E-fulfillment is the key to customer satisfaction

Online shopping is expected to continue to grow strongly in the years ahead. New webshops are being opened every day. At the same time, traditional retailers are increasingly adding e-commerce activities, evolving into so-called ‘bricks-and-clicks’ companies. However, e-fulfillment is essential if companies want to offer excellent customer service in e-commerce. E-fulfillment covers all the logistics-related and administrative activities that follow on from a customer placing an order online. One feature of e-commerce is that customers increasingly want to determine where and when their parcel will be delivered, and to see the status of their order in real time. Therefore, it is necessary to integrally align e-fulfillment and the supply chain in order to ensure customer satisfaction.

E-fulfillment advice
At Groenewout, we have extensive experience of designing and optimizing e-fulfillment operations. When our consultancy provides e-fulfillment advice, our recommendations include 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
  • The optimal design of the warehouse or distribution center

Just as with all of our recommendations, you receive a complete overview of pragmatic solutions that are ready for direct implementation.

E-fulfillment for a new e-commerce product range
In order to give you a sense of our approach when providing advice on e-fulfillment, we are pleased to outline a project we completed for a large e-tailer. The e-tailer added to its product portfolio a new range of goods such as televisions, household appliances, fitness equipment and bicycles. These products required a different approach to storage and handling than the existing range. At Groenewout, we were asked to conduct a feasibility study into the amount of warehouse space required in combination with the optimal storage and handling method.

  • Integrating the ‘bricks’ and ‘clicks’ channels
  • Tendering logistics services
  • Integrating collection points into stores
  • Inventory sharing
  • Pick-location sharing
  • Consequences for cross-border logistics


Optimizing the supply chain footprint and designing the warehouse

Another e-fulfillment project was for a major traditional retailer. This ‘bricks-and-clicks’ organization was already successfully involved in e-commerce activities alongside its physical retail channel. Our client had grown considerably, and expected to continue to expand in the future, both in terms of volume and product range. Based on detailed calculations (quantitative analysis) we designed the optimal distribution center to meet the retailer’s future needs, whether as a brownfield or a greenfield site. We also developed a logistics model that would allow the retailer to update the project result whenever necessary. Furthermore, we assisted in developing the strategy relating to the combination of offline and online logistics and the use of pick-up/drop-off points and home delivery. Finally, we also provided recommendations about how employees themselves could continue to develop the e-fulfillment project.

More E-fulfillment references

  1. Coolblue
  2. Active Ants
  3. Bol.com
  4. Tell Sell

Would you like to know more about optimizing e-fulfillment within e-commerce? If so, please feel free to contact our expert:ign of the warehouse or distribution center

Arthur Zondervan

Arthur Zondervan
Managing Consultant & Partner
E: zondervan@groenewout.com
T: +31 6 5060 5356

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