When we talk about eCommerce fulfilment, on the surface, we’re simply discussing connecting orders placed online to your customers receiving their goods.
But as we all know there is SO much more to a successful eCommerce fulfilment model than just that. Behind the scenes your in-house fulfilment team or third-party fulfilment provider will be going above and beyond to ensure that everything runs smoothly – they will be looking at each individual aspect of the eCommerce fulfilment process, ensuring that no one element fails.
As a very intricate machine, eCommerce fulfilment relies on expert knowledge at every stage. That is why so many online businesses rely on expert fulfilment centres to take on the challenge of getting their fulfilment up to speed. With an eCommerce fulfilment house, they will have experience, expertise and resources on their side – something which is key to understanding how to create a successful eCommerce fulfilment model which promotes high retention rates and increased revenue.
What are the key aspects of eCommerce fulfilment:
- Goods in
- Inventory management
- Storage
- Picking
- Packing
- Dispatch
- Couriers
- Tracking
- Returns
At SCEND we’re divulging our secrets to mastering eCommerce fulfilment by looking in depth at each area of the process and explaining how each stage is key to the overall eCommerce fulfilment operation.
Starting as you mean to go on: getting goods in right.
No matter whether you’re doing your fulfilment in-house, or working with a third-party provider, the first step is getting those initial touchpoints correct. From over 10 years in the eCommerce industry, we’re all too aware of what can, and does, go wrong when that initial stage of the fulfilment process is not completed to the highest possible standard. That being said, tip number one to mastering your e-fulfilment is: get ‘goods in’ done right.
Goods in provides the foundation on which your fulfilment process sits. Therefore, if you’ve correctly completed the groundwork, you will find that the remainder should follow suit. Getting trained goods handlers to unload and unpack your products ensures that minimal damage occurs during this crucial process. Handling your goods with care, attention and precision will reduce unnecessary costs related to broken or damaged products.
Each product once unloaded, should be checked thoroughly to ensure any products that are unsuitable for sale don’t end up on your customer’s doorstep, resulting in complaints and or returns.
Use technology to create a seamless inventory management system.
As per any warehousing solution, you will be all too aware that products need to be logged into the system correctly. This can be done manually or automated through clever use of technology. With so much at stake at this stage, it is imperative that you have some form of inventory management system in place. This will help you with stock rotation, itemising and placement.
Utilising software at this stage is one of the key aspects of staying on top of your eCommerce fulfilment. Using barcodes to scan and then systematically log products is the best way to help reduce human error and keep all product and inventory information in one safe place, ensuring no products slip under the radar.
Relying on expert, dedicated inventory teams will help to promote accuracy, whilst using the correct programs is also key at this stage. At SCEND we have a dedicated inventory management team who’re solely responsible for all things inventory! Focused on product rotation, logging best-before dates and stock replenishment, we have eyes on each product at all times. At SCEND we work closely with tech partner Inventory Planner who have a fantastic tool which allows for all stock to be managed in one secure place. With automated updates, it takes the legwork out of both a key and time-consuming task.
Store your products in the best possible conditions.
Working with a range of sectors, we’ve seen a myriad of products from fashion and accessories to skincare and beauty, food and beverages to tech products – with a wealth of experience in a range of products, we’re all too aware of the difficulties that can arise from incorrect storage.
One of the key elements when it comes to appropriate storage is to ensure that you have the correct conditions for a range of products. Ensuring you have a large warehouse which is both safe and secure is key.
If you’re running a technology business, it’s essential to ensure that your products are stored in a warehouse with optimal conditions, including being completely free from moisture. Excess moisture can lead to corrosion or other forms of damage that can compromise the integrity and functionality of your technology. But that is not where it ends, having the prime conditions for your products isn’t just about controlling the climate it is about creating a safe space in which you can house your products relatively worry-free.
At SCEND we have a fully secured warehouse which undergoes 24-hour security surveillance. This ensures that products stored within our facility are safe from all eventualities. We also keep the warehouse regulated to ensure prime conditions for all products, no matter what they are. The key to mastering this important aspect of eCommerce fulfilment is to ensure that your storage space is the prime area for your products. It should be safe, secure and have prime conditions. A well-monitored area which is kept solely for professionals to limit footfall and risk.
Book a tour of our safe and secure warehouse where you will be guided through the area by one of our experts here at SCEND.
Getting the basics down: the importance of picking and packing.
The absolute core to any fulfilment process is the picking and packing. The entirety of eCommerce fulfilment rides on this section being accurate. Incorrect items being picked can result in customers receiving the wrong goods, ultimately leading to increased complaints, returns and even on some occasions a loss in revenue. That is why when exploring the key areas to create the ultimate eCommerce fulfilment process. Pick and pack should be at the very top of your list.
Firstly, picking. As the first point of contact after an order has been placed, it is imperative that this section should be completed with care and attention. The key to picking is accuracy, and with the use of technology this can be done to the highest standard. Many 3PLs like SCEND use technology in replacement of old-school paper pick lists to ensure that the entirety of the process is devoid of error.
Products are scanned into and out of the warehouse, and with the use of hand-held scanners, we can ensure that all products picked are correct and accurate. Our perfected process uses a three-point validation system, which reduces the chance of getting the wrong product, allowing us to boast a high accuracy rate of 99.9%. On top of this, our trained warehousing experts can pick orders at an exponential rate without speed impacting the overall accuracy of the pick. Making the process both fast and accurate ensuring products arrive to their customers quicky and efficiently.
