Visibility is crucial for good decision-making. The more you can see directly into a problem and recognize what’s causing it, the better equipped you’ll be to solve it.
When it comes to optimizing your post-purchase operations, more visibility into how your ecommerce business is running on the backend can help you better deliver on your promises and win over more customers. It can help you get ahead of logistics problems, see inefficiencies that would otherwise go unnoticed, and pinpoint areas for improvement and reallocation. You’ll gain access to insights that can help you improve how customers view your brand.
Below, we discuss how gaining more visibility into your post-purchase operations can help you be more efficient at work, and get a leg up in the marketplace:
Keep tabs on performance trends to optimize operations overall.
By marrying order and carrier data, you can gain a unified view of what’s going on operationally across the board. This puts you in an ideal position because you’ll have all the information you need to recognize where you should make changes to improve processes. With a direct view into how your network performance is trending over time, you can pinpoint the best opportunities for enhancing workflows and optimizing your customer’s delivery experience.
Make more informed decisions about where to allocate resources.
Luckily, it’s not rocket science—with more visibility into high-level operations and drill-down capabilities, you’re suddenly in a position to make smarter business decisions. By delving more deeply into your order + carrier data, you’ll be able to see exactly where to allocate your resources to a) avoid potential problems and b) maximize potential efficiencies. For example, if deliveries heading to a specific destination are experiencing more delays than other places, you can take a closer look at what’s happening at that specific distribution center to determine what exactly is causing the issues.
Identify customer issues before they become big problems.
Let’s say that one of your distribution centers is dealing with higher order volume than expected and now you’re in danger of missing your delivery date promises. If you can see the inevitable before it becomes a customer service nightmare, you can nip it in the bud, calling in transit backup to get everyone’s orders to their doorsteps on time, or maybe upgrading shipping for higher value purchases at no extra cost to the customers. Especially now as we get into peak retail season, having this kind of visibility is crucial for ensuring your customers have a positive experience with your brand.
Report on results at a high level to keep your executive team happy.
What do you show your boss or executives when they ask how operations are performing against customer expectations? What do exceptions trends look like month-over-month? Where can you optimize and improve logistics across the board? A robust backend reporting solution with filters can help you surface and report on the important, specific data points your executive team wants to hear about.
Especially as we get into peak retail season, having visibility is crucial for ensuring your customers have a positive experience with your brand.
How can retailers start gaining more visibility into their operations? Here are a few best practice tips for getting the ball rolling with your team:
- Marry disparate data systems—including carrier data, order data, customer feedback, and post-purchase engagement—for a fully-fledged picture of what’s happening.
- Ensure status codes are normalized to cover all stages of shipping and exceptions across the gamut of available carriers.
- Create easy-to-understand dashboards that let you dig into and report on every aspect of the post-purchase journey.
With more visibility into how your post-purchase operations are running, you can better position yourself to stay ahead of logistics problems and make sure your customers are satisfied with their experiences.
Interested in learning more about how your team can improve visibility across your networks and logistics operations? Get in touch with one of our post-purchase experts to chat about the best options for your business.