February 6th, 2018 | 1 min read

Author: David Beaudet

Master E-commerce Distribution with Effective Communication

Shifting from traditional distribution to e-commerce, you must develop adequate communication channels between operations and the rest of your organization to maximize both sales and customer satisfaction.

So, who needs to talk to whom about what?

Marketing and Operations

Online buying habits are often influenced significantly by promotions. Before Marketing launches an initiative to increase sales on specific products or time periods, it must inform Operations with the details in order to proactively organize the pick line and workforce in preparation.

Customer Service and Operations

1. Customer Service must document credits (reason, product, order number, etc.), categorize them and communicate the information so Operations can analyze them, find a root cause and take corrective action.
2. Customer Service must be able to answer questions from customers about their orders and inform them proactively about any delivery delay, which requires Operations’ input.

Information Technology and Operations

A close collaboration between these departments is critical to your success. Many aspects of the company’s software application park are impacted by changes from adapting to e-commerce distribution. Whether it is the ERP, WMS, CRM or website – most likely all of them – compromises are required, and it is important not to underestimate systems integration.

Procurement and Merchandising

The company now supplies two distinct but interrelated operations – wholesale or retail and e-commerce – and this impacts how certain products are bought (quantity and frequency).

Transitioning to e-commerce is an ongoing process. Consider seeking professional guidance to design a long-term strategy for optimizing your existing DC.

For in-depth guidance on integrating e-commerce into your existing distribution center, read our detailed guide: Integrating eCommerce Into Your Existing Distribution Center (lidd.com)

Ready to take the next step? We offer a comprehensive range of e-commerce fulfillment services designed to help businesses of all sizes navigate the transition seamlessly. Learn more on our services page by clicking below.

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