Recent growth in ecommerce has seen in large numbers of small etailers enter the market, offering a variety of different products.
Typically, they will have developed an excellent website, be focused on SEO and marketing and have an excellent social media strategy. But product fulfilment, or more accurately end-to-end customer proposition fulfilment, is often seen as an afterthought.
But the customer proposition shouldnt end at the checkout. The micro business supply chain is key in the battle for online customers. As the final component in the relationship etailers have with their customers, the faster and more efficient delivery is, the better.
Research by Royal Mail has shown that delivery factors are responsible for two-thirds of abandoned online shopping carts, costing an estimated 1bn per year in lost sales. Getting this right is therefore key to generating customer loyalty.
The same survey suggested that 90 per cent of home shoppers will buy from an etailer again if they are happy with the delivery so offering a choice of delivery options and an easy returns experience is a huge part of delivering the customer proposition. How your firm can make sure this happens will vary depending on volumes, growth, business model and sector.
There is, however, a typical journey followed by most etailers and understanding where you are on the supply chain progression curve will help you develop a strategy for improving your operation, resulting in reduced costs and a broader customer proposition.
The features of each stage of development may vary according to individual etailers. However, once a few of the important ones are identified, then a business can quickly begin to understand what they need to do to progress towards the next phase in their fulfilment operations. The failure to do so can lead to a significant reduction in the performance of the fulfilment operation and ultimately seriously damage the brand.
The three stages of development that most micro firms will find themselves in are outlined below:
Utilising existing office space/kitchen table/spare bedroom
Manual order management
Spreadsheets managing data
Daily trips to local carrier depot for despatches
Adhoc returns processing
The features of stage will be familiar to most etailers whove started out by utilising the likes of a spare bedroom. Initially this is a cost effective way to start, you remain in control of the process and volumes dictate that significant investment in infrastructure won’t provide a sensible ROI.
If the business continues to grow, etailers will quickly move towards the next stage, where additional resources are needed. It is likely that this will include recruiting some staff to pick and pack orders and probably take on some additional space to house and process stock.
Businesses should seek as much flexibility here as possible when it comes to employment contracts and facilities leases. Volumes will fluctuate, so minimising unnecessary overheads is key.
Expanded into small premises
Staff performing heroics to fulfil orders in line with customer proposition
Some technology used to manage orders
Inefficient, poorly designed processes
Wasted time and cost
Picking errors and late deliveries
Carrier collections but at supplier discretion
Carrier rates uncompetitive
Now etailers will begin to develop an understanding of the processes involved in fulfilment and will begin to improve them. The opportunity to improve buying terms with suppliers, particularly carriers and packaging providers, will also occur as order volumes grow.
Simon Dixon is the managing director of supply chain and logistics advisors Hatmill. He has worked in supply chain management for the past 19 years, both in industry and in consultancy. Simon's client experience includes the top four UK supermarkets and over 50 other clients spanning sectors such as construction and ecommerce.
Ok, I admit it, Returns Saturday? isnt a defined day just yet but parcel collection services up and down the country recently braced for the inevitable wave of requests to return recent deliveries. more»