![]() Since our launch in late 2009, we have raised over $125MM and built a transformative business model, proprietary technology all coded in-house, a unique reverse-logistics operation and one of the most beloved brands on earth. We also believe that fashion is an industry that should be democratized by giving everyone access to the real thing and the associated feelings of self-confidence that comes with. and soon every woman in the world, should have a subscription to fashion that is powered by a mobile-first experience, aided by top-notch customer service and serviced by omni-channel capabilities. With proper scalability testing and capacity planning, the brand could have ensured that the right infrastructure was in place to sustain the expansion.Described by Forbes as “Tech’s Next Billion Dollar Star” Rent the Runway is set to disrupt the $1.7T Global Fashion Industry by ensuring that rental is a habitual, convenient, daily part of getting dressed. When it came time to merge these systems, scalability issues occurred. Like many companies in the midst of rapid growth, Rent the Runway relied on an external cloud-based WMS platform, along with proprietary internal software applications. In this case, Rent the Runway’s order fulfillment process was so intricate and specialized that it required advanced WMS capabilities. While new growth is exciting, it brings with it a new set of challenges. Chiefly, business leaders must gauge how many operating systems will be required to support the business model as it expands. With these new initiatives on the horizon, the brand’s market valuation reached $1 billion in 2019, fueled by expectations of a customer base projected to reach more than nine million subscribers. What began as a service for special-occasion clothing rental was soon to encompass a much wider array of options that included business attire, children’s clothing, and even home decor. The new WMS software was an integral part of Rent the Runway’s effort to grow and scale its business. In all, the disruption lasted 11 days, during which time, the brand’s Chief Supply Chain Officer stepped down. They also temporarily stopped taking new orders and canceled event orders. To save face, Rent the Runway offered full refunds to anyone affected by the disruption, as well as an additional $200 in compensation. Angry and frustrated, they took to social media to air their grievances, claiming they could not get any support from customer service. The mishap also affected about 6% of customers who accessed the platform for individual orders. It was traced back to a New Jersey warehouse that had recently installed the new software. At that time, around 14% of subscribers began experiencing order issues. ![]() ![]() The first actual issue occurred on September 13. The integration wreaked havoc on order fulfillment, negatively impacting the number of orders that Rent the Runway could ship each day. ![]() Communications with third-party outbound automation providers temporarily halted as integration issues became apparent. Soon after its debut, the software began to show problems. The software was designed to provide a new inventory tracking system that would make items available to shoppers faster than ever before. Heralded as one of the most important actions in the company’s history, the move centered on a major software implementation. In early September 2019, Rent the Runway completed its digital transformation. ![]()
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