E-fulfillment is the key to customer satisfaction

[Source: bol.com fulfilment center Waalwijk]

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E-fulfillment

E-commerce – also known as online shopping – has received a huge boost during the coronavirus lockdowns and the strong growth is expected to continue for the foreseeable future. Companies that supply both to retailers and directly to consumers will see an ongoing shift in the balance. The e-commerce boom has a major impact on logistics activities in the outbound order flow and in the handling of returns. It is important to design the logistics set-up with these activities in mind, and that’s exactly what e-fulfillment does.

E-fulfillment advice

At consulting firm Groenewout, we have extensive experience of e-commerce, of designing and optimizing e-fulfillment operations and of streamlining all logistics operations. As part of our e-fulfillment advice, we design the optimal supply chain set-up for you. This includes aspects such as:

  • Integrating the ‘bricks and clicks’ channels
  • Tendering logistics services
  • Integrating collection points into stores
  • Inventory sharing
  • Pick-location sharing
  • Consequences for cross-border logistics
  • Optimal warehouse design
  • Mechanization of the operational processes related to both order picking and order packing

Besides optimizing your existing processes, as part of our e-fulfillment advice we also evaluate whether your processes could be mechanized, such as to reduce labor or other costs. Just as with all of our advice, you receive a complete overview of pragmatic and ready-to-implement solutions, including a number of detailed mechanization concepts and our reasoning behind the recommended option.

Omnichannel: a smooth customer experience across various channels

An ever-growing number of companies are supplying not only to retail stores but also directly to consumers and hence successfully tapping into the long tail strategy. The definition of omnichannel is ‘a smooth customer experience across various channels’. It is sometimes confused with multichannel, but there is an important difference. Multichannel refers to parallel supply chains towards end customers, whereas the end customer is at the very heart of omnichannel. In fact, the customers themselves decide between the various sales channels – such as whether to make their purchase in a bricks-and-mortar store, in a web shop or in an app. Omnichannel also includes giving customers the choice of having their items delivered or picking them up from a collection point. All the channels are seamlessly aligned with identical terms and conditions, payment options and returns options.

Groenewout supports you with expert e-fulfillment advice

The End-2-End (E2E) supply chain management approach automatically has a positive effect on the e-fulfillment process and hence on the overall customer experience. The experience is further enhanced by more speed, transparency, choice and a sound returns policy. Additionally, the last mile deserves extra attention. When it comes to the customer experience, smart delivery options that are focused on customer satisfaction and sustainability make a crucial difference. We are happy to advise you on how to improve the customer experience in your e-commerce business.

Would you like to know more about optimizing e-fulfillment within e-commerce? If so, please feel free to contact our experts.

FAQs

  • In short, e-fulfillment is the processing of orders in web shops. The entire process, from the receipt and storage of goods to the dispatch of orders, including returns, is covered by e-fulfillment.

  • Our e-fulfillment advice includes topics such as:

    • Integrating the ‘bricks and clicks’ channels
    • Tendering logistics services
    • Integrating collection points into stores
    • Inventory sharing
    • Pick-location sharing
    • Consequences for cross-border logistics
    • Optimal warehouse design
    • Mechanization of the operational processes related to both order picking and order packing
  • Please feel free to contact our consultants. We’re here to help!

Need advice?

Topics in E-fulfillment

What is the meaning of e-fulfillment?

The term e-fulfillment is used to describe the handling of online orders placed through web shops. It covers the entire process, from the receipt and storage of goods to order shipment and returns. Because of the demand for ever-greater speed and the growing trend towards next-day delivery, e-fulfillment is set to become an increasingly complex challenge.

Besides that, returns management will continue to be a major and costly obstacle to success. All of this makes effective e-fulfillment essential in e-commerce. If you really want to provide optimal customer service and stay a step ahead of your competition, it is time to focus on e-fulfillment.

From B2B / B2C to E2E in SCM

Efficient supply chain management not only keeps customers happy by ensuring that goods arrive on time, but also saves costs for manufacturers by reducing waste. There is a noticeable shift underway from B2B/B2C supply chain management to end-to-end (E2E) supply chain management. E2E supply chain management means that the entire supply chain operation is designed so as to increase the interoperability between the various pieces in the supply chain puzzle.

E2E is particularly interesting for larger organizations because it gives them greater control over all logistics activities. For example, it enables real-time adjustments to be made in the upstream supply chain in order to anticipate and manage delays and other disruptions more effectively.

References

A selection of our customers