How To Tell If Your E-Fulfillment Services Are Up To Snuff…

Food For Thought E-fulfillment services

What does “up to snuff” mean to you? For many people, it means satisfactory. In the world of e-fulfillment services, that might mean meeting industry averages when it comes to things like how long it takes call center agents to answer the phone, or how many orders generate returns. OK is fine for many companies. And that’s OK.

However, here at USA Fulfillment, we think “up to snuff” means something more than that. It means having outstanding people in every position, whether they’re assisting customers with orders or packing and shipping those orders. It means having state-of-the-art facilities and fully-integrated inventory and order management systems. Those things help deliver the highest quality e-fulfillment services to every customer, every time.

How can you measure that?

1. Metrics For E-Fulfillment Services

All your SLAs should have specific benchmarks, so you can measure results and know if you’re getting what you expected. We mentioned phone answering speed and the number of returns, but your call abandon rate, order accuracy, elapsed time from order to delivery, order completeness and inventory accuracy all speak to quality service – for your customers and for you as the client.

Employee turnover can be a particularly telling metric, too. The lower the attrition rate, the more likely your e-fulfillment services are being handled by happy, knowledgeable, experienced people.

2. Customer experience

SLAs aside, are your current e-fulfillment services boosting sales for you? Converting more new callers into buyers? Encouraging customers to buy more, or more often? Long-term revenue growth and customer retention comes from delivering an exceptional experience.

3. Safety and security

Delivering the best customer experience includes protecting their personal information. Protecting your company’s data is critical, too, not to mention protect your inventory from costly shrinkage.

A fulfillment partner that is up to snuff institutes across-the-board protocols to keep your products and data safe and secure. That includes key card facility access and monitored 24/7 video surveillance. If you’re in a regulated industry, that also includes providing an environment that protects product efficacy.

So how does your current fulfillment partner measure up? One easy way to tell if your e-fulfillment services are up to snuff is to grade them using our handy online test. See where you stand. Then let us know what you think. We’d love to have you visit our facility here at USA Fulfillment. When you see us in action and meet our people, you can see first-hand what “up to snuff” means to us.

Now that you know a bit more about choosing an e-fulfillment services, you can take one of the following three steps to continue journey in finding the top fulfillment companies.