Modern Retail: Guide to Fulfilment June 2022

June 2022

modernretail.co.uk

GUIDE TO...

FULFILMENT

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Break boundaries.

Grow your business internationally.

FedEx® International Connect can help retailers expand their horizons and reach customers globally.

Our lexible e-commerce solutions are designed to make international e-commerce available to businesses of all sizes, whilst helping to provide a localised consumer experience. ©2021 FedEx. All rights reserved.

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Cost Efficient Unexpected delivery costs are the cause behind many abandoned shopping carts. Our delivery solutions can help you reduce costs and encourage your customers to complete their orders.

Managed Locally Our strong relationships with global final-mile delivery providers allow consumers to receive a familiar delivery experience.

Delivery Timeframe During the checkout process, consumers are increasingly expecting an estimated delivery date.

FedEx Cross Border helps you make your customers aware of when their package is arriving.

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Tracking When selected, our tracked service option provides visibility throughout a parcel’s journey in the recipient’s local language, where available.

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CONTENTS

TAKE YOUR BUSINESS TO THE NEXT LEVEL Whitehouse Solutions can help your eCommerce business save time and money with professional order fulfilment

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How to plan your order fulfilment strategy

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What goes into making a happy online shopper?

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In-house order fulfilment: the pros and cons

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6 Common inventory management mistakes

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Your guide to retail packaging

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10 key questions to ask potential fulfilment partners

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4 reasons why a high-performance warehouse is fundamental in ecommerce

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The growth of warehouse automation

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Big benefits from small parts picking in pallet racking

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Sustainable Fulfilment: What is it and why does it matter?

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The best technology to use for stock control

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Common fulfilment problems and how to solve them

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5 benefits of an order management system

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Lead Contributor









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Years of experience in fashion, food, retail, gift, print and wholesale markets

A friendly and personal service for start ups to large online retailers

Free up space and keep your stock safe in our secure warehouse

Save time and meet seasonal demands with efficient pick, pack & despatch

Benefit from reduced courier rates

Credits

Thanks

Managing Editor Rob Gamage - rob@modernretail.co.uk

Many thanks to all those who provided editorial content or images, helping us to compile what we hope is a useful and informative read! Please send any comments or suggestions to rob@modernretail.co.uk.

Content Editor Holly Worthington - holly@modernretail.co.uk

Holly Worthington

Business Development Manager Emma Mjekiqi - emma@modernretail.co.uk

Holly brings a wealth of experience in both print and digital publishing. As Modern Retail’s Content Editor, Holly is passionate about helping independent retailers to thrive in today’s ever-changing market.

Call 01787 471487 today and find out how easily and quickly we can help with your distribution  hello@whitehouse-solutions.co.uk

The basics of retail fulfilment processes

Modern Retail is published by Considered Digital Ltd (Registered Company Number 12684643).

Registered office address: 39 The Metro Centre, Tolpits Lane, Watford, Hertfordshire, United Kingdom, WD18 9SB.

 whitehouse-solutions.co.uk

Fully integrated with major eCommerce platforms…

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The basics of retail fulfilment processes Having retail fulfilment processes in place works to boost efficiency and deliver in line with customers’ expectations.

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Warehousing Once inventory has been received and initially stored, it needs organising so it is ready to fulfil customer orders. Everything should be

Contributor:

clearly labelled and easily accessible.

Picking and packing Once an order is placed, a picking list is given to those in the warehouse, highlighting the individual components required for that order. These are then packed into the appropriate packaging, ready to be shipped.

To streamline picking and packing, make sure the right types of packaging are readily available for all sizes and types of product.

1. Receiving new inventory

2.

arrive on time.”

items before they are replenished.

These four stages of the fulfilment journey are key to providing excellent customer service with orders that arrive on time.

Inventory forecasting can help to understand the best times to restock as well as giving a more indepth understanding of inventory requirements ahead of time.

customer service with orders that

stock levels to prevent running out of

Four stages of retail fulfilment

When you order new products, there needs to be a system in place to receive and log these items. Every item must be stored initially, whether this is in storage bins, on pallets or shelves. They then need to be recorded, ideally into a digital system with documentation.

journey are key to providing excellent

This stage also involves monitoring

Having retail fulfilment processes in place works to boost efficiency and deliver in line with customers’ expectations.

We take a look at the key stages of retail fulfilment and what you can do to make sure they are as productive as possible.

“These four stages of the fulfilment

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Shipping The final stage of the fulfilment process is to ship the items. This means sending them out for delivery. It is key to make sure the order arrives on or before the estimated delivery date, to avoid dissatisfied customers.

Smaller retailers may opt to post items individually, while others often look to ship through specific courier or delivery services.

While all of these steps can be carried out in-house, they can also be outsourced, helping to ease workload while tapping into 3PL companies’ contacts and expertise.

Holly Worthington

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Have youprepared thought about Are you you prepared Are preparing for mini peaks? for peak peak 2021?

2021? for

Order Order Management Management

Inventory Management

Gain Gain complete complete control control and insight insight into into all all of of your your orders from from one one platform. platform.

View all stock levels, set inventory alerts, or allocate stock all while picking, packing, and fulfilling.

Delivery Delivery Management Management

Branding

Simplify the the fulfilment fulfilment process. Find Simplify the best best rate, rate, print print aa label, or batch the orders for for rapid rapid label label creation. orders

Create a more personalised and memorable delivery experience for your customers, at no additional cost.

Sign up for 60 day free trial at shipstation.com with code MR21

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How to plan your order fulfilment strategy “The key to creating a successful fulfilment strategy is balancing expectations with efficiency.”

An order fulfilment strategy should take into account customer expectations, logistics and opportunities to streamline processes.

By doing this, you can create a model that is appealing for customers, as well as aligning with business objectives.

Whether you are starting out, fully established or looking to scale your business, designing an infrastructure and having processes which work is essential to reliable and cost-effective deliveries.

These key points should be considered when planning your order fulfilment strategy.

Understand customer preferences The first consideration when planning an order fulfilment strategy should be your customers’ preferences. By understanding their needs, you can then work towards a fulfilment model that meets their expectations.

