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It’s Time to Get Your E-Commerce Operations Ready for the Holidays

October 27, 2020 | automation, E-commerce, fulfillment, holiday, integration, inventory, operations, tips | No Comments

E-commerce sales continue to report year-over-year growth.  As stated in a recent Forbes article, “This will be the year when online shopping explodes.”  The same article references Deloitte’s 2020 holiday e-commerce forecast where “Deloitte predicts e-commerce holiday retail sales to grow between 25% to 35% from November through January, reaching $182 billion to $196 billion in total.

If you’ve already launched your e-commerce store(s), then you’re fortunate to be in the right place at the right time, particularly if your product line caters to holiday gifting categories.  But to achieve e-commerce success takes much more than being in the right moment… This is only the beginning.

So ask yourself…are you ready?  Have you kicked the tires of your e-commerce operations?  What would actually happen if you scored a growth surge this holiday season?  Are you prepared to handle the additional work that comes with additional orders?   Without the proper systems, process, and organization in place, time consuming work often leads to mistakes, out of stocks, late shipments, and ultimately dissatisfied customers.

But not to worry.  Here are a few simple tips that can help you prepare for the upcoming holiday surge, ongoing customer satisfaction, and operational sustainability.

1. Confirm Your E-Commerce Supply Chain Strength

Regardless of whether you are a dropshipper, distributor of finished goods, or manufacturer, you maintain an e-commerce supply chain made up of vendors that impact your ability to deliver quality products to your customers.  Remember that when you have issues with inventory, your customers will care little as to who’s at fault.  As your #1 priority, you will want to confirm your vendors’ ability to meet your holiday targets without fail.  Pick up the phone, share your forecasts with them (consider inflating them by 20%), and ask for capacity guarantees. 

Additionally, it’s the perfect time to set a schedule with your vendors and ask of any known obstacles they see on the horizon or that they may have already encountered.  Get to know your vendors at a personal and friendly level.  You are not the only one vying for their commitments, and sometimes those friendly relationships may help prioritize your business needs. 

And lastly, create a backup plan.  What will you do should your supply chain break?  Hopefully you won’t have any issues, but do you have a plan?  Can your plan include having a backup vendor, or perhaps splitting your current needs across multiple vendors to balance the load?  Do what you can to prevent your business from being held hostage to this key element of success.

2. Automate Your E-Commerce Operations

According to Intuit, “over 80% of product-based SMBs [small and medium sized businesses] that sell through multiple channels still reconcile inventory using pen and paper or spreadsheets.”  This is crazy!  Why haven’t more SMBs made some form of investment into back-office automation?  While it sounds intimidating and expensive, it’s not.  There are affordable options in the market that start as low as $19 per month. A few of the top problems that e-commerce businesses face related to manual data entry, and can be resolved with automated integration include:  

  1. Errors caused by manually entering e-commerce orders into your back-office system
  2. Tedious and Time consuming administrative tasks that impede the ability to focus on more valued and strategic business needs, such as how to reduce cart abandonment
  3. Timeliness of order and inventory updates to back-office and shipping systems, which in turn leads to incorrect stock levels, as well as shipments going to customers later than promised

The following are key business issues you will want to address by implementing an integration solution:

  1. Does the solution offer near real-time sync of orders from your e-commerce platform(s) to your back-office system? This will help ensure that your inventory levels are as current as your sales, keeping you on top of your customer orders as they are placed
  2. Establish an integrated shipping system process that feeds from the same automation and empowers you to get your merchandise out the door in the most timely, efficient, and accurate means possible
  3. Have control over shipping SLAs (service level agreements), and receive notifications of orders that are at risk of falling outside these guidelines, so you can take the appropriate actions to resolve

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3. Organize Your E-Commerce Operations Area 

When it comes to establishing a proper e-commerce operations process, it’s all about efficiency and accuracy.  It’s about having the proper checks and balances in place that eliminate mistakes and minimize the time spent on a particular task (so you can get to the next task, and so on and so on).  

A fairly common issue with SMBs is having a disorganized and cluttered work area, which lends itself to bottlenecks in the process.  It sounds simple enough to avoid, right?  In fact, yes it is.  A few ideas that have been proven to help include:

  1. Organize your inventory bins for efficiency.  It’s common for businesses to organize inventory in such a way that keeps the same or similar products near each other.  What would be a more proper approach, is to understand which of your items sell the most – not in dollar value but in actual physical units.  The products that sell the most (referred to as ‘turns’), represent the products that you will be fulfilling the most.  The ideal means of organizing your inventory bins is to locate those products that turn the most to be closest to your fulfillment zone, and work your way back through your turns rate in descending sequence, locating products that sell the least to be the furthest away from your fulfillment zone.  Click here to learn more about lean warehousing efficiency practices known as 5S.
  2. Squeeze as many little extra actions out of the process as is possible.  Every small little action you perform or step you take adds up into a whole chunk of waste and opportunity for error.  Therefore it is recommended to take a look at your entire operations area and see that you are well prepared to reduce these efforts.  Some examples include: a) label your inventory bins clearly, using large dark font; b) implement a barcode scanning system if possible; c) obtain enough supplies to get you through the holiday season in advance, including printer ink, paper, labels, shipping cartons, packing tape and inserts
  3. Establish zones and maintain clutter free work areas.  Maintaining clean work areas make it easier to get through daily tasks, inclusive of finding objects when you need them.  Establish specific well organized zones that create a linear physical path from start to finish, such as your storage zone to your fulfillment zone to your shipping zone.  Ideally a shipping zone is best located closest to where your carrier and parcel pickups occur, and then work backwards into your work area.

