With increased customer expectations for fast and accurate delivery, your ecommerce order fulfillment provider is tested every time a customer makes a purchase.
Here are some signs you may need to reconsider your current product fulfillment provider (3PL).
1. Above Average Customer Complaints
An abundance of customer service calls and emails regarding inaccurate and damaged shipments is usually one of the first signs your current ecommerce fulfillment company may not be a good fit. A small number of errors will occur, but errors and damages should be minimal especially during peak times. If your incorrect or damaged shipments are on the high end, your fulfillment provider may not have the technology and infrastructure needed to maintain order accuracy. It is important that your 3PL partner have processes and procedures designed to minimize errors and damages in shipments including barcoding, automation and quality checks, among other quality procedures.
2. A Sub-par Customer Support Team
Exceptional customer service to your customers goes hand in hand with great communication with your ecommerce order fulfillment company. You need open and ongoing communication with a reliable fulfillment support specialist who can act as your eyes on the shipping floor. A dedicated client support team should also be available and be proactive in communicating potential challenges. This will help avoid problems before they escalate and affect product delivery.
3. Shipping Delays
Timely delivery is dependent on the order being picked, packed and ready for carrier pick up as quickly as possible. Consistent delays could cause your company big losses in revenue. Customers are fickle and not likely to repeat business following even just one poor customer experience. It is up to your fulfillment provider to receive inventory and order notifications in a timely manner and get orders delivered accurately and quickly. Partner with a fulfillment company who can deliver on speed and delivery times will ensure happy customers.
Online Shopping and Security Concerns
Australian consumers are aware retailers are collecting personal data, yet they seem less bothered by the practice. This is good news for online sellers as they can use the data to stay connected with their customers. The information can also be used to create a profile to use for future and ongoing promotions that are personalised for each customer.
Like most online shoppers, Australians view product discounts and free shipping as the best ways to incentivise data sharing.
Costs for Shipping & Storage
One of the advantages of partnering with a 3PL is that they ship a high number of orders, which gives them access to discounted, high volume shipping rates. Be sure to partner with a fulfillment provider that provides their customers with the lowest rates available to save you money on shipping and makes fulfillment billing easy to follow. This will help you pass along the savings to your customers and gain their loyalty.
Many customers will never buy from an online merchant again, after receiving an incorrect order. Don’t risk losing customers and future sales with second-rate fulfillment services. All business relationships require that they be evaluated from time to time to ensure that they are helping you reach your goals. If your ecommerce fulfillment provider is failing on any of the following key deliverables, it’s time to consider other fulfillment providers.
