3 Supply Chain Contingency Planning Tips for Medical Device Companies

Outgrowing a 3PL does not always mean something went wrong. Sometimes it means your business did exactly what you hoped it would do. The fulfillment partner that made perfect sense when your brand was smaller may have helped you through years of growth. Orders increased, new products launched, and the business found its footing. Then the opportunities started getting bigger. Retailers entered the conversation. Wholesale became more important. Inventory spread across more channels, and what once felt manageable suddenly required a different level of support. At that point, the question is no longer whether your 3PL can fulfill today's orders. It is whether the partnership still fits the company you are becoming. Mary Glenn , Director of Business Development at Barrett Distribution Centers, hears versions of this story frequently in conversations with growing brands. Since joining Barrett, she has spent much of her time learning what companies are looking for in a 3PL and, perhaps more importantly, what causes them to realize their current setup may no longer be enough. Sometimes You Outgrow a Partnership That Once Worked There is a tendency to assume that changing 3PLs means the previous relationship failed. The reality is usually more nuanced. A brand might begin by fulfilling orders itself before reaching a point where the time, space, and attention required simply become too much. Another company might already have a 3PL that served it well when its business was primarily direct to consumer. Years later, that same company may be selling through several channels with entirely different expectations. As Mary explained, some brands eventually realize they would be “better suited with a partner that can not only support us now, but can also support us long term.” That long term piece deserves attention. Moving inventory from one provider to another takes time and coordination, and it can be disruptive for teams that already have plenty to manage. Most brands do not want to repeat the process every few years because they chose a partner based only on what they needed at that particular moment. A better conversation looks further ahead. Where is the business trying to go, and does the 3PL have the people, experience, technology, locations, and capabilities to continue supporting it when it gets there? DTC Success Can Be the Beginning, Not the Finish Line For many growing brands, one of the biggest shifts happens when direct to consumer fulfillment is no longer the entire story. A company may have spent years mastering its ecommerce business only to find that its next major opportunity lies in retail, wholesale, boutiques, licensing, or a combination of several channels. That is exciting territory, but it introduces requirements that may be unfamiliar to a team accustomed to shipping individual ecommerce orders. Mary sees this transition frequently among brands exploring Barrett. “The biggest change that I see with the brands that come to Barrett is they're really trying to find someone that can help them navigate that switch from, you know, one model to the next,” she explained. Retail in particular can change the conversation quickly. Different retailers have their own compliance expectations and requirements, which means experience becomes increasingly valuable as a brand expands. What worked beautifully for a pure ecommerce business may not translate neatly into the next phase. That does not make the old approach wrong. It simply means the business has become more sophisticated, and fulfillment has to mature alongside it. Choose for Where You Are Going, Not Only Where You Are Growth has a way of making immediate problems feel like the only problems that matter. When warehouse space is tight or a current relationship is no longer working, there is understandable pressure to find an answer quickly. But urgency can narrow the conversation to what needs to be solved today rather than what the business could require two or three years from now. Mary describes some growing brands as reaching a stage where their success begins creating problems they have never encountered before. That is often when the value of a more experienced partner becomes clearer. Brands want room to grow without wondering whether another move will be necessary as soon as the next opportunity arrives.  That is an important part of how Barrett thinks about fit. The goal is not to become the answer for every company. It is to understand whether Barrett's network, people, technology, and experience make sense for where a particular brand is headed. As Mary put it when discussing Barrett's approach, “We don't want to be a fit for everybody.” There is something valuable in that mindset. A lasting partnership should begin with an honest understanding of what both sides need, rather than trying to force every opportunity into the same mold. Price Matters, but It Cannot Tell the Whole Story When companies begin evaluating 3PLs, rates naturally become part of the conversation. They should. Fulfillment has to make financial sense. Mary is quick to acknowledge that reality: “Price matters in any facet of life.” But she also cautions against allowing price to become the entire evaluation. Her analogy is simple. Choosing a 3PL can be a little like buying a home. Two houses might fall within the same general price range, yet provide completely different experiences once you look beyond the number. Location matters. Space matters. The neighborhood matters. What works for your life today may not work several years from now. A 3PL deserves similar consideration. Visibility into inventory might become increasingly important. Access to additional facilities could matter as the customer base changes. Retail experience may become essential. Technology, communication, culture, and the people running the operation can carry considerably more weight once the relationship begins. Mary explained that when brands find a provider that meets most of those needs, “price becomes probably the least interesting part of that evaluation for them.” Not because cost stops mattering, but because the conversation has become bigger than cost alone. Growth Should Open Doors, Not Create Another Ceiling There is a point in many brands' journeys when fulfillment stops being something happening quietly in the background and becomes an important part of what the business can do next. Landing a new retailer should feel like an opportunity, not a problem your operation cannot accommodate. Increasing order volume should be a reason to celebrate, not the moment everyone starts wondering whether the current setup can survive another year. Expanding into new channels should create possibilities rather than expose limitations that have been building unnoticed. That is why choosing a 3PL for the business you are becoming matters so much. At Barrett, many of the brands we work with have already proven that people want what they are selling. They are entering a stage where growth brings more channels, more requirements, and greater expectations. Our role is to understand what that next stage looks like and determine how the operation can support it without asking the brand to leave behind the things that made it successful in the first place. Because sometimes realizing you have outgrown your 3PL is not a sign of failure at all. It is evidence of just how far your business has come.

