How To Find Fulfillment Companies Delivering Return-On- Investment

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.

High ROI comes from fulfillment companies that:

• Understand the nuances of your industry. That’s especially important when the “nuances” aren’t simply esoteric characteristics but legal requirements. For instance, companies that manufacture health, beauty and food products have to protect the quality and efficacy of their products. That requires appropriate facilities, strict procedures and vigilant adherence to those procedures.
• Understand the challenges and requirements that are specific to your company. Your fulfillment needs may be similar to other companies in your industry, but when you get right down to it, every business is unique. What you need and how you expect your fulfillment partner to handle your orders may depend on your location(s), size, customers and any number of other details.
• Understand your customers as shoppers and product users. High ROI comes from being overtly helpful during the customer contact process. Agents cannot answer questions or make recommendations unless they are comfortably familiar with your product line(s) and what it’s like to use them.
• Can consistently perform at – or, better yet, above – your service level expectations. Meeting industry averages ensures nothing more than average performance. High ROI comes from routinely beating industry averages when it comes to things like efficiency and accuracy.

How do you find fulfillment companies that can deliver high ROI?

Ask around

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.

Ask lots of questions

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.

• Do they have a secure fulfillment warehouse?
• Do they offer a full menu of fulfillment services?
• Do they offer a professional customer contact center?
• Do they have a philosophy of “high-touch” culture?

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?

See for yourself

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.

Looking to increase your ROI?

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