Consider how long your competitors take to deliver orders, how urgent the products are that you sell and how long customers are willing to wait for items to arrive.

Determine realistic options The next step is to understand how realistic customers’ expectations or preferences are, and the steps that you need to take to turn these into reality.

Cost, time and space are three factors that typically influence the fulfilment options that can realistically be offered.

For example, while there is an increasing demand for one-day delivery, customers also expect competitive pricing, meaning a two-day delivery option could prove to be a good balance of speed and price.

Introduce technology Technology and automation can be beneficial in the fulfilment process, simplifying tasks and removing the risk of human error.

By combining information about your target market’s expectations with the cost and logistics of making this happen, you will be able to work out your priorities.

Examples of technology can include integrations that tell the fulfilment team to pick and pack items as soon as an order is placed, sending customers emails when a product is shipped, or providing parcel tracking information.

Consider location of fulfilment operations

Having customers sign for deliveries with electronic signatures can also be fed back quickly, helping to know when a delivery has been successfully made.

You should put thought into the location that you fulfil orders from as this has a direct impact on expected delivery times, costs of shipping and carbon footprint.

Having inventory reporting automated or updated centrally is another way that technology can work to maintain awareness of stock levels.

Think about the areas where most of your orders are delivered to. Having a fulfilment centre near those areas will reduce time spent transporting customers’ orders, as well as the associated costs.

A balancing act

It can also be worth introducing multiple fulfilment centres, strategically placed to distribute inventory and cut down your business’ carbon footprint.

The key to creating a successful fulfilment strategy is balancing expectations with efficiency. By finding the perfect balance of these two factors, you can convert higher numbers of customers, without the need to impact margins.

Contributor: Holly Worthington

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Smart Intralogistic Solutions

What goes into making a happy online shopper?

Save time. Save space. Automate.

A happy shopper holds a perfectly delivered product that may have been ordered at midnight from a location far away from where it is stored. But what went on behind the scenes too receive this order on time and in the exact style requested?

A warehouse away from fulfillment process might be behind the scenes, but the outcome is critical to the reputation of the manufacturer and retailer. Order fulfillment can go wrong in so many ways and when it does, customers are usually livid...and rightfully so. No purchaser wants a late or incorrect order. Would you? With so many e-commerce vendors available, why would someone return to a business that makes mistakes and misses dead-lines?

Let’s look at the rise of online pharmacies, more and more consumers purchase non-prescription medicines or para-pharmaceuticals products online.

Today customers are placing orders more frequently, in fewer quantities, later in the day and expecting delivery faster than ever before.

Customers now consider 2-day delivery slow with next-day and even same-day delivery becoming the standard. Shoppers in the year 2020 think globally, demand personalisation, desire immediate results and request return refunds without a second thought. Operation facilities are spending more time on handling returns and battling bottlenecks when using traditional fulfillment ways.

The person-to-goods order picking that has worked for decades can’t keep up as the number of SKUs grow and

the just-in-time order demands rise. An e-commerce warehouse that manually searches and hand-picks items suffers a major disadvantage. Without a doubt, competitors with automated warehouses have significantly faster speed, better accuracy and less manual labor.

Order picking may account for 50-70% of a facility’s operating expenses. Just as important, order picking activities have a direct impact on customer satisfaction and internal labor resources. A question many new e-commerce business and those in need of warehouse makeovers ask is how to ensure their intralogistics are optimised?

Its worth asking yourself the following questions such as do you already have Best Practices in place or are you reviewing new ways to maximise your warehouse? Below are a few suggested

Optimise your warehouse for fast and accurate picking.

Whether you have complex logistic needs or look for scalable storage solutions. Kardex Remstar enables you to stay ahead of the game by optimising your warehouse with efficient automated storage and retrieval systems.

Contributor: Kardex Remstar

kardex.com P U B L I C AT I O N B R O U G H T TO YO U B Y

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Fulfilment to deliver your eCommerce dreams From startup to global scale, let us speed you on your way with perfectly tailored eCommerce fulfilment services.

questions to ask when researching a new order fulfillment process: • Is the order fulfillment software tailored to the needs of e-commerce retailers and wholesalers?

• Does it consider things like returns, seasonal peaks and low inventory turn-over?

• Can the systems be implemented quickly without much training?

• Are the systems modular and scalable enough to keep pace with customer growth?

• How does this improve stock accuracy?

Can it program ‘first-in, first out’?

• Will staff see improved working conditions like less heavy lifting and more ergonomically friendly designs?

• Is customer service included?

• How long will it take to see a return on investment?

• Is 18 months an accurate time frame?

Kardex Remstar has solutions to boost order fulfillment for companies in the wholesale, retail, and e-commerce industry with 24-hour service and delivery. Kardex VBM is one of the fastest vertical storage systems on the market, enabling businesses to increase picking performance and reduce costs. A single unit can present up to an impressive 150 storage bins per hour. To put this in

perspective, that’s 50% more than the number of trays a vertical lift module can present per hour. In addition, combining the solution with Kardex Frame pick enables the speeding up of order picking performance, minimising picking errors, reduce walking distances and optimise storage space and volume.

In fact, warehouse personnel foot traffic may be reduced by as much as 65%.

With the future in mind, systems can be implemented with minimum configuration and then expanded as required for both seasonal peaks and long-term growth.

If you’re seeking modular, flexible and scalable warehouse automation which increases productivity, optimises warehouse space and saves you a whole lot of headaches, contact us at info.remstar.uk@kardex.com.

Here are a few reasons why people choose to work with fulfilrr : Dedicated Client Manager to guide you through the entire fulfilment process Peace of mind, knowing your fulfilment works perfectly and integrates seamlessly with your operation Years of expertise and knowledge in a diverse range of sectors We free up time for you, allowing you to focus on scaling your business

Having issues with your current fulfilment centre, or just looking to scale up your business?

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P U B L I C AT I O N B R O U G H T TO YO U B Y 15 Call the sales team today to receive a tailored quotation - 01908 870 220

In-house order fulfilment: the pros and cons

“In-house fulfilment is a great option for retailers that are starting out, need to keep costs down, or want to retain full control of the process.”