By implementing a proper marketing strategy, you may be well poised to feel a positive bump in revenue this holiday season, however keeping your customers coming back for more, will greatly depend on your ability to satisfy them better than your competitors.  Eliminate waste with integration and operational efficiency, allowing your business to establish a strong foundation for growing beyond the holiday bump up, for years to come.

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By We Integrate, LLC

Give Yourself the Gift of Operational Efficiency

December 3, 2018 | efficiency, fulfillment, holiday, operations, returns, warehouse | No Comments

You did everything right to maximize your holiday e-commerce sales!  You improved customer experience with enhanced product content and videos.  You implemented a frictionless checkout process, and you zoned in on your target market by optimizing search and nurturing your email lists with unique and engaging content.  You added social channels and a chat client to your website.  You worked tirelessly through the night to leave no stone of opportunity unturned.

And guess what?  Your hard work paid off!  Sales from your store have been pouring in!  Whether you are exceeding your target revenue or falling a little short, odds are you and your team are now working your butts off trying to ship everything you sold to your customers on time.  

With these 5 simple tips, give yourself the gift of operational efficiency and be able to enjoy a little time with the people you care about the most:

1. Keep Your Warehouse Clean and Organized

The most efficiently run warehouses are those that adopt 5S operating practices.  5S stands for Sort, Set in Order, Shine, Standardize and Sustain, representing the components of a powerful lean warehouse methodology that maximizes the best of operations and minimizes cost.

Even if you have a small warehouse or you stock products in your basement, adopting 5S principles on a smaller scale will have a positive impact on your bottom line.  You should make sure that every tool and supply, including pens, tape, boxes, carts and dollies all have locations that are labeled and easy to find when you need them.  Starting a new day fresh within your clean and clutter free warehouse is an essential start to a productive day.

2. Maintain Well Organized Inventory

Ensure that your faster moving items are easily accessible and stored closer to your fulfillment zone.  Move slower turning items further toward the back and out of the way.  One of the biggest drains on warehouse expense is labor.  Reducing the time it takes to pick inventory adds up, and will unquestionably contribute to increased profits (especially if you’re the founder and doing the picking).

When organizing products in your warehouse it is ok to split variant and related items into different parts of your warehouse.  For example you may sell a decorative pillow in 3 colors, but only 1 of the colors is a hot selling item.  Put your top selling color of the pillow closer to your fulfillment area and move the other 2 colors into a less active zone.

3. Focus on Order Fulfillment Accuracy

To err is human.  We all make mistakes.  You just don’t want to make them during your busiest time of year.  Invest into establishing an environment that stacks the odds in your favor of having every single order you ship go out the door 100% error free. 

Consider labeling items with large identifying codes that are easy to see and read.  Incorporate the use of colored labels if applicable.  Leverage the use of pick tickets and packing slips along with numbered picking bins.  This empowers you to batch pick (picking the same item across multiple orders simultaneously), remain well organized, and ensure that the right items are placed in the right carton for the right customer.

As you add increase inventory levels in your warehouse, the greater the opportunity for creating clutter if not managed properly. This in turn could lead to picking errors, as well as slow you down if random boxes are in your way.  Make sure to put all inventory where it belongs and adopt practices that will make it easy to maintain accurate and efficient fulfillment.

4. Ship On Time (there is no excuse to be late)

Put yourself in your customers’ shoes.  Once you buy a product from a website, you count the days until your product arrives (especially if it’s something you are excited about)!  It becomes frustrating to customers when products ship late or are shipped using the wrong service level.

Stay organized and establish a schedule that focuses on priority shipments first (e.g. next day, 2nd day air, etc).  Consider incorporating a customer start ship date (the first day you should ship) and a cancel date (the last day you should ship).  Also abide by fulfillment promises you make online to your customers (e.g. this product will ship within 2 business days).  Make sure you live and breath by these shipping windows with a concentrated effort on shipping as close to the start date as possible, and never past the cancel date.

It may also be worth a quick call to your local FedEx and UPS representatives so you can coordinate a pickup schedule that more effectively coincides with your daily fulfillment cutoff.  You want to have all cartons ready for shipping prior to your carriers arriving.

5. Establish a Returns Processing Practice

As your business grows in sales, so will the number of returns.  You don’t want this to happen, but it’s part of the game the same way when you play Monopoly you don’t want to “go to jail”.  It’s going to happen at some point…you can count on it!

