Challenge
The client, a consumer electronics retail chain, rapidly expanded its e-commerce marketplace beyond electronics to include home decor, garden, and kitchen categories. The company adopted a dropshipping model for select categories and vendors to minimize high inventory costs. However, the fulfillment process presented challenges, including:
- There is a need for seamless electronic data interchange (EDI) with vendors for order forwarding.
- Manual verification of customer and supply orders to ensure order relevance.
- Ongoing coordination with vendor warehouses to track order readiness and shipment scheduling.
- Collaboration with courier services for timely deliveries.
- Providing status updates and customer feedback as necessary.
The process was labour-intensive for internal supply chain coordinators, detracting from their capacity to focus on growth-driving initiatives.
Solution
By outsourcing dropshipping order management, Well Chained provided:
- Automated EDI integration for efficient order forwarding.
- Expert verification processes to ensure order accuracy.
- Coordinate with vendor warehouses and courier partners in real time for seamless fulfillment.
- Proactive order tracking and customer feedback support.
This allowed the client’s internal team to redirect resources toward enhancing digital marketing efforts while benefiting from improved customer service and supply chain reliability.
Outcome
- Increased customer satisfaction due to faster and more reliable fulfillment.
- Streamlined operations, reducing internal resource strain.
- Greater focus on core business growth areas, including digital marketing and customer acquisition.