In-house order fulfilment is a popular method for new ecommerce sellers, with many taking care of this process in their own home, before upscaling.

This article looks at the benefits and challenges associated with managing

In-house order fulfilment is a popular method for new ecommerce sellers, with many taking care of this process in their own home, before upscaling. This article looks at the benefits and challenges associated with managing your own fulfilment processes.

your own fulfilment processes.

What is in-house order fulfilment?

In-house order fulfilment means the retailer takes care of their own inventory, warehousing, picking, packing and shipping.

This is done without the help of a third-party logistics partner or dropshipper.

This can be done on a small scale, with one person taking care of the fulfilment, or it can be done in-house with a larger team.

Scaling in-house order fulfilment In-house order fulfilment can remain in place, even in businesses that are growing rapidly. For larger businesses that wish to continue running their own fulfilment, it is still possible to scale up significantly. This could involve:

In-house fulfilment is typically a more suitable approach for those with smaller quantities of inventory. Because of that, it is usually utilised by those that are starting out, as this DIY approach allows them to keep full control of the delivery process while keeping costs down.

• Can be a challenge to keep up with demand and business growth

• Organising inventory so it is as accessible as possible

• Packaging and shipping can be time-consuming

• Creating designated packing areas

• Requires management as it grows and additional people become involved in the in-house fulfilment process

• Hiring staff • Negotiating deals with couriers and other suppliers

Holly Worthington

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• If you require warehouse space, equipment, staff and fulfilment software, this can be a large commitment for a smaller business • Higher risk of human error

• Keeps the fulfilment process in one place • All you need is storage space, packaging and labelling supplies • Cost-effective for smaller businesses • Keeps retailer in control of stock, picking, packing and shipping • Straightforward once logistics have been worked out • Ability to negotiate your own shipping rates with providers if shipping large volumes of products

Contributor:

• Research is required to make it efficient

• Using a warehouse

Pros When is in-house order fulfilment useful?

Cons

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Conclusion In-house fulfilment is a great option for retailers that are starting out, need to keep costs down, or want to retain full control of the process.

For those that want to upscale, or free up time to focus on other areas of their business, other approaches, such as outsourcing fulfilment can be beneficial.

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6 Common inventory management mistakes

“Customer expectations have changed after spending so much time at home, and retailers need to employ strategic

As a retailer, inventory management is critical to operations. For any retail business to reach its full

Below are six examples of common inventory management mistakes and the best ways to avoid making them.

potential, it needs to be a priority, as it plays a significant role in customer satisfaction and the overall performance of the brand.

1. Ordering too much inventory Retailers must be careful to order enough products to meet demand, but not end up with too much.

Overstocking can prove problematic, as trying to sell a large volume of items can negatively impact profit margins.

It’s important to be cautious when ordering products to fill up your shelves. Try to limit your volumes as much as possible to eliminate the need to sell overstocked goods in the future.

2. Failing to use KPIs A key to good inventory management is being able to review past performance accurately.

Using narrow performance indicators is a common mistake.

Here are some metrics you should be looking at while measuring inventory performance:

While it’s vital to monitor your inventory performance continuously, it’s also important to note that you don’t want to use too many KPIs. It may become too difficult to understand, and the information may be too dense to draw conclusions from.

inventory management tactics to meet these expectations.”

3. Relying on spreadsheets Many businesses have integrated their systems with inventory management software rather than using outdated Excel spreadsheets.

Inventory management software has proven to be more efficient and cost-effective than manually counting and filling out spreadsheets.

This tool is specifically designed to make managing inventory easier for retailers.

4. Managing inventory manually The growing development of artificial intelligence (AI) allows retailers to automate many inventory management processes. For example, AI-powered systems can detect when stock is running low, so retailers can make the necessary order adjustments.

• Customer demand • Inventory levels • Backorders Contributor: Devin Partida

• Fill rates • Inventory turnover

Retailers should feel compelled to adopt new technologies to improve their inventory management, considering it takes extra time and effort to manage it manually.

Devin Partida is a retail writer and blogger at ReHack.com

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BRAVEQUEST

SMART HANDLING HAS ARRIVED E-Commerce Order Processing & Fulfilment Services • E-commerce Set Up & Management Using Shopify & Other Proprietary Software • Order Processing & Fulfilment Including Same Working Day Dispatch • Storage, Order Picking, Packing & Dispatch UK & Worldwide • Customer Services Support By Web, Email & Our Dedicated Telephones & Domains

“

5. Neglecting forecasting Forecasting plays an important role in adequate inventory management.

Historical sales data, purchasing information and current demand planning help retailers forecast future sales and stock levels.

Both quantitative and qualitative forecasting methods can be used to avoid making this common inventory management mistake.

Be sure to include forecasting in your management strategy, as it will better equip you with the information needed to order more products and meet customer demand.

6. Lack Of Communication Lack of communication in any organisation has its fair share of negative implications. All retail businesses need to prioritise communication and keep all team members informed about current inventory levels and management practices.

To avoid this mistake, ensure you have clear, tactful communication strategies in place to keep everyone on the same page. It will make your inventory management operate much smoother and prevent future instances of miscommunication in the future

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Bravequest handles our e-commerce shop projects using Shopify and we couldn’t be more pleased with how accurate and responsive they are. From stock control to order management and customer service, we’ve not seen it done better, PLUS they work really quickly.

Avoid common inventory management mistakes

MARKETING AGENCY

The past few years have been turbulent for both instore and ecommerce retailers.

Customer expectations have changed after spending so much time at home, and retailers need to employ strategic inventory management tactics to meet these expectations.

Keep these tips in mind if you’re looking to level up your inventory management skills.

