Against a challenging economic backdrop, more eCommerce brands are scrutinising their warehousing and logistics operations to improve efficiency and cut costs while maintaining the quality of service provided to their customers. The pressure is on fulfilment providers to rise to the challenge and drive through sweeping changes to how they operate – from better use of technology to running a more sustainable fulfilment network.
So what three things should eCommerce brands prioritise from their fulfilment in 2023?
1) For excellent service: The human touch.
In the current climate, eCommerce brands need to pursue growth wherever it takes them while doing everything in their power to retain existing customers and keep them happy. This means that they are more likely than ever to want to speak to other humans about their fulfilment operations – whether to help them test a new sales channel or troubleshoot an urgent problem.
The problem is that across much of the fulfilment industry, employees have been steadily disempowered by the shift towards automating everything in the warehouse. In too many cases, they’re subservient to machines and given very little training to do their jobs well. This leaves brands dealing with customer service staff that don’t understand their business or customers, or worse, are unable to speak to a human warehouse team member.
A depersonalised, rigid approach to fulfilment won’t cut it when eCommerce brands have to use every ounce of creativity and ingenuity to keep their businesses growing. The human touch is needed.
2) For agility: Tech and data innovation.
Of course, humans are much better at their jobs when they have great technology supporting them. In recent years we have seen the steady adoption of promising new technologies across many aspects of warehousing and logistics operations.