From Backup to Trusted Partner: Rescuing a Nationwide Retail Rollout

By the Koch Logistics Marketing Team

​How it Started

Koch’s long-time freight forwarding partner had a client that planned a 400-store rollout involving the delivery and installation of in-store displays that was being managed by another logistics firm.  
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As the rollout progressed, the project encountered frequent execution gaps, limited communication, and other service issues. Koch Logistics was initially engaged to address select service gaps, but its role expanded as additional support was needed.

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Koch Logistics’ Role & Execution

What began as limited support quickly expanded into a critical operational role:

• Re-quoted the remaining 163 installations mid-rollout.
• Awarded and successfully completed 109 installations. Of the remaining locations, 48 were cancelled and 6 were placed on indefinite hold.
• Delivered rapid turnaround, often within two to three business days, with some same-day completions.
• Stepped in to stabilize rollout performance where other providers fell short

Koch demonstrated flexibility and scalability, effectively transitioning from secondary support to a key logistics partner.

Key Challenges

Despite strong execution, Koch had to navigate several operational challenges due to inconsistent project communication and coordination from the parties initially involved in this rollout:

• Incomplete project documentation
  • Missing driver instructions.
  • No hotline contact details for carriers, installation crews, or store staff to use in the event of a delivery or install issue.
• Logistics and coordination gaps
  • Difficulty identifying warehouse details and bill-of-lading (BOL) information necessary for Koch to rescue fixtures and coordinate future deliveries.
  • Stores unprepared for installation, in many instances display areas were not prepped ahead of delivery.
• Installation inefficiencies
  • Conflicting display-placement expectations between store personnel and corporate guidance.
  • Missing or misplaced installation components, such as brackets, that resulted in repeat visits.

Solutions & Process Improvements

Koch Logistics addressed issues in real time while improving the project’s execution processes:

• Established direct communication with the warehouses staging and storing the fixtures to retrieve critical shipping information.
• Recommended and implemented a direct-to-agent parts delivery solution, ensuring installers brought required materials onsite, reducing delays and repeat visits.
• Koch project coordinators improved communication and coordination between all parties including our client, warehouse staff, carriers, installation crews, and store staff providing a true one-point of contact for seamless execution.

Results & Impact

Despite entering midstream under challenging conditions, Koch delivered measurable value:

• Fast, dependable installation turnaround.
• An on-time delivery rate above 98%.
• Improved operational stability for a rollout that had experienced repeated setbacks.
• High customer satisfaction, with our client expressing strong confidence and satisfaction in Koch’s capabilities and performance.
• Positioned Koch as a preferred partner for future rollouts. 

Frequently Asked Questions

What areas does the Koch Logistics Retail Services team serve?
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Koch Logistics manages projects across the United States, supported by partners located around the country. Projects can also be supported in Hawaii, Puerto Rico, and Guam.

What distinguishes Koch Logistics from other carriers or logistics providers?

Koch Logistics builds dedicated support teams around each project’s scope, geography, and customer requirements. The objective is to provide responsive communication, consistent support, and a single point of coordination throughout the project.

What types of retail projects does Koch Logistics support?
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The Retail Services team supports fixture rollouts, resets, remodels, new-store openings, and other retail store projects. The team also manages time-sensitive deliveries of critical materials, fixtures, and signage.

Need Help Getting a Retail Project Back on Track?

If you are a retailer, fixture supplier, or installation provider facing challenges with a retail project, the Koch Logistics Retail Services team can help coordinate the transportation, communication, and delivery details needed to move the project forward.
Contact [email protected] or visit the Koch Logistics Retail Services page to learn more.