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Bravequest delivers: • Exceptionally cost-effective services • Unequalled fulfilment experience • Common sense approach • Upfront quotes with no hidden charges • Tailor-made programming to match project requirements precisely • From low volume to 1,000s of items per day • Dry and secure storage and you only pay for what you use • Packaging supply including printed and bespoke materials • Specialist enclosing, packing and gift packing • Postage, parcel and pallet distribution discounts UK & worldwide • Monitoring of efficiency and highlighting of new opportunities

0208 580 8892 jring@bravequest.co.uk www.bravequest.co.uk

Bravequest MO Ltd, Unit 5 Coln Industrial Estate, Old Bath Road, Colnbrook, Slough, SL3 0NJ

Your guide to retail packaging

high-quality, bespoke packaging to create a memorable purchase and grow excitement.

The visual experience of receiving a product creates a feeling of luxury and can work to encourage repeat purchases. In fact, the visual aspect of packaging stimulates the reward-seeking area of the brain that is associated with impulse purchases.

“Consider what you would be more excited to receive… a product in a generic cardboard box, or one in attractive, bespoke packaging.”

Points to consider include: • Ease of opening the package • Protecting the item inside

Retail packaging is one of the first things that consumers will see instore or when they make an online purchase. It has the opportunity to

This article takes a look at the importance of the unboxing experience, outlining the various purposes of bespoke designs and top tips to get the most out of your packaging.

turn an average shopping experience into an exciting one.

Why is retail packaging important?

Retail packaging has never been more important, with social media imagery and brand awareness playing a key role in growing sales. To put this into context, seven in 10 shoppers’ purchase decisions are influenced by retail packaging and over 50% of web consumers make additional purchases from businesses that use above average or premium retail packaging.

Benefits of carefully designed retail packaging include: • Showcasing branding • Protecting products • Conveying product information • Encouraging sales

How to use retail packaging

Contributor: Holly Worthington

When a customer looks at a product, there is a short period of time where they will either decide to look at the product more closely, or move on. Similarly, when a customer receives a delivery, they will either be excited by the package they have received, or in cases where packaging is substandard, they may even be disappointed.

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• Including the most beneficial information on packaging

Knowing how to utilise retail packaging is essential in capturing and maintaining attention and customer loyalty. It all begins with determining your priorities and objectives with the packaging.

• Presentation of the product

Sustainable packaging

Protect products Packaging must be designed to protect products, whether they are sold instore or online. The type of packaging typically needs to be stronger if it needs to withstand the shipping process, making sure the delivery gets to the happy customer in one piece.

Promote selling points Your packaging design should highlight key points and benefits that encourage customers to look closely and consider a purchase.

Convey information For products that require more of an explanation, you can use packaging as the place to communicate this. Whether you’re explaining how to use a product or sharing the story of your ethical packaging, use the space wisely to convey your messaging.

Capture attention The packaging itself should be attractive enough to intrigue customers and stand out on any shelf.

Tell your brand story One of the best ways to connect with customers is to showcase your brand

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Considering sustainability has never been more important, with 57% of consumers willing to change their purchasing habits to reduce negative environmental impact. story. This can be done in a number of creative ways on packaging, including featuring timelines of a brand’s progress, explaining your ambitions, or including a welcome message for new customers.

Link to digital channels Social media hashtags and QR codes can be included on packaging, encouraging consumers to engage further with the brand on digital channels.

Given the rapid growth of social media, almost 40% of consumers say they regularly share product packaging on social media that they find ‘interesting’ or see as ‘gifty’. Leveraging social media on the packaging is a great way to communicate with customers, grow a loyal following and increase reach.

Why use bespoke branded packaging?

Investing in bespoke branded packaging allows you to turn a box into much more. By creating a design that excites customers,

this can help reach business objectives, such as repeat sales, or encourage people to post about their purchases on social media.

It can also be designed to meet your exact requirements, protecting products in transit as well as impressing potential consumers.

Custom packaging is an effective form of marketing and can also bring guaranteed and long-term brand exposure. Once the package leaves your warehouse or shop, it has the potential to influence multiple consumers along the way, from those working to sort post, to delivery drivers and friends that see the box in your home.

Even the smallest changes can make a significant difference, particularly on a mass scale. View Whitfords’ FibrePod for an example of a sustainable, multi-purpose alternative to packaging that protects products during shipping, as well as being usable after delivery.

You can also click here to view 10 types of eco-friendly alternatives to bubble wrap.

Top packaging tips • Use brand colours • Choose a clear font style

Create the ultimate unboxing experience Consider what you would be more excited to receive… a product in a generic cardboard box, or one in attractive, bespoke packaging. This is why the unboxing experience matters.

• Make sure it stands out from the crowd • Display USPs • Check legal requirements • Tailor packaging to your target audience • Proofread for errors before printing

Apple is an example of a brand that has mastered the unboxing experience, using

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GFS Fulfilment

Dedicated to helping small businesses scale up and reach next-level business growth

99.9% picking accurancy

1000+ delivery options

We take a true partnership approach and our end-to-end fulfilment services include:

24/7 stock visibility

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ISO 9001 certified

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Goods in We double-check for accuracy and report any discrepancies or quality issues

Pick and pack: With 99.97% picking accuracy and a range of packaging options, from custom bags and boxes to eco-friendly alternatives

Storage: Regularly refurbished and tailored to suit specific product categories

Shipping: As delivery specialists, we can offer a choice of more than 1,000 delivery services from 50 carriers – from click and collect to next-day delivery with full track and trace facility

Order management: Instant visibility of despatched orders and stock levels

Returns: All returns are fully quality-checked and only placed back into stock if in a suitable resalable condition

eCommerce fulfilment that accelerates growth 27 Contact us at www.gfsdeliver.com P U B L I C AT I O N B R O U G H T TO YO U B Y

10 Ecommerce key questions need to notask bepotential held up by fulfilment customs clearance partners When looking to outsource retail Since Brexit, the list of requirements fulfilment, finding the right partner is to move parcels between the UK and essential for you to deliver in line with EU has multiplied and with it the customers’ expectations. After all, increased risk of delayed deliveries and however great the purchase process unhappy customers. Add delays caused is, if customers are let down by the

by Covid and you have a perfect storm delivery, their experience will be for online retailers. negative and this can be very costly.

In fact, 72.5% of people will stop recommending a retailer after a poor delivery experience.

