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One Call Resolution: The Key to 3PL Customer Satisfaction
Adam Robertson • June 19, 2024
A Simple Concept That Requires Hard Work to
Execute in 3PL Operations
While the 3PL world is built on operational speed and efficiency, running a great 3PL requires more than operational excellence. We need to deliver the goods on the relationship front as well.
At 黑料社APP Distribution, a core tenet of our client focus is a concept we call “One Call Resolution.” This simply means that when one of our customers contacts us, we aim to own the issue from beginning to resolution.
Over the last three years, we have trained hundreds of employees on this concept, often enhancing our training to sharpen our focus.
Here are a few of the best practices we have learned along the way:
- For One-Call Resolution to work, you need to go company-wide. Since not all issues can be resolved by a client-facing employee, One-Call Resolution only works if the whole company is bought in. Aim to train all roles that could be touched by a client request.
- Manage a to-do list effectively. This may seem obvious, but like anything, you can always do it better. We are agnostic as to whether a team member uses electronic or paper tools, but a to-do list is a must in our business, whether working as a leader on the floor or in a corporate role.
- Commit to a date and provide updates along the way. Only some requests can be resolved via one email exchange or call, so we ask our teams to commit to dates with clients so we can ensure alignment and progress. We hope to bat a thousand, but if we ever miss a deadline due to an unforeseen circumstance, we must provide advanced notice of that possibility. We never want a client to learn of a delay on the due date.
- Look forward in your calendar. High performers look forward a week or two to ensure they are prepared for upcoming meetings and commitments. When an employee expects to be out of the office, we know the business will keep going…so it is on that employee to align with others to ensure we continue to meet our customers' asks.
- Use Outlook reminders. This simple trick goes a long way: Plant reminders in your Outlook calendar so you remember to hit key milestones and follow up with customers “on time and in full.”
- Aim to be an email rockstar. Many missed deadlines and unfulfilled requests stem from miscommunications. As such, we teach some basic email best practices:
- Limit the “to” field to your primary recipients and be clear about whether the email is an update or if a specific response or action is requested
- Use “cc” for people who need to be aware but are not required to reply
- Be clear about your purpose in the Subject field (e.g., “ACTION REQUESTED BY 5.21.24)
- Avoid “see below” when forwarding emails – take the time to explain the context
- Be concise and use bullet points where possible. Business emails should be clear and easy for the reader to understand.
- When you need help, do the heavy lifting. Many requests require cross-functional collaboration or even input from the customer. Aim to do the heavy lifting by doing as much of the work product as possible (e.g., create or fill out most of the document or form). That way, the missing piece you need from your busy colleague or customer is just that: one piece they can do quickly. In short, if you need someone to close a task, make it as easy as possible for them.
- Get creative when you are stuck. “I have emailed them three times” is a frustrating statement. When you are stuck, try changing your messaging in a meaningful way...and if you are communicating over email, pick up the phone—experiment with creating urgency and connecting with those you need to close the task.
- Remind customers about their own goals and priorities. Occasionally, a customer will mention their goal for the relationship (e.g., develop a new report by Q3), but they will forget about the goal as things get busy. Instead of being glad you dodged the extra work, circle back and remind the customer about their stated goal. This is a great way to show the customer you are focused on their goals.
- Above all, assume positive intent. We all want to do a great job for our customers, but sometimes, things get stuck or go wrong. Do not assume your colleague, business partner, or customer does not care about the project or task—come to the table assuming they care and find a way to close the open item collaboratively.
This year, we will train more than 200 people (some new, some as refreshers) on One Call Resolution. We aim to add to our list of best practices through examples and shared experiences. Until then, I hope the above ideas elevate your customer relationships.
