital SOPs deployed
Client growth
85 brands. 85 sets of rules. No way to prove any of them were followed.
Highline Commerce is a multi-brand 3PL. Every client has different packaging requirements: branded tissue, specific inserts, particular box types, custom tape. Some clients have five rules. Some have thirty. Multiply that across 85+ brands and the complexity is staggering.
When a client called with a complaint, Highline had no fast way to verify what happened. Investigating a single disputed order could take hours of pulling records, asking operators, and piecing together what might have gone wrong. Most of the time, the packing was correct, but there was no evidence to prove it.
The cost was not just the time spent investigating. It was the trust that eroded with every "we'll look into it" response. For a 3PL that grows through client referrals, trust is the product.
Every order's record, searchable in seconds. Every SOP, built into the workflow.
After deploying Rabot, Highline Commerce gained two things that changed how they operate:
Instant order lookup.
When a client calls about a disputed order, Highline searches the order number and pulls up the visual record in seconds. No more hours of investigation. No more guessing. The evidence either confirms the packing was correct or identifies exactly what went wrong, and who needs coaching.
Digital work instructions for every brand.
Highline digitized 85+ brand-specific SOPs into step-by-step work instructions that appear at the station. When a packer picks up a Highline client's order, they see that brand's exact packaging rules: inserts, tissue, tape, box type, right in front of them. New packers follow the same process as veterans. Any operator can handle any client's orders.
The combination meant Highline could prove compliance and ensure it at the same time. Clients stopped calling to question quality. They started calling to send more volume.
The numbers.
Investigation time
Hours to 5 minutes
Digital SOPs deployed
One per brand client
Client growth
Customer-attributed new business
Investigation time reduction (95%) measured as the time from client complaint to resolution. The hours-to-5-minutes improvement has been replicated consistently across multiple customer accounts.
85+ digital SOPs represent brand-specific packaging work instructions built and deployed through Rabot Pulse.
Referral-driven growth is qualitative and customer-attributed, Highline Commerce reports that operational transparency has been a direct driver of new client acquisition.
"With Rabot, we're able to monitor every order being packed and enable us to easily swap packers to handle any client order with the help of Rabot's digital work instructions."
Richard Hurley
CEO, Highline Commerce
Proof. Performance.
Proof
Every order has a visual record. Client disputes resolve in minutes, not hours. Trust is built on evidence, not promises.
Performance
85+ digital SOPs ensure every brand's requirements are followed, regardless of which operator is packing. New hires follow the same process as experienced team members from day one.
See more results.
DaVinci Micro Fulfillment
30% processing time reduction across 6 locations.
30% time cut
Multi-location | 6 warehouses
Manifest.eco
90% of dispute liability eliminated in 15 days.
90% liability eliminated
3PL | Growing operation
Fetch Fulfillment
Order evidence in seconds, without the investigation loop.
Video proof
Case study video