Contributor: Contributor: UKP Worldwide Holly Worthington

Knowing what to ask will help you to Savvy retailers needn’t put up with not only find a fulfilment partner to this. Instead, they can ensure their meet requirements, but one by that supplyyour chain avoids any obstacles also understands business andUKP choosing just one your business partner, Worldwide,potential to handle their growth. ecommerce facilitates future parcel business and manage the whole These 10clearance questionsprocess will help to customs foryou them. identify the most suitable partners to Supply chain delays caused by customs take care of fulfilment. clearance canyour be avoided by situating

customs clearance away from the border, 1. Can you integrate with my where the risk of bottlenecks are more likelyexisting to occursystems? from the build-up of

parcels being checked andcan duty paid A fulfilment partner simplify before onward delivery. operations by automatically fulfilling orderswe ashave they our are own placed At UKP Worldwide External Temporary Storage Facility on your website.

However, for this awaytofrom the borderthey - in must leafy have be seamless, Buckinghamshire - where we process the right technology in place to on-site customs clearance for UK exports integrateThe with your inventory or and imports. process is pain-free. stock management systems.

Retailers onboard to our Savvy parcel system and then they can simply upload parcel detailsyour fromexisting their desk or mobile as Explain processes, and when needed.

We then complete find out how potential fulfilment the customs declaration for them, arrange partners can integrate with any duty payments to HMRC, obtain your systems and request a clearance and dispatch the parcels. demonstration wherever possible, The result forsure our retailers a fast to make they areiscompatible. customs process, in many cases completed any goods 2.

Do youbefore understand my are shipped, and a supply chain that keeps moving. product offering?

Fulfilment is much more than simply shipping packages. The type of products you sell will determine the types of packaging needed to protect them in transit, as well as factors such as refrigeration or shelf

International Shipping And Customs Made Easy Our eCommerce shipping service remains as flexible as it’s always been, offering you a suite of services to suit you and your customers.

life needing planning for if you are All shipment information is stored safely selling perishable products. and securely, and we retain a record for HMRC should our customers need it in Make sure the fulfilment company the future. understands the products that you Importing into the UK is just as simple. sell, as well as the implications of Retailers supply us with an electronic this, giving to ensure they can meetis being manifest us details of what your requirements. imported, including product description, quantity, sales value and information on how thefulfilment goods willcontract be arriving, as 3.

Is the long-term? well as their origin country and UK final Before getting into any contract destination.

With this information to with a fulfilment partner, hand we can manage customs it is clearance and release the goods important to understand how long for onward delivery. you are tied into using them for.

Thisthat is particularly important if you The fact we have been working realise they are not a good fit and with HMRC for many years and know a thing or to two about customs rules wish terminate the contract. and regulations means we can really Having short-term agreements help our customers avoid the pitfalls that can be renewed, or operating of international ecommerce. Combine on a the month-by-month basis are this with flexibility of offering ourthe lower risk types of agreements. customers a range of international ecommerce solutions for shipping both high What value and low-value goods 4. is your accuracy rate?we hope you’ll want to partner with UKPW. Knowing a potential fulfilment partner’s accuracy rate can help you to understand how reliable they are.

Make sure you request the accuracy rate based on the number of orders, rather than the number of boxes, as this can skew the percentages.

5.

Send us your packed goods

We apply final mile label

•

Domestic and international shipping

•

Tracked and untracked services

•

Customs clearance

•

Import and Export to and from the EU

•

Postponed VAT Accounting

•

IOSS

We transport goods

We clear customs

Goods Enter Postal Service

Goods Delivered to customer

What happens if there is an issue?

Find out what happens in the case of an error. Points to discuss include how mistakes are rectified and

Please contact us for further information

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UK Office | Unit 18-19 Wornal Park, Menmarsh Road, Worminghall, Aylesbury, Bucks P U BHP18 L I C A9JX T I O N B RO U G H T TO YO U B Y US Office | 3390 Rand Road Ste C, South Plainfield, NJ 07080-1307 ukpworldwide.com

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“By asking these 10 questions of any potential fulfilment partner, you can make sure they are able to offer the level of service that you require.”

quantities are. Ideally, there will be scope to upgrade or downsize your operations, should demand change.

The perfect fulfilment partner will be able to grow alongside your business, increasing the order size as required.

whether the fulfilment provider incurs the cost for the shipping on their own mistakes, as well as retrieval of incorrect items.

6.

Will I have a dedicated account manager?

Find out whether you will have a specific account manager or team that is responsible for overseeing your fulfilment operations.

Dedicated account managers are best suited to those that require regular communication or somebody that can act on their behalf within the warehouse. Having a team that is responsible for your fulfilment can work well in scenarios where fulfilment requirements are not particularly complex.

7.

What are your minimum and maximum order requirements?

Ask what each fulfilment company’s minimum and maximum order

8.

Will you insure my stock?

To protect your inventory, your choice of fulfilment partner should have insurance coverage for events such as flood, fire, theft and accidental damage within their facility. Find out which coverage they have, as well as the claims procedures, so you can have peace of mind.

9.

10. Can you help with customer service?

To streamline customer service and deal with ‘Where is my order?’ enquiries, it is important to know whether or not your fulfilment partner can help with customer service. If they do not, you need close communication, so you can update customers yourself. If they do offer customer service, it is key to make sure they can align with your brand values, handling complaints in a way that you are happy with.

If this is not discussed, it can lead to significant reputational damage, as customers are left feeling ignored.

Can you give a service guarantee?

Service guarantees are relatively common in the fulfilment industry.

Asking for one of these can give reassurance of delivery shipment times, as well as what happens if these expectations are not adhered to.

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Overview By asking these 10 questions of any potential fulfilment partner, you can make sure they are able to offer the level of service that you require.

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A complete fulfilment solution for multi-channel retailers Comprehensive management of all activity with ISO 9001, ISO 14001 and ISO 22301 accredited systems • Contact centre services

• Picking and packing

• E-commerce integration

• Despatch and delivery

• Secure storage

• Returns management

01375 484 555 gweekes@ecgroup.co.uk

www.ecgroup.co.uk

Are you selling on all of these marketplaces?

