Does Your Order Fulfillment Partner Know Your Customer?

Outsourcing your order fulfillment operations is a great way to make the operations side of your business shine while you concentrate on the sales and marketing.  However, letting go can be a little worrisome for some businesses. How do you know that your fulfillment partner understands what your customers want? Here are 3 ways to make sure your they know your customer just as well as you do.

Brand Training: In-depth brand and product knowledge is a must to understand your audience and to communicate better with you and your customers. Your fulfillment partner needs to know what your business is about and what your brand stands for. Educate them on the nuances of your market, your product and your business strategy. Share the type of tone and style needed for interacting with customers to ensure the experience feels seamless.

Good Communication: For any supply chain to work well, there needs to be constant communication and prompt response. Your procurement, marketing and contact center teams should be aware of inventory levels and accounting in the warehouse so that they can plan and execute their roles better. You need to know the state of affairs at the back-end in order to forecast better and talk to your suppliers.

Client Success Manager: It also helps to have an in-house ‘point-person’ or manager whom you can talk to regarding any changes you want or concerns you have. Keeping one person in charge makes communicating with the rest of the order fulfillment team easier, creating less chances of errors. You can also keep yourself updated on the daily happenings in the warehouse.

At Fifth Gear, we treat your customer as our customer. Being the business of catalog and online retail for 30 years, we understand what it takes to keep customers happy. At Fifth Gear we understand what your brand stands for beforehand and train our staff to handle queries and operations accordingly. Each client is assigned a dedicated client success manger, to foster open dialogue on the day-to-day happenings of your business from inside the warehouse. We take the trouble to understand your long term goals and strategies and incorporate those goals to achieve operational efficiency.

 

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