Chapter 4

Turbocharge your order processing

This chapter covers ways to streamline the processing you have to do after the sale has taken place, regardless of where the sale originated, how it was paid for, and how it’s being delivered to the customer.

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By Chris Tanner & Derek O'Caroll

What's Inside

You’ve made a sale! Happy days. But getting to this point is only half the story. Now you have to ship it, update inventory, do the accounting, and tell the customer about tracking numbers and shipment updates.

Retail workflows, like buying in-store for home shipment make life even more complicated. And what if the item is drop-shipped from supplier? Or fulfilled by a third party logistics provider?

Providing a seamless, consistent omnichannel experience for your customer isn’t easy, but it is possible.

This chapter covers ways to streamline the processing you have to do after the sale has taken place, regardless of where the sale originated, how it was paid for, and how it’s being delivered to the customer.

Turbocharge your order processing

Our panel of retail experts discuss each chapter in detail with the authors of the Omnichannel Survival Guide

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When someone hands over their money to you, they want to know they are going to get the right items, on time. You need to stick to delivery time promises, and make sure you don’t make any mistakes at the picking or packing stage.

And if anything changes with their order, they want to know about it. In fact even if there are no problems or no changes to delivery time, people love being kept up to date. A quick notification goes a long way to strengthening your brand.

As the retailer, your wants are pretty much the same as your customers’ when it comes to fulfilment. You want to process orders in the least time possible to minimise the number of people you need for a given amount of revenue, and so that you can get the order handed over to the carrier as fast as possible.

You want zero packing mistakes, because shipping the wrong item to the customer is expensive. We all know that catching problems early is much cheaper than discovering them after the goods have left your store or warehouse. Mistakes also damage your reputation and reduce the chance of customers coming back to buy again. A pretty bad situation all round, really.

You want your customers to be over the moon with the service they have received. Not only so they come back as a repeat customer, but so that they shout about your brilliant company to their friends and colleagues.

Speed, convenience and accuracy now define an optimal shopping experience. Customers are far less patient about waiting – for great deals, new goods to show up in stores, and for order deliveries.

Customers care about delivery speed and convenience - and will pay more for it. In the UK, 40% of buyers are willing to pay more for next day delivery. Source: Econsultancy

So, how can you deliver on time, every time?

omnichannel guide

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