Our great volume discounts with leading UK couriers means we can pass on the savings to you.

You pay only for the storage you use and not for wasted shelf space.

Don’t pay a flat rate for pick and pack but with Excel you will pay only for the materials you use.

Ask about Excel Fulfilment’s Marketplace Programme and increase your sales the easy way ... ...

Same day fulfilment options Ship next day with up to 4pm order cut-off time Dedicated account manager at hand P U B L I C AT I O N B R O U G H T TO YO U B Y

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We list your products across multiple marketplaces We handle all the fulfilment and customer service You enjoy the extra sales without the extra headache 33 P U B L I C AT I O N B R O U G H T TO YO U B Y

4 reasons why a high-performance warehouse is fundamental in ecommerce Fashion trends, must-have accessories and home improvement niches are ever-changing, but warehousing lives forever. At least that’s the way we see it…! You can buy anything online in 2022 and expect it to be on your doorstep in a day or two. Online retailers live or die by how well they can fulfil orders and impress their customers.

Contributor: Descartes Peoplevox

Here’s 4 reasons why exceptional fulfilment experience is something every ecommerce business should be striving to deliver this year: 1. The opportunity has never been larger, but it might shrink if you miss it Ecommerce revenue in the UK in 2021 was $118bn. And worldwide, ecommerce revenue is up 30% year over year.

At these volumes, with the right execution, an ecommerce business has all the economic tailwinds to make a really good go at hitting profitability and growth. We’re not talking about inventing an entirely new business model here. There are proven strategies that work – and those include having a trustworthy post-purchase experience. Here’s the kicker though: 82% of people in the UK bought something online last year. That means the incredible wave of new online buyers has crested and is all but done, and the opportunity to claim brand new customers is a lot smaller than it was 18 months ago. So rather than focusing on capturing ecommerce converts and first-time buyers, attention must turn to retention, customer experience, quality service. Having a high-performance warehouse underpins all of that.

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don’t lose customers to ‘the other side’.

3. The ever-rising cost of customer acquisition online Google, Meta and other ad networks have seen a huge spike in online activity and ad spend.

This competition, a bidding war, has driven prices through the roof. If you want your online campaigns visible, it costs more than ever, and these digital advertising channels were the tactics historically used by ecommerce businesses to attract new customers. However, the smart companies have analyzed their data and pivoted quickly. Instead of focusing on acquiring new customers, now they prioritize retention, getting repeat customers to come back and spend more and more with them each time. Brands with loyal followings tend to grow more sustainably

for the long term. The only way to retain customers is to delight them, impress them, and, you guessed it, fulfil their orders accurately, on time, consistently and especially during your Peak periods like Black Friday.

4. It’s an employee market – make your warehouse a great place to work So, there’s more people shopping online, more orders being shipped, and more focus on great ecommerce fulfilment as a market-differentiator. But who’s going to be putting the hours in, picking, packing and dispatching these orders? Your warehouse operatives are just as crucial to the success of your business as board meetings and product brainstorming. So, make your warehouse a great place to work. These workers are not going to hang around at your place if their day-to-days

are burdened with inefficient processes, manual counting, having to memorize entire warehouse layouts. Or if they have a demanding time keeping up to speed with orders, because the tech (or lack of) they’re using can’t hack it, and they get the blame.

There are so many warehouses that need staff right now, so you shouldn’t expect loyalty if other retailers are offering a better work experience. It should be the onus of the retailers to ensure employees are well looked after, integrated into the business, and enabled to perform their jobs with the right technology, processes and support to drive business growth.

If transforming your warehouse and overhauling your customer experience is on the agenda ahead of Peak 2022, find out what it takes by downloading our WMS Buyers’ Guide.

2. The return of the high-street means more choice and more chances to lose customers There’s a group of consumers who have been forced to shop exclusively online over the last 2 years, and kind of liked it.

They weren’t sure at first, saw the benefits after a while, and now, every time they need something, think: “Is this an item I want to try and get online, or should I go into town?” If they’re looking for reasons to go one way or another, you can be certain a terrible online post-purchase experience is sending them straight back to the high street. Whilst it might be convenient to get your items without needing to leave the house, it is 10x more inconvenient to receive the items and find out they’re not what you ordered, or they’re the wrong size, and be forced to arrange a return. Of course, some companies are building in easier returns processes, but it still usually means: find some tape, find a printer, repackage an item, find a post office etc. Compared to getting the item in your hands, trying it on before buying, and taking it home, you can see why some people would never shop online again! Get your ecommerce fulfilment processes spot on to ensure you

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The growth of warehouse automation Warehouse automation has grown in popularity in recent years and is now paving the way for more efficient and cost-effective operations.

What is warehouse automation?

Warehouse automation is a method of simplifying processes by having machines organise or sort stock efficiently.

Warehouse automation can work in a variety of ways, from picking, to packing, or loading crates.

It is also possible to automate inventory management, collecting data to allow for more accurate, fast and efficient stock management within warehouses.

Why is warehouse automation becoming increasingly popular?

The pandemic saw the rise of warehouse automation, as it allowed operations to continue as normal, despite social distancing measures and closures.

Those that invested into automating their warehousing quickly noticed the benefits, continuing to utilise this streamlined way of working even after operations could continue as normal.

“Automation can enable more products to be safely stored in a warehouse, while still being accessible.”

The benefits of automation in warehousing

Reducing long-term costs

Utilising space Automation can enable more products to be safely stored in a warehouse, while still being accessible. One reason for this is that storage shelves can be a lot closer together than traditional options, with machines being able to accurately pick with very little space.

Products can also be stored at greater heights for machinery to pick them, without the risk of having to send people up to dangerous heights.

The result of this is that warehouses can store a higher volume of products with less wasted space.

Reducing risk of human error Once processes have been automated, the risk of error is significantly reduced.

This, in turn, reduces additional costs and enhances customer satisfaction.

While automation does require significant investment to introduce, it can then lead to greater profitability in the long-term, given the lower ongoing costs incurred.

