Outsourcing your company’s fulfillment is a significant investment. Are you getting your money’s worth? Fulfillment companies can help you benefit from their efficiencies, and many can help improve your customer service. But the best return on investment depends on other factors, too.
Talk to colleagues in other “demanding” industries who also expect top ROI from fulfillment companies. Read reviews and look for testimonials. Read case studies to get a behind-the-scenes idea how fulfillment companies approach working with their clients.
What are their capabilities? Are they an all-in-one operation? That ensures better communication end to end. Instead of mistakes and delays that frustrate customers and negate sales efforts, you’ll be able to impress your customers with every order.
What metrics do they use to evaluate internal performance of call center and shipping teams? Can they (and will they) customize services and reporting to fit your needs? Do they plan to visit your facility to meet your people and get a first-hand feel for your business?
Can you pay them a visit? (If not, ask yourself why.) You should meet the folks who will be the voice of your company to customers. You should see the machinery and systems in place that will protect your inventory and move it through the fulfillment process.
High ROI comes from developing a long-term working partnership. You’ll find the right partner by looking into their track record but also their fulfillment philosophy.
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