Next up, packing. Packing is the second side to the pick and pack coin, both extremely important to the overall eCommerce fulfilment process. When it comes to packing it is imperative that you have procedures in place to ensure that nothing goes wrong at this point. Continuing on the paperless route, there are many ways in which you can ensure that your accuracy rates are upheld. In order to do this, we suggest an automated system which uses the logging in and out of products to ensure the correct product is packaged into the correct box. In the same realm as this, having pack bench CCTV allows you to reflect on any discrepancies brought by customers. Having this gives you an additional element of security with the knowledge that parcels left your warehouse intact and 100% accurate.
Packing isn’t just about the process of placing orders into boxes. With packing, comes packaging. Getting the right packaging is key to e-fulfilment. Whether that is choosing the most sustainable option or looking at how you can personalise a customer’s experience to their needs. For anyone looking at ways in which they can reach their audience on a more personal level post-purchase, packaging is the best place to start.
Your post-purchase experience is the last touchpoint that you have with a brand. The parcels received get a 100% open rate (give or take a few that get lost or left behind) meaning that your packaging or the way that you present that order is your last chance to ensure that customer becomes a brand advocate and not just a first-time buyer. You can utilise interesting elements such as quirky packaging, personalised delivery slips, % off cards and vouchers and even product recommendations based on their purchase history. A fantastic asset to any online business looking to improve their customers LTV.
Getting dispatch done right.
Often thought of as the final stage in the eCommerce fulfilment journey, dispatch deals with the process of getting the product(s) sent out from the warehouse and to its end destination. Whilst it isn’t always the last stage in the post-purchase journey it is crucial. When it comes to dispatch, the most important aspect (behind ensuring it’s going to the correct location) is ensuring that customers receive their items promptly. On that note, you need to look at your dispatch times and explore the possibilities of a later cut-off. With the majority of orders placed online during the hours of 7PM and 9PM, it is imperative that customers can access that “next-day” delivery when they’re shopping at this key time. With some of the larger online retailers like Boohoo and Asos offering an 11PM cut-off for their next-day orders, 4PM is no longer competitive in the world of eCommerce fulfilment! If you want to reach a larger audience and remain competitive in the online space you need to be offering later cut-off times of at least 8PM.
At SCEND we’re dispatching orders which come in until 9PM meaning that those customers placing orders during that later peak period are getting the experience that they have come to expect from online retailers.
In addition to later cut-off times and accuracy behind dispatch, couriers play a massive part in this stage of the journey. Working with the right couriers means a fast, reliable delivery service that your customers will love. Over 70% of customers blame the retailer for delayed delivery – that is why when choosing your couriers, you need to look at these five things:
- Reliability
- Accuracy
- Reputation
- Speed
- Sustainability
The first four do exactly what they say on the tin, and it is something which we would all look for in a courier. However, number five, sustainability, can often run under the radar. 78% of eCommerce businesses are now putting sustainability as one of their top priorities, especially when it comes to fulfilment, and 93% of Gen Z are shopping with the environment in mind. That means that when it comes to mastering eCommerce fulfilment, you need to also master the art of green fulfilment. On that note when looking for your couriers you must consider their green programs. With many of the key players now boasting a fleet of electric vehicles and plans to do more before 2030 don’t get left behind working with couriers who still utilise archaic processes which are not sustainability-focused.
Offer in-depth tracking solutions to keep customers in the know.
In today’s digital age, customer expectations around order tracking have significantly evolved. Gone are the days when a simple email notification upon dispatch was sufficient. Modern consumers have come to expect fully comprehensive, real-time tracking throughout the entire order journey. They want to see every step their parcel takes, from the moment they place their order within your online store to its final delivery at their doorstep.
In order to meet or even exceed these expectations, it’s crucial you provide full order tracking that offers transparency and detail at every stage. This means enabling customers to follow their parcel’s progress in real-time, from initial processing and warehouse handling to transit updates and delivery confirmation. By offering a seamless tracking experience, you not only build trust and confidence in your service but also enhance the overall customer experience, setting your business apart in a competitive market.
It doesn’t stop there…
When an order is delivered, there’s always the possibility that it could be returned. This can happen for various reasons, such as receiving the wrong item, a damaged product, incorrect sizing, poor fit, the wrong colour, or simply because the customer changed their mind.
Returns within the eCommerce world are completely normal! Unlike brick-and-mortar stores, where customers can see, touch, and try products before purchasing, online shopping naturally comes with a higher likelihood of returns. However, they don’t have to come with the negative connotations which have been forced upon them. Instead, they can be transformed into an opportunity to enhance customer loyalty. Perfecting the returns process is what separates an unhappy customer who takes their business elsewhere from one who feels understood and remains loyal to your brand.
And when it comes to returns, getting the process right can also mean a better experience for you too. With a swift and savvy returns management process, you can quickly get products back on shelves and ready for resale, minimising downtime. And with a quicker turnaround, you will see significant improvement in your revenue. Embracing returns as a vital part of your operations can lead to happier customers and a healthier bottom line.
The key to eCommerce fulfilment success isn’t a one-size-fits all solution. Though we’ve bared all in a fantastic breakdown of the areas in which you can focus to improve the overall process, getting it just right can be tricky.
If you’re looking to get expert advice on your eCommerce fulfilment solution bringing in the experts might be the best way to go.
Speak to the team here at SCEND to discuss your next steps.
