How GPA Logistics Standardized Retailer Compliance Across 4 Facilities and Significantly Reduced Chargebacks

GPA Logistics operates multiple 3PL facilities handling B2B fulfillment for dozens of retailers, each with distinct routing guides, labeling standards, and compliance requirements.

As retailer complexity increased, maintaining consistent execution across facilities became operationally demanding.

Prior to RetailerHub, routing guides were stored in Google Drive and interpreted manually by Customer Service Representatives (CSRs).

CSRs were responsible for:

• Reading retailer compliance manuals
• Extracting operational requirements
• Communicating instructions to the warehouse floor

While experienced team members could interpret routing guides effectively, execution depended heavily on knowledge transfer.

Operators often lacked immediate, task-specific guidance. Printed routing guides were available in some facilities, but they required manual searching and interpretation.

This created:

• Communication bottlenecks between CSRs and operations
• Inconsistent interpretation of retailer requirements
• Increased exposure to compliance errors
• Delays when key personnel were unavailable

When RetailerHub was introduced, GPA leadership sought internal feedback.

Elizabeth's position was clear:

The objective was straightforward: eliminate knowledge silos and ensure that retailer requirements were accessible to everyone involved in execution.

RetailerHub provided:

• Centralized retailer requirement management
• Structured, printable SOPs
• Searchable routing guidance
• On-demand access for floor operators
• Spanish-language chatbot support

After implementation across multiple facilities, GPA observed immediate operational improvements.

Floor teams no longer relied exclusively on CSRs for execution details.

This reduced back-and-forth communication and allowed CSRs to focus on higher-value responsibilities such as order routing and SLA management.

Operators gained:

• Immediate access to label placement instructions
• Clear packing and palletization guidance
• The ability to retrieve information independently
• Access to compliance details even outside CSR working hours

GPA tracks chargebacks for major accounts and conducts internal reviews of compliance errors.

When asked about impact:

Elizabeth attributes the reduction directly to:

• Centralized retailer requirements
• Clear, accessible SOPs
• Enforcement of tool usage by processing managers

Before RetailerHub, onboarding a new retailer required manual routing guide review and requirement extraction.

This acceleration enables GPA to:

• Onboard retailers faster
• Standardize requirements immediately
• Reduce manual administrative time
• Scale retailer volume more efficiently

When asked what would happen if RetailerHub were removed, Elizabeth was direct:

Without a centralized system:

• Communication volume would increase
• Execution would slow
• Knowledge silos would re-emerge

RetailerHub has become embedded in GPA's operational framework, serving as the connective layer between compliance documentation and warehouse execution.