Our executives were pressuring us to increase sales when it came to retailers as well as our ecommerce site. There was no reason we couldn’t double our sales or more.
The problem was, there was resistance from our operations team. They had already been working around the clock to fulfill the current orders, and thus, couldn’t see how they could grow the sales profitably within the sales and cost targets provided by management.
Their challenge was that they had multiple sources of orders, and the company had invested in many great systems and ERPs but they still couldn’t fulfill to 100% customer satisfaction in an efficient manner. The systems were not in sync, not communicating efficiently or at least in a timely manner.
Orders were coming in from their website, their wholesale/retail customers as well as their sales reps. Inventory was not consolidated frequently enough or routed efficiently and hence not always accurate. By the time they validated the order, they realized they couldn’t fulfill 10-15% of the orders due to lack of inventory and/or timeline commitments. At this point, their team was spending their time calling customers to apologize for backorders and timeline delays. Consequently, right off the bat they lost 10-15% of the orders and upset their customers, which in turn generated negative word of mouth, and poorly impacted their marketing spend.
Not only did they have to cancel or edit a significant amount of orders, but they also had to spend hours validating, compiling or re-arranging and re-prioritizing the data from orders, to generate the right pick and pack reports for the floor to work on. A lot of consolidation and adjustments had to be done manually. Furthermore, what they didn’t realize until after customers received their packages was that there were so many mistakes done throughout pick and pack due to data being wrong or not presented easily enough to fulfil accurately. Customer call volumes upon receipt was high leading to high returns and refunds, and once again, very negative word of mouth. Another 5-10% of orders lost. Not to mention the cost of customer service extended hours to resolve these issues.
The team kept telling management that even if they were to spend more on their website and marketing, there was no way they would be able to get to the growth they wanted. That is, until they found Orderbot!
Orderbot was the perfect solution to help solve their problem and make every order a perfect order and lead to customer satisfaction – they were now seeing recurring orders, positive word of mouth and increased clientele. Orderbot ensured their order was a good order from the get go. Their inventory was right no matter how many order sources and sales channels they added. And more importantly, the team was now able to manage customer expectations on delivery timelines as well as help with the floor pick and pack accuracy.
With this change, they were now able to take on an unlimited amount of orders and fulfill with 99% accuracy instead of 75-80%, meaning more sales at a lower cost and better margins! With a way to measure their perfect order score and with dashboards transparent to the entire organization, their perfect order score was never going to drop again, making them a real reliable shopping experience to both retailers and end consumers!
Remember, the only way to grow your sales is to deliver on what you committed to deliver!