The Foolproof Formula For A Flawless Fulfillment Center

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Fulfillment Center

If you’re in the market for a third-party fulfillment partner, there’s a good chance you’re overwhelmed with options. There are plenty of vendors who will say they can give you everything you need, but there are very few who can actually deliver.

Maybe you’ve experienced the back and forth of frequently choosing new partners because none of them live up to high-quality standards. You’re not alone.

In truth, it’s easy to make outsourcing harder than it needs to be. Why? Because most of us have never learned the foolproof formula for a flawless fulfillment center.

It explains how to nurture the 3 key areas of your fulfillment operation in order to create the perfect balance and, ultimately, satisfy your customers.

Key area #1: your call center/customer service

Here’s your first area of focus.

If you’ve got customer service reps that are rude, unhelpful, unfriendly, or defensive to your customers – no matter if its via phone, email, social media, chat, etc. – then you’re in trouble. And you can trust that after an interaction like that, your customers are already long gone.

Step one towards completing the first phase of the formula is perfecting your customer service.

Your customer service outreach is the face of your business. And many times, it’s the first impression of your business that customers get. If people aren’t raving about how impressive and helpful your customer service is, then you’ve already struck out.

So look for a partner that is customer-centric and works hard to include the following:

• A plethora of ways to connect. It’s no longer practical to only provide customers with a phone line – you need a partner that’s savvy in modern times. That means incorporating online chat boxes, quick-response email, social media instant messaging, etc. Customers find convenience in having choices – you’re more likely to satisfy their wants, needs, and concerns quicker if you let them choose the mode of communication.
• High-quality customer experience. Your reps have got to be friendly and accommodating, helpful and proficient. The experience should be smooth and easy for your customers – from an easy ordering experience, to the ability to connect quickly to a rep (we’re talking mere seconds), all the way to accommodation when issues arise (providing an instant fix or a refund). Customer service and user experience go hand in hand – when you perfect the former, the latter skyrockets.

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Key area #2: your warehouse

This is likely the part of the fulfillment chain that most people consider the legitimate fulfillment center. But fulfillment is so much more than just one of the parts that makes up the greater whole. That’s why, in order to really be a flawless operation, you’ve go to do it all.

When it comes to the warehouse, this is the part of the fulfillment process that most customers never see. But this is also the part that can make or break the packages and items that arrive on your customers’ doorsteps.

Is your warehouse chaotic? Does inventory fail to be stored in its appropriate spot, time and time again? Are wrong orders a common thing in your warehouse? Is security compromised in any way? Then whoa, red flag.

These are not normal issues to be having. If your warehouse and its accompanied employees aren’t trained and prepared enough to allow orders to seamlessly move through your fulfillment center and into the shipping truck…then you need to think twice about who you are partnered with.

Instead, a fulfillment center partner should be able to offer you a warehouse with the following qualities:

• Robust security and product safety measures that prevent losses
• FDA Food-Grade Certification to ensure product quality control with resources like temperature-controlled rooms and special storage
• Fraud detection monitoring
• Near-perfect order accuracy that pleases customers and virtually eliminates expensive returns
• Reliably speedy delivery
• Beautifully packed orders that reinforce your brand’s commitment to quality
• Customized tracking and reporting with real-time visibility

Key area #3: shipping and delivery

You’re in charge of selecting the people who have access to outgoing orders. Are they sloppily thrown into a box, a mess to look at? Do items arrive damaged or unusable? If your business has a habit of not caring for customer items and late deliveries, you likely receive above-average rates of order returns. That’s not only disappointing for the customer, but greatly hurts your profit margin as well.

If you’ve experienced any of these issues with your fulfillment operation, you’re not alone. But it’s time to consider moving past what you already have so that you can begin to grow as a business.

Your pick-and-pack process should be efficient and accurate, and your products handled with care. They should arrive on-time or before the scheduled delivery date. And they should arrive perfectly and beautifully, an exciting and fulfilling unboxing experience for your customers.

Interested in learning about how to find a partner that will serve you well? Give us a call, we’d love to chat!