Improved inventory visibility If inventory management is automated, for example, through scanning products, it can help to improve accuracy, prevent stockouts and achieve better inventory visibility.

Scalable Many automation options can be scaled up as required, helping retailers to keep up with demand, even during peak. The overall efficiency also means that it can be possible to grow fulfilment operations without the need to hire excessively large warehouses.

Contributor: Holly Worthington

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Big benefits from small parts picking in pallet racking While constant innovation generates a stream of new intralogistics solutions, ‘classic’ pallet racking remains the most commonly used storage system.

Its relatively low investment costs and flexibility – whether through changing rack configuration, retrofitting special purpose modules or adding extra bays –have made it an indispensable

Of course, many operations use pallet racking as the basis for straightforward storage and retrieval of full pallets, either to fulfil customer orders or as a bulk store for replenishment. But the trend toward shorter product life cycles is increasing SKU numbers. The drive to minimise stock levels for each SKU and improve picking process efficiency to speed up order fulfilment, combined with demands for Just-in-Time delivery and online retail, is

Make your warehouse

work smarter

generating a greater need for small parts storage.

This is where the adaptability of pallet racking comes to the fore because small parts picking can be easily integrated within pallet racks. One option is to create small parts pick locations on the reachable ground level, with upper storage levels serving as a buffer store for replenishment. Small parts storage

framework for storage and order picking

with an optimised solution from BITO

WE OFFER

Innovative solutions

systems.

YOU GET

3D Modelling

Installation service

More storage

More pick locations

Less pick time

BITO BECAUSE: You’ll get the most out of your space You can trial prototypes You’re buying from the manufacturer

You can visit our Experience Centre to see the products You can buy popular products from UK stock

containers will help to store and organise small goods and C-parts – making them available for quick and easy picking.

Flow shelves can be easily installed into pallet racking to increase the number of pick locations and volume of SKUs located on the ground level pick face. Goods are easily accessible from the front of the racking – the rollers on the flow shelves allow bins and containers containing small items to be picked roll smoothly to the

Contributor: BITO

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02476 388 852 info.uk@bito.com www.bito.com

front of the shelf – which makes picking easy. A full container of parts will roll to the operator each time the empty one at the front removed.

Inclined supply shelving within a pallet racking bay will make items clearly visible for picking. Cardboard cartons or plastic bins can be used, though the later option enables preparation in advance at the goods-in area by filling the plastic bin with the items to be picked.

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The Trusted 3PL & eCommerce Fulfilment Partner

Sustainable fulfilment: what is it and why does it matter?

For many years, corporate sustainability has centred around the ideologies and techniques of CSR (Corporate Social Responsibility), often associated with charity work and donations. However, with rapidly changing consumer perceptions, combined with the

While often mistakenly considered the younger, less influential audience, today, Millenials and Gen Z are the top engaged consumers with the most disposable income. And for them, sustainability and ethics are key purchasing considerations, with 53% of millennials claiming they will forgo purchasing from a favoured brand if a more environmentally-friendly brand is available.

UK’s Government’s 2050 net-zero ambition, the conversation around sustainability has moved on.

It’s not just about eco-friendly projects; it’s your fulfilment too Consumers are increasingly demanding transparency and authenticity from the brands they engage with. They consider everything from how you package your orders to how it’s delivered and returned.

1.

Ethical practices and sustainable processes

It’s important to work with like-minded partners who share your values, and your 3PL partner should be no different.

It’s essential to work with a 3PL partner committed to ethical and sustainable working practices. Additionally, providers who embrace sustainable processes continue to have less impact on the environment and less wastage going into landfills.

2.

Author: Gary Rees, CEO, Synergy Retail Support

mean your products should go into landfills. The more sustainable and cost-effective option is to repair faulty products. Quality Control inspections and remedial services should be integral to any eCommerce fulfilment process.

3.

Reduce your brands’ carbon footprint by reducing your returns

It’s estimated that 20-30% of eCommerce orders are returned, increasing a brand’s carbon footprint. But there is light at the end of the tunnel as some of the main reasons for customer returns are substandard fulfilment resulting in delayed deliveries, or worse, the wrong item received.

4.

Recyclable packaging

Utilising recyclable packaging and reducing plastic use will be a crucial consideration for all brands in the near future. When choosing a 3PL logistics provider, selecting a partner who can provide a range of packaging options, including custom packaging, is a must-have for growing brands.

So, whether you’re reviewing your existing 3PL processes or preparing your next tender, ensuring sustainability is firmly on your list is essential.

Ensure product sustainability and reduce waste

Your eCommerce.

Fulfilled.

We’re not just a 3PL supplier. With over 30 years of experience in multi-channel fulfilment, processing 10,000’s orders per day, we’re your trusted 3PL partner who’s as invested in your brand’s success as you are.

Our team.

Over 300 people, working across shifts from 6 am - 10 pm, 7 days a week (24 hours at peak).

Our offering.

D2C & B2B multi-channel eCommerce fulfilment and returns, powered by seamlessly integrated technology.

Our Sustainability promise.

Invested in energy-efficient equipment and processes.

Innovated and ecofriendly packaging and zero waste sent to landfills.

Working with.

It’s not uncommon for stock to arrive damaged after transit, but that doesn’t

www.synergyretailsupport.co.uk

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For more information Visit synergyretailsupport.co.uk or call 020 4538 2464 P U B L I C AT I O N

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The best technology to use for stock control Retailers require an accurate view of their inventory, in order to be prepared for significant sales uplifts during key demand periods. Amidst supply chain disruption and an increased demand for ecommerce, there has never been a more important time to stay on top of stock control.

Why implement technology?

The main reason to implement technology is to improve efficiency and accuracy.

While there may be an initial cost to implement new systems, the benefits can outweigh the cost in the long-term.

Research by Alix Partners revealed that 53% of retail organisations are investing in new technology to combat ongoing and future disruption.

We take a look at some of the best types of technology for stock control.

RFID RFID can help retailers to identify outof-stocks, allowing them to optimise replenishment so inventory is on the shelf at the right time, when the customer is looking to buy it.

