The Challenge

Rapid growth had exposed weaknesses within MyoMaster's logistics operation.
The business was experiencing:

• Miss-pick rates of approximately 10%

• Poor inventory visibility and stock control

• Inconsistent warehouse processes

• Inefficient returns handling

• Increasing pressure on customer service

Rather than supporting growth, fulfilment was beginning to restrict it.

MyoMaster needed a fulfilment partner capable of delivering operational excellence today while providing the infrastructure and expertise to support future growth.

The Solution

Fidelity Fulfilment implemented a carefully managed warehouse transition that ensured customers experienced no disruption while stock moved into the new operation.

Rather than simply taking over fulfilment, Fidelity redesigned the operation from the ground up.

Key improvements included:

• Barcode-driven inventory management

• Structured warehouse workflows

• Improved quality control throughout picking and packing

• Dedicated returns processes

• Later carrier collection windows to maximise same-day dispatch

• Ongoing operational reviews and continuous improvement

• Dedicated account management

The result was a fulfilment operation built around accuracy, efficiency and scalability.

The Results

1. Dramatically Improved Warehouse Accuracy 

Warehouse accuracy improved significantly following the move to Fidelity Fulfilment.

Miss-pick rates fell from approximately 10% to under 1%, significantly reducing incorrect orders, replacement shipments and customer service enquiries while creating a far more reliable fulfilment operation.

2. Faster, More Reliable Deliveries

Improved warehouse processes and later carrier collections meant more orders could leave the warehouse on time each day, improving the overall customer experience.

Customers quickly noticed the difference:

⭐⭐⭐⭐⭐ "Great item"
"Great item. Delivery was very efficient & great communication. Took less than an hour to set up & the whole family enjoy using."

⭐⭐⭐⭐⭐ "Super fast delivery"
"Super fast delivery, easy set up. Would highly recommend getting one. We bought the MyoMaster ice bath. Being used daily by all the family."

⭐⭐⭐⭐⭐ "Massive upgrade"
"Found the ordering and delivery extremely smooth and efficient."

3. Customer Satisfaction Improved

Operational improvements translated directly into stronger customer feedback.

MyoMaster's Trustpilot rating increased from 3.9 to 4.4, with customers consistently praising delivery speed, communication and customer service.

One review perfectly captures the experience customers now receive:

⭐⭐⭐⭐⭐ "Superb customer service from MyoMaster"
"Superb experience from MyoMaster. Ordering and delivery was excellent in the first place. And when one item arrived with some damage from transit... they jumped into action straightaway in response to our email. Quick reply to acknowledge the problem and to say that a replacement item was sorted and on its way without delay.

Sometimes things go wrong. Life isn't perfect. But the businesses that stand above others are those that see a problem and work to fix it. Excellent customer service all round. MyoMaster is just really good at this."

Even when issues occurred outside the warehouse, customers praised the speed with which MyoMaster's team resolved them.

⭐⭐⭐⭐⭐ "Great customer support"

"Delivery was speedy but annoyingly upon arrival some of the connectors were missing, meaning it could not be used. However, a quick email to support and Grace was a superstar, arranging for replacement connectors to be sent out the same day."

Another customer highlighted both the fulfilment experience and customer support.

⭐⭐⭐⭐⭐ "Couldn't be happier... very easy set up..."

"Everything I needed was in the pack provided... Highly recommend the system with fast delivery and superior customer service."

A Partnership Built for Growth

Today, Fidelity Fulfilment continues to work closely with MyoMaster to improve warehouse efficiency, optimise fulfilment costs and support the company's ongoing expansion.

The partnership has delivered far more than outsourced logistics. It has created a scalable fulfilment platform that enables MyoMaster to continue growing with confidence while maintaining the high standards of service its customers expect.

 "Fidelity took complete ownership of our fulfilment operation from day one. The transition was seamless, customer service improved immediately, and the improvements to inventory control, delivery performance and returns management have delivered measurable commercial benefits. Most importantly, they've created a platform that allows us to keep growing with confidence." – Sam Dooley, Head of Operations, MyoMaster