So, you’ve already decided that outsourcing your order fulfillment is the wisest thing to do as you grow your business. What’s next? Do you start handing out contracts to the lowest bidder for each facet of your operations? The ecommerce industry is teeming with service providers for your fulfillment, contact center, parcel delivery, personalization, and other needs. You can be sure you will have many providers vying for your attention. But, there’s an easier path.
Here are four reasons why using a single-source partner for your entire ecommerce operations is often the best choice.
1) Visibility across all of your channels – and all of your operational departments
A single-source provider who handles all your operations is 100 percent accountable for results throughout the whole process. They can see the big picture and will be able to provide metrics that let you know how every area of your business is performing. From the warehouse to the contact center to the personalization department, a single-source partner will be able to track your orders, identify potential snags in the process, and work to make things run more smoothly – all without extra delays and costs because it’s all in-house.
2) Efficiency thanks to one point of contact for all operations
An uninformed contact center can spell big trouble for an e-retailer. Having to transfer the call to different representatives for questions related to each part of the order lifecycle – or placing them on hold so you can find the answer – only leads to disgruntled customers. Having one point of contact for your warehouse operations and your contact center ensures that everyone fully understands each others’ role in the order lifecycle and has the info on hand to deal with problems efficiently.
3) Cost, time, peace-of-mind savings
With a single-source provider, you’ll eliminate extra delivery costs, handling charges, and extended shipping times because everything will be done under one roof. More often than not, you’ll also be able to leverage the economies of scale and get a more competitive price on each part of your operations as a ‘package deal’ instead of pricing each individually with different providers. All of this means a more seamless experience for the customer, too – and you know what that means: MORE SALES!
4) Consistent, unified brand communication
Having your order fulfillment and customer care under the same roof just makes sense from a branding perspective. When your contact center understands the SOPs of your warehouse team, they can give intelligent, honest service to customers. Fulfillment can create an unboxing experience that matches your brand and elevate the customer experience. Best of all – when everything is in the same place, you’ll only have to train one provider. You’ll only have one executive team to train on your vision, goals, and unique brand traits. You can coach more effectively and frequently.
By seeking out a single-source provider, your business will receive the best service and achieve savings from leveraging economies of scale. And your provider will gain a new customer and provide meaningful work to their employees. Everyone wins!