This works to reduce lost sales opportunities by enhancing inventory visibility and increasing accuracy.

Contributor: Holly Worthington

Benefits of RFID technology can include knowing stock availability in real-time and overcoming the challenge of incorrect inventory reporting. Traditionally, the number of products left in stores or

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“The main reason to implement technology is to improve efficiency and accuracy.”

warehousing can be inaccurate, due to counting errors, mislabelling, or having products in the wrong locations. This challenge means most retailers are left unaware of their exact inventory levels.

Instead, RFID can allow retailers to understand real-time inventory levels and the whereabouts of stock. Replenishment can even be automated alongside RFID data, saving people’s time and reducing the likelihood of human error once it is set up.

Artificial intelligence (AI) AI is being used to combine and process data from multiple sources, to speed up the response to stockouts and increased demand.

This involves looking at existing stock data and understanding demand data, to determine how soon new inventory needs to be ordered.

By having AI analyse trends and current stock levels, it can predict how long it will take for inventory to run low, flagging this information, or even linking with replenishment systems. Being able to foresee potential stock shortages helps to stay one step ahead of stockouts.

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Order fulfilment at its best A first-class product fulfilment service tailored for online stores, retailers, agencies, mail order.

Integrated eCommerce solution

Improve your retail delivery and customer service by outsourcing your fulfilment requirement to Adstral – efficient, accurate, cost effective – guaranteed the Adstral way.

Secure product storage

Full order accuracy guaranteed Bespoke service Adstral assured Efficient pick, pack and despatch Returns processing Advance consignments and bulk mailing

Contact us to discover how we can fulfill your needs.

T: +44 (0)1793 725043 E: info@adstral.com

www.adstralfulfilment.co.uk

Our proprietary order management software links to all online sales channels and integrates with most popular website and eCommerce platforms.

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Common fulfilment problems and how to solve them Fulfilment issues can spell a death sentence for any retail business. They can hamper your operations, or much worse, result in bigger troubles like infuriated customers and a destroyed reputation. Many things cause fulfilment issues, especially for businesses with massive inventories. To avoid the damaging effects on your business, you have to learn what causes these challenges and how to resolve them.

Problem: Difficulty locating a reliable supplier Solution: Watching the supply marketplace closely A vital step in sealing fulfilment issues is locating the most reliable supplier to deliver what you need. Suppliers that do not meet what is included in the contract, or do not arrive on time are common problems when you choose vendors who are not capable. That is not the kind of trouble you will get if you come to trusted companies.

The task of carefully assessing the supplier marketplace and evaluating potential providers based on their capability and capacity to give you what you need is critical to your business.

“It takes careful inventory management to give yourself a reasonable margin if something goes wrong.”

Problem: Incorrect inventory

Problem: Shipping troubles

Solution: Proper inventory management

Solution: Planning your orders carefully

Delivery of the wrong inventory is another common problem regarding supplies procurement and purchasing.

Finding out that the wrong products have arrived can cause significant disruption to your company’s operations.

Proper inventory management is key to getting around the trouble of incorrect inventory. You must be diligent at monitoring your supply list, so you can place an order and get the items before they completely run out, leaving enough room for error.

There could be a hundred and one reasons for interrupted shipping.

Anything and everything could go wrong along the way. Natural disasters and other factors may come up unannounced, but a couple of days of delays should not hurt your business if you plan your orders and place them early. As mentioned earlier, it takes careful inventory management to give yourself a reasonable margin if something goes wrong.

Conclusion Inventory and fulfilment management can make or break a business.

Understanding demand, forecasting stock requirements and building relationships with suppliers are key to making this run as smoothly as possible.

Contributor: AOS Online AOS Online is an online supplier of office stationery and business supply products.

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5 benefits of an order management system

“An OMS allows your brand to grow a solid reputation, by competing in terms of order fulfilment speed and availability.”

Order management systems have the ability to kickstart and improve the fulfilment process. As well as streamlining data, they bring countless other benefits, allowing retailers to stay on top of demand.

Benefits of an order management system, or OMS, include:

1. Win the 10pm shoppers 10pm is the most popular time for shoppers to place orders, and this is probably a time when you’re not at your computer. An order management system automates the sales process as soon as you click ‘Buy now’, meaning it will automatically choose the cheapest shipping provider and generate shipping dispatch emails. This means you can improve customers’ whole shopping experience – with no extra headaches for you.

2. Improved accuracy and efficiency Contributor: Jordan Westley Jordan Westley is an

As well as being stressful, manually updating stock on multiple marketplace platforms leaves you vulnerable to human error. Not having

ecommerce and OMS expert at Mintsoft

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instant inventory updates across all marketplaces could increase your chances of overselling a product. An OMS provides a joined-up view of all channels, and acts as the automated link between them all. This means reduced errors, faster updated inventory, quicker order turnaround and better customer interaction.

3. See all your marketplaces at once For retailers with multiple marketplaces and multiple couriers, it can become complicated to keep track of what goes where, and who ordered what. By having a dashboard that displays all marketplace and courier channels in one place, you can make sure you never miss anything, meaning you always have full control of your business.

4. Quickly spot bestsellers The brilliant thing about an order management system is that it automatically organises all of the statistics and insights that show product popularity, marketplace popularity and more. These insights can prove crucial to business growth, as it lets you see what areas would

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be worth investing more stock or attention towards. It also lets you see any unusual trends that might arise and act accordingly – something that would prove invaluable during unforeseen wider market conditions and allow you to adapt most appropriately for your business.

5. Automatically process orders 24/7/365 Having an OMS means you can ensure your marketplaces are ‘staffed’ even when you’re not there.

This means orders that come in after you step away from your computer can still begin to be fulfilled, by updating your inventory, taking payment and creating shipping labels.

If you use a fulfilment house, this information can automatically be sent on to them, without you having to be near your computer, resulting in fewer delays and improved speed.

Conclusion When smaller online retailers are competing in a world that contains a lot of ‘big fish’, it’s essential they make gains wherever possible. An OMS allows your brand to grow a solid reputation, by competing in terms of order fulfilment speed and availability.

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Thanks for reading.

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