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Boll & Branch X Kase
Delivering luxury at scale
How Boll & Branch achieved 99.5% order accuracy during peak
Luxury brands don’t compete on speed alone. They compete on experience. And rapid growth in luxury ecommerce tests precision and partnerships.
When premium bedding and home brand Boll & Branch began evaluating a new fulfillment partner in 2025, they weren’t simply looking for warehouse space. They needed a team capable of protecting their brand experience, executing with uncompromising accuracy, and scaling seamlessly across a business where 78% of volume flows through direct-to-consumer, alongside a growing retail and marketplace network.
In May 2025, Boll & Branch transitioned operations to Kase, launching from a fulfillment center in Northampton, Pennsylvania.
Thanks to their partnership with Kase, Boll & Branch:
Maintained 99.5% order accuracy
across fulfillment operations
Scaled luxury gift box execution
during peak season demand
Sustained a one-day average fulfillment time during peak
Supported a 1200% increase
in units shipped on the top peak day
Boll & Branch: A brand built on experience
Boll & Branch was founded on a simple but powerful idea: luxury and ethics should go hand in hand. From the beginning, the company has committed to creating the highest-quality bedding and home textiles using responsibly sourced materials and transparent supply chains. As the first Fair Trade Certified™ bedding company, Boll & Branch built its reputation not only on craftsmanship, but on integrity.
Its Signature Sheets, waffle blankets, inserts, and curated bundles reflect that commitment. Every product is designed to feel elevated, from fabric to finish to packaging. The brand’s philosophy extends beyond product; it encompasses how customers discover, purchase, receive, and experience every order.
Today, Boll & Branch operates a complex omnichannel model. Approximately 78% of its volume flows through its direct-to-consumer site, with the remaining spanning wholesale and marketplace partnerships including Bloomingdale’s, Nordstrom, Zola, The Knot, Joy, Faire, Rymax, Perigold, Over the Moon, Amazon FBA, and its own growing fleet of Boll & Branch retail stores.
Jamie Martin, Senior Director of Operations at Boll & Branch, oversees the operational engine behind this ecosystem. Success, in her role, means protecting the brand promise while ensuring fulfillment precision and retail compliance.
“You’re relying on a fulfillment center to be that brand voice at the end of the day,” said Martin. “You’re relying on them to follow those SOPs and deliver the pack-outs that customers actually see when the box arrives.”
Choosing Kase: Why people made the difference
When Boll & Branch began evaluating new 3PL partners, the business was at an inflection point. The previous contract was ending, and leadership saw an opportunity not just to replace a provider but to strengthen operations with the right partner.
The evaluation process was extensive. The team needed technology capable of supporting retail EDI requirements, Amazon FBA prep, customized carton logic, and real-time reporting. They needed warehouse capacity that could scale during holiday surges. And they needed operational discipline that could protect a luxury brand presentation.
But what ultimately differentiated Kase was not a line item or a feature list. “It really came down to the people,” said Martin. “Everything else you can fix along the way with implementation. You can develop new systems, you can work through the actual operation itself. But the people at Kase are what set it apart.”
Boll & Branch operates with a lean internal team. They needed a partner willing to engage deeply, ask detailed questions, and collaboratively design workflows rather than impose standardized processes. During the RFP process, the Kase team demonstrated a willingness to map SOPs and align on what success would look like for Boll & Branch.
Martin said, “We’re a small team. We needed a partner who was willing to roll up their sleeves with us.”
Hundreds of hours of cross-functional collaboration followed, involving operations, technology, finance, retail compliance, and customer experience. Leadership at the facility created operational confidence on the ground, while structured operational planning sessions ensured no nuance of the Boll & Branch fulfillment model was overlooked.
“We meet weekly across a few different operational touchpoints,” said Lisa Tossing, the Northampton facility manager. “There’s our regular cadence for day-to-day operations, and then dedicated time to talk through new initiatives and address issues before they become problems.”
The result was not just a contract award but the foundation of a partnership.
It really came down to the people.The people at Kase are what set it apart.”
A complex transition, executed with precision
In May 2025, Boll & Branch successfully transitioned operations to the Kase Northampton, PA, facility, but the complexity within those four walls is significant.
