Your fulfillment, disrupted
Brick and mortar store fulfillment capabilities used to be straightforward cash-and-carry. Post-disruption, we have Save the Sale, Buy Online Pick Up in Store (BOPIS), Buy Online Return in Store (BORIS), Clienteling, Ship to Store and Ship from Store. Customers have information at their fingertips on their smartphones, so the roles of Call Center employees and store associates have changed. They’re expected to be brand ambassadors – to be able to find a customer’s order history, check inventory across the global network, modify in-flight orders, and find up-to-the-second information on the status of an order. Associates now also serve as fulfillment staff, performing pick, pack and ship functions.
Staying competitive means having the right mix of delivery options that best fits your clients. It might be same-day delivery to homes, easy click and collect or even lockers in subway stations in London. The point is that you need to give the clients who love your brand, or who you want to love your brand, the range of options that suits them, and that might change by demographics or region. Staying afloat as a business requires offering all these options profitably.
Supporting all of these options requires a powerful and agile order management foundation, one that has a global view of customers, orders, and inventory. Most organizations haven’t formalized new order management processes.