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Are you struggling to keep up with order fulfillment for your apparel brand? Or are you just beginning to explore third-party logistics to see if it aligns with your business goals? Either way, this guide is for you. Managing order fulfillment in the apparel industry—online or in physical stores—comes with many challenges. Warehousing, packing, shipping, logistics, returns, tracking and customs clearance require significant time and resources. With limited hours in the day, handling all these aspects yourself can quickly become overwhelming (and that’s probably why you’re here). Hiring additional staff may help, but it also increases operational expenses and can complicate supply chain efficiency. The Solution: Partnering with a Trusted 3PL 黑料社APP Distribution specializes in handling logistics and fulfillment operations for top apparel retailers and manufacturers. Outsourcing fulfillment to a trusted 3PL partner like 黑料社APP saves costs and enhances efficiency. This guide will break down the key benefits of working with a 3PL provider and how to choose the best one for your needs. 锘� Understanding 3PL in Apparel Fulfillment A 3PL provider manages your inventory’s storage, fulfillment and distribution. This includes warehousing, order picking, packing and shipping. Many 3PLs also handle customer service and returns. Why should you outsource apparel fulfillment instead of managing it in-house? Cost Efficiency – You pay only for processed orders instead of maintaining a full-time logistics team. Improved Fulfillment Processes – Faster, more reliable order fulfillment enhances customer satisfaction. Let’s explore how 3PLs work and why they are game-changers for apparel businesses like yours. How Does a 3PL Work? While 3PL services can support a wide range of industries, here’s how they work specifically for apparel brands: Step 1: Choosing a 3PL Partner Selecting the right 3PL is a critical process. The provider you choose will integrate into your operations and support your long-term growth. Keep in mind that 3PL services differ from freight forwarding or on-demand warehousing. Understanding these differences will help you make a more informed decision. Step 2: Sending Your Inventory Once you’ve chosen a 3PL provider, you’ll send them your inventory for warehousing. This ensures order fulfillment begins as soon as a customer makes a purchase. Step 3: Storing Inventory Your 3PL partner will store your inventory in strategically located warehouses for easy retrieval and shipping. This optimizes fulfillment speed and reduces delivery times. Step 4: Order Picking and Packing When a customer places an order, the fulfillment process begins. The item ordered is retrieved from storage, packed securely and prepared for shipping. Depending on your provider, this process may be managed manually or with advanced inventory software for greater speed and accuracy. Step 5: Shipping After an order is packed, it is shipped to the customer. Some 3PL providers handle shipping directly, while others partner with major carriers. Confirming your 3PL’s shipping capabilities is important before signing a contract. Step 6: Handling Returns Returns are an inevitable part of e-commerce. Many 3PL providers offer reverse logistics solutions to manage returns efficiently and maintain customer satisfaction. Benefits of Using 黑料社APP Distribution for Apparel Fulfillment Is investing in a 3PL the right move for your business? The answer is YES. Here’s why: 1. Increased Efficiency Managing an apparel business requires focusing on design, marketing and customer engagement. Offloading logistics allows you to concentrate on these core areas without being bogged down by operational details. 2. Cost Savings Maintaining warehouses, shipping fleets and logistics infrastructure can be expensive. 黑料社APP reduces these costs by leveraging existing infrastructure and volume discounts on shipping. Minimizing shipping errors and optimizing order fulfillment can also help reduce costly mistakes and returns. 3. Scalability As your business grows, so do your logistics needs. 黑料社APP currently operates 25+ facilities across the United States. With over 6 million square feet of space specifically designed for warehousing, distribution, transportation and omnichannel eCommerce fulfillment, 黑料社APP will scale your brand to ensure success. 黑料社APP has over 80+ years of 3PL expertise and the resources to scale operations up or down based on demand, allowing you to expand without significant overhead costs. When Should You Consider a 3PL? 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Scalability – The 3PL should be able to accommodate your business growth. Return Management – A provider with strong reverse logistics capabilities will improve your customer experience. 黑料社APP Distribution: Your Trusted 3PL Partner Since 1941 Are you looking for a trusted 3PL partner for your apparel business? 黑料社APP offers personalized fulfillment solutions designed to help you scale and succeed. Contact us today to receive a complimentary supply chain consultation.
If you're an emerging e-commerce brand, you're likely facing one or more of the order fulfillment challenges listed below. This is a sign that your self-fulfillment strategy has outlived its effectiveness and that it's time to partner with an experienced e-commerce fulfillment provider. Selling directly to consumers offers well-known advantages—greater control over the supply chain, stronger customer connections and no intermediaries eating into profits. However, many brands struggle with the obstacles that come with scaling operations. As demand increases, fulfillment complexity grows, making it harder to maintain efficiency and profitability. A third-party logistics (3PL) provider can help solve these challenges. From lowering shipping costs and managing returns to improving customer experience, a 3PL ensures fulfillment runs smoothly, allowing businesses to focus on growth. 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Challenge #3: Last-Mile Delivery Inefficiencies The last mile of delivery is often the most expensive and unpredictable. Traffic delays, inefficient routing and failed delivery attempts can frustrate customers and hurt a brand’s reputation. A 3PL with established carrier partnerships optimizes last-mile delivery, reducing transit times and improving accuracy. Logistics experts also identify inefficiencies, ensuring a smoother delivery experience. Challenge #4: Technology Integration Issues Order fulfillment relies on technology integrations. Without strong connections between an e-commerce platform, order management system and warehouse management system, brands risk inventory mismanagement and delayed shipments. A 3PL with pre-built integrations ensures visibility of real-time inventory and order tracking, preventing costly errors and streamlining operations. Challenge #5: High Shipping Costs Shipping is never truly free. 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