Textile Restorations: The Brand that Customers Trust

Textile Restorations: The Brand that Customers Trust

Textile Restorations: The Brand that Customers Trust

With more than one and half decades of experience as a fabric restoration company, Textile Restorations has taken a leadership position in the US market.  Today, the company’s solutions for the property insurance industry and commercial apparel market have become the go-to choice of customers because of the wide range of benefits that customers get from them. Not to mention its ability to meet customers’ expectations continually.

A remarkable journey

Textile Restorations started its journey as a family dry-cleaning business in the 1970s. However, in 2003, with the arrival of Bryan Folk and Courtney Folk in the business, the company redefined its brand identity in the market. With their combination of sales and operational talents, Bryan and Courtney transformed the company from the legacy dry-cleaning business into a property insurance repair solution provider that focused on restoring fabric and apparel items that had been damaged by smoke, water, mold, and vandalism.  

 Owing to its quality of services, soon the company became a reputed fabric restoration vendor and could serve a multitude of customers including celebrities, socialites, key media figures, corporate CEOs, and professional athletes in no time. “We won several large awards for our facility design and customer service, including a feature in American Drycleaner Magazine.  We enjoyed this success for a number of years, servicing thousands of customers per year,” tells Bryan Folk, Co-Founder of Textile Restoration.

Though Textile Restorations enjoyed success from the beginning, the turning point of its journey came when Bryan and Courtney accepted the task of refurbishing 300,000 mold contaminated garments in two weeks.  CourtneyCo-founder, Textile Restorations explains, “One afternoon, a factory representative from Asia called to see if we could clean mold damaged clothing. We, of course, said we could, and then he proceeded to say he had 300,000 pairs of jeans with mold contamination that had to ship to stores all across the US in 2 weeks and remain in first quality condition.” As the company's largest production prior to the assignment was probably around 3000 units, this became the biggest assignment of the company hitherto.

Under the leadership of Bryan and Courtney, Textile Restorations took a strategic approach to complete the assignment. And that worked. The company planned on producing 17000 units per day and focused on building a cleaning method that would be 100 percent effective in the removal of mold from clothing and fabric, without making the garments lose their first quality state, and without causing trim items such as stickers and tags to have to be removed and replaced. With its unwavering commitment to customers and strong work-ethic, Textile Restorations completed the project and met its client’s expectation before the expected time.

Bryan, adds, “Not only did we meet the deadline, but our lab results were clean- all mold was gone, and the buyer had zero negative feedback about the processing, the presentation, the case integrity, or the inventory control.  In other words, not only did we meet the deadline, we put out a perfect product.” This paved the way for entering a new market: Commercial Apparel market and thereby the founding of its subsidiary, Renewal Logistics.

Renewal Logistics

After establishing itself in the fabric restoration business, Textile Restorations has shifted its focus to the new market. The company founded its subsidiary called ‘Renewal logistics’, a third party logistics company, that specializes in handling projects for apparel, footwear, sporting, and consumer goods industries. Today, it provides end-to-end 3PL services including Ecom packaging, odor removal, mold remediation, finishing services, trim work change, AQL inspection, distribution overflow, and retail returns.

Role of Renewal Logistics in managing retail returns

Handling reverse logistics processing is one of the toughest and common challenges for many apparel companies in the retail industry. It entails a number of activities such as inspecting the quality of returned clothes, crediting money back to the customer, refurbishing clothes for reselling, and replacing store and brand tags if required.

Renewal Logistics, in this case, helps companies to streamline their retail returns process. The company enables its customers to quickly and efficiently receive products from each retail location and sort them accordingly. Moreover, it accelerates their crediting process efficiently and helps to refresh the items to ensure they are in first quality condition and ready to sell.

Today, Renewal Logistics, as with Textile Restorations, is helping each of its clients to achieve their targets through its quality-driven services. In the coming future, Textile Restorations aims to expand Renewal Logistics, focusing on improving returns and ecom (e-commerce) packaging. Bryan adds, “we are working with several customers to develop portals so that we can access certain data within their legacy software to create trim items on demand, to get their returns back to first quality faster ( stickers, price tags, brand labels, etc).”

An early adopter of modern technology

Courtney claims, “We were early adopters of Salesforce, and were harnessing big data before big data was a thing”. She further adds, “We were also the first or one of the very first companies in the US to use an automated inventory control system for fabric restoration claims.”

The company has been able to develop different types of machinery according to its customers’ requirements. For instance, to remove the odor permanently from damaged textile items, the company has developed on-premise machineries and applications. With the help of these machineries, the company reduces odor cycle time from 24 hours down to 3 hours.

As an early adopter of Salesorce and big data, the company has developed a robust business management system that automates the process and controls the entire insurance restoration business. Using this system, Textile Restoration has robotized the processes of sales, forecasting, scheduling, bar-coding, and route management.

While the company’s robust business management system automates the inventory control process, it has also launched a quintessential CRM platform which helps them obtain customers’ feedback, improving the business relations between them, and helping the company to track and forecast the industry trends. “We always have our eyes open to proactively find ways to help our customers. Customers shouldn’t have to tell you what their needs are.”

How the company envisions its future

Currently, Textile Restorations including its insurance apparel restoration business is growing rapidly. Going forward, the company is planning to optimize the use of its existing technologies to provide improved customer experience. And it will continue to focus on three things: Hoarding Cash, Building Relationships, and Leveraging Technology. “These three elements ensure that when opportunities pop up, we are ready to leap,” conclude Bryan and Courtney.

Quote:

We always have our eyes open to proactively find ways to help our customers. Customers shouldn’t have to tell you what their needs are”.

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