In this era of “I want it now”, consumers expect to receive their products faster and through flawless delivery but at the same cost. Companies have to be more innovative and strategic to meet these expectations while also improving their profit margins. Global trends, such as e-commerce, product proliferation, establishing close to customer regional fulfilment centres, and visibility to tracking products and services are the key challenges driving competition across industries may be overwhelming.
Our professionals understand and appreciate the complexity and rapid pace of the changing customer demands first hand and we help clients define their “customer promise” strategies and fulfilment solutions with results of 20% to 30% cost advantage amongst their peer group.
To help you optimise distribution and fulfilment, we focus on 3 key areas – promise to the customer, harnessing flexibility and measure and incentives.
Promise to Customer
We help you to define customer strategy and fulfillment solutions simultaneously (and iteratively). Strategies vary across customer type but promises act as a touchstone for customer vision throughout the organisation and help align your company to adjust fulfillment solutions in order to meet the customer commitments such as delivery speed commitments, product availability, free shipping costs and no hassle returns.
We help you establish built-in flexibility in your distribution and fulfillment to addresses changes in your target customers, product availability and delivery speed. This may include identifying strategic anchor sites for high demand or non-core regions that can service multiple customer types or increasing solution agility through external partners such third-party logistic providers (3PLs).
Measure and Incentivise
We help you define and utilise metrics and incentives that directly align with your fulfilment objectives. This may include multi channel financial incentives such as having a set of common bonus metrics for both store associates and e-commerce warehouse colleagues. We help you continuously adjust offerings to drive growth while balancing with profit performance.