Industry Focus Warehousing & Logistics
and purchasing wherever, however, and whenever they wish, retailers must be prepared to overcome the logistical nightmare of delivery on promise. Customers now expect immediate gratification and that means receiving their orders fast, often as fast as same or next day delivery, with little or no added cost. The faster you can process and ship orders, the happier your cus- tomers will be. On the flip side, the slower your order to delivery process, the more likely you are to lose sales and risk customer retention. The saying ‘speed is of the essence’ is cer- tainly true in this omni-channel world we now live in. However, that is easier said than done. The nature of omni-channel retail is that it opens you up to a much broader customer base with a wider geo-
Speed is of the essence W
Evan Puzey, chief marketing officer at Kewill, looks at what retailers can do to ensure goods are delivered on time and to the customer’s satisfaction
ith a 62% expected growth in e-retail sales over the next three years and with more and more customers interacting
graphic reach. While this is good in terms of opportunity, it definitely makes it more difficult to ensure fast delivery to all customers at a low cost. To be suc- cessful you must streamline your order fulfillment processes and put technol- ogy in place to automate and accelerate shipping, tracking and other critical transport and delivery processes. To put that into perspective, 62% of people are less likely to shop with a retailer online or by phone if their items are not delivered within two
Above: Evan Puzey, chief marketing officer at Kewill
days of the date promised, thus putting immense pressure on those retailers, globally. Retailers must look at accelerating
their order-to-delivery procedure by processing orders in real time so that they are completed and ready to go immediately. This requires a rethink- ing of core operational processes. Eliminating a siloed approach and implementing integration between order management and shipping man- agement systems is essential to avoid a time lag between orders being placed and the fulfilment process starting - adding to the overall delivery timescale. If a retailer is managing ful- filment, purchasing must be closely tied to demand and forecasting must be accurate to avoid stock outs. Having a seamless partner integration and demand forecast alignment can ensure your business is a success and your customers are satisfied.
Some quick tips to improving delivery speed would be, invest in technology to automate logistics processes; focus on integration across systems and partners; move to more real time information shar- ing across channels; streamline trade compliance processes and technology.
Kewill
www.kewill.com T: 0161 905 4600
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