Case Study: Highline Commerce + Getcho: Same Day Delivery in New York & Atlanta

The Results

Getcho has solved not only the reliability, but also the visibility into costs, and most importantly a trusted customer experience. They have regularly gone above and beyond to make it easy for our team, quickly incorporated our feedback, and become a critical part of our day-to-day operations: serving some of our biggest customers like Coca-Cola and Delta.

- Richard Hurley - Cofounder and CEO at Highline Commerce

• Trusted by major brands including Coca-Cola and Delta
• 92 minutes average delivery time
• Seamless integration with existing Packiyo WMS workflows

The Challenge

Highline Commerce is a leading 3rd-party logistics (3PL) company strategically positioned in Brooklyn and Atlanta to provide same-day and next-day delivery to customers. While many 3PLs target cheap leases in rural areas, Highline Commerce places their fulfillment centers close to dense cities to minimize shipping time and costs.

The brands they served were eager to offer their customers immediate courier delivery from the warehouse. But given the many moving parts of a 3PL, arranging seamless, fast courier service from a fulfillment center was disruptive and chaotic.

Over the past five years, using a variety of single same-day carriers, they would regularly see:

• Orders costing more than expected
• Deliveries not arriving on time
• Overall poor customer experience

High-end brands are particularly keen to offer immediate delivery because it enables them to target VIP customers who make more frequent purchases and are willing to pay more for immediate service.

The Previous Process

Before Getcho, brands attempted to cobble together courier delivery service:

1. Generic shipping options - Brands would add a new generic shipping option to checkout and hope only nearby customers would use it
2. Manual coordination - As orders arrived, they would email their Highline Commerce contact requesting faster processing
3. Disjointed pickup - Brand managers would monitor fulfillment status and try to arrange pickup using a courier. Because couriers were not integrated with Highline’s system, they were often hesitant to pick up or unable to find the correct package
4. Lost packages - Because couriers had no way to provide proof of delivery photos, no support line, packages were lost
5. Poor customer experience - Even successful deliveries lacked shipping progress notifications or branded tracking, leading to a sub-par brand experience

The Solution

Getcho partnered with Highline Commerce to help brands offer same-day delivery directly from their Shopify sites by simply installing the Getcho app.

Getcho built an integration with Highline’s warehouse-management-software (WMS), Packiyo. Now, the process is smooth.

With Getcho:

• Smart targeting: Only customers within 80 miles of a Highline Commerce fulfillment center - a group of nearly 20 million customers - can see the “same-day delivery” option at checkout

• Automatic prioritization: When customers make a purchase, Getcho automatically expedites package processing by setting a higher priority score

• Seamless notifications: Highline uses Getcho’s Slack app which notifies stakeholders including Highline’s packers, account managers, and brand managers

• Integrated fulfillment: Packers use the same exact fulfillment process for courier deliveries as standard deliveries; Getcho’s Packiyo integration prints a same-day delivery label that can be scanned by a courier, the same way a UPS driver would scan a shipping label

• Real-time tracking: When Highline’s packers print the label, Getcho provides the customer with a custom-branded tracking page that reflects the courier’s location and a to-the-minute ETA

• AI-powered coordination: Getcho’s software suite fully coordinates with the courier via AI agents, ensuring every order is delivered