Most customers will never think about what happens inside a warehouse. They will not see an order being picked, watch someone choose the right packaging, or know how many people and decisions were involved in getting a product from a shelf to their front door. And when everything goes right, they probably should not have to. The details behind fulfillment tend to disappear into the background when they work. The right product arrives when expected. The packaging looks the way it should. The gift message is there. Nothing is damaged, missing, or confusing. The customer opens the box, enjoys what they ordered, and moves on with their day. It is when one of those details goes wrong that fulfillment suddenly becomes very visible. For brands heading into the busiest months of the year, that distinction matters. Customers may never know how much work goes into getting an order right, but they certainly remember how it feels when something is not. Small Mistakes Rarely Feel Small to the Customer Inside a fulfillment operation, an incorrect item can look like one mistake among thousands of successful orders. To the person opening the package, however, it represents their entire experience with the brand. They do not see the other orders that shipped correctly that afternoon. They see the sweater in the wrong size, the missing product they needed for a birthday, or the gift that arrived without the message they carefully wrote at checkout. Context changes everything. That is particularly true during the holidays, when purchases often carry more meaning than an ordinary Tuesday afternoon order. A package might be headed directly to someone the customer loves. It could be needed before a flight home, a family gathering, or a celebration that cannot simply be rescheduled because something arrived late. The physical order becomes part of a much larger moment, which is why seemingly small details can carry so much weight. Your Brand Does Not Stop at Checkout Brands put enormous thought into how customers experience them before a purchase. Websites are carefully designed. Product photography is considered. Emails have a particular voice. Social content has a recognizable personality. Then someone clicks buy, and much of that carefully constructed experience moves into the hands of fulfillment. That transition should feel natural. The box does not need to be extravagant, but it should feel like it came from the same brand the customer chose online. If branded inserts are part of the experience, they need to be there. If a customer paid for gift wrapping, it needs to look intentional. If an order includes a personalized message, getting the words right matters. This becomes even more important for brands that have deliberately built their identity around thoughtful details. Custom packaging, kitting, gift messaging, inserts, and other forms of personalization are not simply extras once customers begin expecting them. They become part of what the brand represents. At Barrett, personalization is approached with that larger customer experience in mind. Our teams support requirements ranging from custom packaging and branded inserts to gift messaging, kitting, and other value added services. The purpose is not to make every order more complicated. It is to help brands preserve the experience they worked hard to create, even as the number of orders grows. Growth Has a Way of Testing the Details It is relatively easy to be meticulous when order volume is manageable. The real challenge arrives when hundreds of orders become thousands, a promotion performs far better than expected, or holiday demand compresses weeks of activity into a handful of very busy days. Customers, of course, do not experience your growth from inside the business. They simply expect the same experience they had before. A loyal customer does not want a less thoughtful package because it happens to be December. A first time buyer does not know that your team just had its busiest week of the year. From their perspective, this is simply their order, and it may be the only opportunity the brand gets to make a first impression. That is where consistency becomes such an important part of growth. Scaling fulfillment is not only about increasing the number of orders an operation can move. It is about increasing volume without allowing the experience surrounding those orders to slowly lose its character. The goal should be for the thousandth customer to feel just as considered as the first. The Best Fulfillment Experiences Are Often the Ones Nobody Talks About There is a strange compliment hidden in great fulfillment: most customers will never mention it. They will not write a review saying the correct item was placed inside the correct box. They probably will not tell their friends that their gift note contained exactly the words they submitted. Those things are simply expected. But expectations are powerful. Meeting them consistently builds confidence in a brand, while repeatedly missing them can erode that confidence surprisingly quickly. This is why the work happening behind an order deserves more attention than customers will ever give it. Someone has to care about the insert. Someone has to notice that the packaging is wrong. Someone has to make sure a special kit contains everything it should. Someone has to think about the details precisely because the customer should not have to. At Barrett, we believe exceptional customer experiences begin long before a package leaves the warehouse. They are built through preparation, consistency, communication, and people who understand that what looks like another order inside a distribution center may mean something entirely different when it reaches someone's doorstep. Your customers may never see the work behind those details. They will notice when they are missing.