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Integrated Fulfillment Has Many Benefits by Phoenix Delray
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Integrated Fulfillment Has Many Benefits |
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Business
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When a company integrates front-end order acquisition processes with back-end fulfillment systems, or integrated fulfillment, demand for products and services can show up on the supplier’s system much sooner, and with more accuracy, than with outdated disconnected order entry processes. The outdated processes often carry a higher error rate, and almost always result in delayed communication of the new order information throughout the supplier's business. Unfortunately, order entry delays frequently start a chain reaction of events that ultimately lead to missed customer expectations. When this chain of events happen, it leads to unhappy customers and loss of future business opportunities. By integrating customer-facing eCommerce systems with back-end fulfillment workflows, errors are reduced, order fill rates go up, order exceptions are handled more proactively, and the supplier's ability to deliver what they promise becomes a reality. Integrated fulfillment is definitely the way to run a business. Customers want to know what the status of their order is throughout the fulfillment process, until the order reaches their receiving dock or front door. By using integrated fulfillment procedures customers can not only place orders, but they can come back to the supplier's site to check order status and shipping information. This also gives them another opportunity to shop and buy. In addition, this information can be proactively delivered in system-generated email messages, resulting in higher satisfaction ratings and even more opportunities to engage the customer. Customer-facing, self-service portals can also provide the customer with an ability to ask for customer or technical service help through incident origination and tracking capabilities. Again, the customer is exposed to products, services and information, which is much more effective than trying to deliver that same information during a technical support phone call. Besides communicating order status information during the fulfillment process, and providing incident origination and tracking capabilities, suppliers can improve customer satisfaction and provide yet another self-service capability by integrated fulfillment systems with shipping systems. The systems help in the preparation of shipping documents, they also help with tracking by giving clients information throughout the delivery process at the click of a button. When you give a customer with the ability to track their own shipments, suppliers can cut down on the number of unproductive calls to salespeople and customer service staff and at the same time satisfy a vital customer inquiry. The information can also be routed back to the supplier's website, which provides yet another reason for the customer to come back and shop some more while checking the status of an existing order. Integrated fulfillment has many benefits and should be taken advantage of to improve overall customer satisfaction. To learn more about integrated fulfillment, please visit us on our website.
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