60% cost savings by effective delivery management for an e-commerce business

Problem:

The client owns several e-commerce businesses. Each such e-commerce site sells only a specific product range. The products for each range are being supplied by multiple suppliers who in turn use several shipping companies to get their products delivered.

The problem faced by the client can be split into 2:

There are too many processes and touch points involved.
The client wanted a cost effective solution for their fulfillment process.

They had to set up an in-house team from scratch which would have cost them more, and during the process lose track of the existing deliveries. Since it was more feasible to outsource the tasks to another team, they decided to enlist Integra's help.

Client’s expectation from Integra

Our client wanted our team to manage the entire fulfillment support function. They wanted us to handle the order receipt, order categorization, and timely upload of orders.

They also wanted us to contact customers and inform them of the delivery schedule.

In case the customer found the delivery time inconvenient, our team was asked to reschedule the order as requested.

At the same time, our team had to convey these rescheduled timings to the respective warehouse/supplier.

Our solution to the problem 💡

To ensure the complete end-to-end fulfillment process for each order, we setup a dedicated team. Our customer service staff responded quickly and became proficient with all aspects of our client's business.

As part of our order fulfillment process handling, we prepared the necessary reports at the end of the day. Our client also received call logs and feedback from the customers along with the reports. Having this information lets them stay in the loop with our customer service team.

Our client would have spent at least 50% more on these tasks if they had done it in-house compared to outsourcing these tasks to Integra. Aside from saving costs, they also had instant access to reports and customer service.

Tasks handled 📋

Scheduling of deliveries and confirm schedule with buyer; reschedule as necessary
Manage ad hoc changes to fulfillment processes
Telephone customer support

Result 👍

62% savings due to improved order fulfillment process
Integrated customer support channels
Maximum staff efficiency with cross-training

At Integra, we collaborate closely with the client and offer them our expertise. Now that the order fulfillment process is streamlined, our client can focus more on better marketing strategies to get more qualified visitors. Our client knows and is confident that we will handle everything with regard to sales and after-sales service.