Have an effective system in place that includes establishing a physical zone for processing returns separate from where you stock your inventory.  When customers return products, their condition will vary.  All products need to be inspected and determined if a) they can go immediately back into inventory; b) they must first be fixed and reworked; or c) they must be discarded and written off.

Don’t allow returns to linger either.  Process them upon receipt.  They will cause unnecessary clutter, and the faster you get the good products back into inventory, the better chance you have of selling them and increasing your holiday sales numbers.

Incorporating these 5 basic principles will improve your profits by allowing you to accomplish more with less, reduce stress by knowing you have well organized systems in place that make it easier for you to manage your operations, and will grant you the gift of a well run backend operation.

Enjoy this most precious gift, and may 2018 be your most successful, profitable, and rewarding holiday season yet!

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By We Integrate, LLC

Deliver On Time this Holiday Season: 5 Must Use Fulfillment Tips

October 8, 2017 | distribution, holiday, tips | No Comments

You’ve increased your investment into demand generation marketing in anticipation of your best holiday season yet.  As the sales come rolling in, you already know the importance of being able to deliver on everything your customers ordered, or they won’t be your customers for long.  But as a small business operating on QuickBooks and spreadsheets, keeping tabs on your fulfillment process may prove to be more difficult than initially anticipated.

The following 5 tips will help you leverage best practices to help keep customers happy by delivering on time, as expected, and with delightfully positive experiences that lead to 5 star customer reviews.

Tip 1: Know Your Inventory; The Best Form of Customer Service

There is little more frustrating to a customer than finding the perfect gift, placing an order, and then learning after the fact that the product you can’t wait to receive is out of stock.  As fundamental an issue as this may seem, according to the 2017 State of Small Business Report by Wasp Barcode “A surprisingly low 18% of respondents use a sophisticated automated system to manage inventory (only a 2% jump from last year), while 14% of respondents still use manual processes to track inventory, and 21% rely on spreadsheets such as Excel.”  That said, it is essential to know what inventory you have on hand, what inventory is available to sell, and what more you have coming in from your suppliers.  Implementing some means of properly tracking inventory and keeping all sales channels in sync is the best means of eliminating inventory outages and preventing loss of customers.

Tip 2: Deliver on What You Promise

Whether selling through a major retailer or direct to consumer via your own website, it is essential to strive for accuracy of fulfillment rates that are 99% or better.  Accuracy fulfillment rates are generally determined by evaluating such metrics as measuring what was delivered vs. what was ordered, timeliness of delivery vs. promised delivery date, and compliance with required shipping and routing requirements imposed by certain retailers and partners.  To maintain these high but necessary levels will require a meticulous approach to managing logistics, inclusive of empowering employees with systems that maintain real-time accuracy and keep data of disparate applications in sync.  While it may seem daunting at first, maintaining this degree of success will earn consumers’ trust and ensure happy, loyal, repeat customers and high customer lifetime values (CLV).

Tip 3: Build a Scalable Distribution Infrastructure

Working with processes that require hands-on intervention of every order on a daily basis is an impossible feat when thinking in terms of growing your business.  It is vital to implement automated procedures with intelligence that enables a transition to managing operations by exception.  This approach allows all ‘good’ orders to flow seamlessly from your E-Commerce system through to your fulfillment process with little manual intervention, while incorporating pauses for approvals and verification as needed, as well as alerting your team of any exception failures for qualifications such as exceeding credit limit, incorrect pricing, and out of stock items.  Properly implemented automation will increase throughput capacity by an estimated 30 times over a manually controlled process, and provide the fuel and foundation to grow.

Tip 4: Monitor Your Most Critical Fulfillment Statistics

As you would with sales and marketing statistics, pay close attention to the daily performance of your manufacturers, suppliers, and fulfillment partners.  Meticulously manage on time deliveries, accuracy, quality, throughput, and overall supplier performance.  Your partners are an extension of your supply chain and play a key role in keeping your customers happy and coming back for more.  Don’t be shy.  It is critical to address issues with partners as immediate as they occur, and make necessary adjustments on a timely basis.

Tip 5: Be Prepared and Think Ahead

There is little that is more harmful to your business than increasing your sales, and not being prepared to fulfill and ship as expected.  With the holiday season rapidly approaching, it’s not too late to establish the necessary processes and analytics that will make all the difference in the right ways.  While cost and budget should always be a concern, it’s prudent to take time now and think through the “what ifs” of achieving success in sales, and how you plan to meet customer demands.  Be prepared to scale, but also know what your limitations are.

Tip 6: Bonus Tip: Differentiate with Holiday Value-add

Now that you have addressed your fulfillment concerns, it’s time to focus on maximizing your sales potential by differentiating your products during the holiday season.  One simple, cost effective approach that works well is to offer holiday value-adds, such as  including a holiday promotional item, special packaging, or an incentive for a future order.   It doesn’t need to be fancy or costly, but well implemented value-adds will lead to positive feedback and increased repeat ordering.

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By We Integrate, LLC