The brand’s model is true omnichannel fulfillment, spanning high-volume DTC orders, bulk retail replenishment, drop-ship programs, Amazon FBA preparation, physical bundles, and seasonal promotional packaging.
Each channel carries distinct compliance rules, labeling requirements, and service-level expectations. Bloomingdale’s and Nordstrom alone operate in both bulk and drop-ship configurations, introducing operational variability that requires precise execution.
The onboarding process required mapping SOPs down to carton selection logic and presentation standards.
“We have 10 plus box types and 30 plus product categories, all with different dimensions,” said Martin. “Without technology, you’d have a person standing there trying to decide which box to use.”
John Servia, VP of Operational Excellence at Kase, explained that the onboarding process required extensive documentation and process mapping to translate Boll & Branch’s operational vision into executable workflows.
“Of all our onboardings—and we’ve done some complex ones—Boll & Branch was one of the most directive customers,” Servia said. “They had a very specific vision of how this would all work.”
We have 10 plus box
types and 30 plus
product categories,
all with different
dimensions.
Supporting a customized packout
To support that vision, the teams developed detailed operational flowcharts and process maps.
“The flow charts were really about formalizing the workflow and facilitating engagement,” Servia said. “It helped clarify what Boll & Branch was doing, how we would distinguish different order types, different pack-out types, and how that would ultimately drive box selection and packaging.”
The results? Customized warehouse management workflows to ensure the correct products are loaded in the correct packaging, preserving the elevated unboxing experience Boll & Branch customers expect.
“The customer would never see the granular details, but that’s what ensures the pack-out is beautiful and correct every time,” Martin said.
Inventory positions were expanded within the facility to accommodate increased inbound receipts. Storage locations were strategically adjusted to improve flow. Physical bundles were kitted on site, supporting merchandising initiatives while maintaining brand presentation standards.
By the time peak season arrived, Boll & Branch felt operationally confident, just months after launch.
Technology that enables smarter fulfillment
Behind the scenes, technology played a critical role in stabilizing and optimizing operations.
The onboarding effort involved configuring the warehouse management system to reflect Boll & Branch’s operational logic, along with integrations that ensured seamless order routing, packaging selection, and channel-specific workflows.
Servia said, “There was a lot of unique solutioning involved, primarily within the warehouse management system and integrations.”
Process documentation and shared systems also created transparency across both teams. “The process maps and documentation gave both sides a clear framework,” Servia said. “It made sure everyone understood the workflows and how different order types would move through the system.”
Enhanced shipping logic developed with WSI allowed Boll & Branch to move from assigning transit assumptions by state to assigning ship methods by ZIP code during their “free delivery by Christmas” period. That refinement enabled more strategic carrier selection and materially improved on-time holiday performance.
They rely on SCI reporting to track SLA performance and conduct end-of-month inventory reconciliation. Real-time visibility supports proactive decision-making across operations and finance teams. Retail EDI accuracy protects vendor scorecards and retail relationships. Amazon FBA preparation meets compliance requirements without disruption to core DTC flow.
Technology did not replace people; it amplified them. The system supported how Boll & Branch operates, rather than forcing adaptation to rigid workflows.
Peak season performance: A first peak, redefined
Just two to three months after transitioning warehouses, Boll & Branch entered its first holiday peak with WSI | Kase. For the brand, peak-season performance can determine the outcome of the entire year.
“We moved an entire operation and then went straight into peak season. Forty percent of our annual volume happens in those two months,” said Jamie.
The planning began weeks in advance. Both teams met to develop a capacity and burn-down plan to ensure any accumulated tail could be cleared quickly. Forecasts were reviewed in detail, and operational leaders worked closely with Boll & Branch to ensure the building could flex as demand fluctuated, allowing the team to process both forecasted volume and unexpected spikes.
To prepare for peak demand, WSI | Kase expanded operations from one shift to four shifts running seven days a week, strategically ramping labor ahead of the holiday surge. Rather than adding hundreds of workers overnight, the team staged hiring and training in advance to ensure the operation could scale smoothly while maintaining performance and quality standards.
Additionally, the team worked with Boll & Branch to proactively address peak issues. “We created a resolution center so nothing falls through the cracks,” Tossing said,
“When an issue comes up, there’s a team responsible for owning it, solving it quickly, and making sure the operation keeps moving.”
During the holiday sale period—from early Black Friday access through Cyber Week (11/15–12/3)
| Performance exceeded expectations |
| 176k units shipped (+7% year over year) |
| Average fulfillment time of 1.04 business days |
| 99.99% commitment rate to customers |
| Record single-day output of 15,000 units (+4% year over year) |
| Short ships and cancellations due to warehouse OOS down 55% year over year |
| 99.97% of packages were delivered on time for Boll & Branch’s Christmas guarantee |
There were several days when order volume exceeded forecast, and the facility flexed to ship more than originally planned. Unplanned retail and wholesale orders were fulfilled above forecast, allowing Boll & Branch to capture momentum with key partners.
A physical inventory was conducted January 6–9, during which fulfillment operations temporarily paused. When operations resumed on January 11, the team cleared the backlog within three days.
For Boll & Branch, the results stood out.
“In my nine years with B&B, this was one of the smoothest peak seasons I’ve experienced, which is no small feat given the entire business was moved just 2–3 months prior,” shared Martin.
The performance was especially notable given the timing of the transition. As Martin noted, it reflected “the strong collaborative planning that took place between both teams and the leadership on the warehouse floor.”
We moved an entire operation and then went straight into peak season. Forty percent of our annual volume happens in those two months.
In my nine years with B&B, this was one of the smoothest peak seasons I’ve experienced, which is no small feat given the entire business was moved just 2–3 months prior.”
Protecting the luxury experience
For Boll & Branch, fulfillment is inseparable from brand. The signature gift box, custom inserts, curated bundles, and precise folding standards are not optional embellishments, but core to customer perception.
Executing that experience requires meticulous operational detail. Executing that experience at scale requires meticulous operational detail. Behind every order is a carefully orchestrated packout process designed to protect the brand’s presentation while maintaining speed and accuracy.
“Tissue paper, butcher paper, ribbons, hang tags…there’s a lot that goes into every order,” said Tossing.
“We’ve automated as much of the process as possible. The system tells our team exactly what goes in the box, so nothing gets missed.”
Fulfillment automation helps guide packout decisions in real time, directing associates on packaging configuration, inserts, and bundle components. This system-driven approach ensures every order meets Boll & Branch’s exact presentation standards.
Additionally, the Kase fulfillment team supports that experience through:
- Kitting of physical bundles aligned with merchandising strategy
- Custom gift box configurations and inserts
- Detailed quality control aligned to brand standards
- Storage optimization to support packaging integrity
Retail compliance, EDI precision, and Amazon FBA prep further protect brand reputation across channels.
Kase X Boll & Branch: A lasting partnership
Performance metrics matter. But what stands out most to Boll & Branch is the partnership itself.
Both sides invested heavily in collaboration. Weekly operational meetings align with new initiatives and upcoming projects. A dedicated Customer Success Account Manager provides structured communication and accountability. Leadership engagement from Bryon and Lisa reinforced confidence on the warehouse floor.
In Jamie’s words, Boll & Branch’s experience with Kase can be summarized in one word: Collaboration.
What began as a warehouse transition has evolved into a strategic operational partnership; one capable of scaling retail expansion, supporting marketplace growth, and refining fulfillment strategy over time.
About Boll & Branch
Founded in 2014, Boll & Branch is a luxury home brand committed to creating the highest quality bedding and home textiles using responsibly sourced materials and ethical supply chains. As the first Fair Trade Certified™ bedding company, Boll & Branch combines craftsmanship, transparency, and elevated design to deliver a premium customer experience across direct-to-consumer, retail, and marketplace channels.
Learn more at bollandbranch.com
About Kase
Founded in 2015, Kase is a nationwide provider of cloud-based logistics and ecommerce fulfillment services for consumer product companies worldwide. We have built our own industry-leading WMS to fully optimize ecommerce logistics. In 2024, Kase was acquired by WSI (Warehouse Specialists, LLC) to support its ecommerce growth.
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