Fulfilment: Do it yourself or let PORTICA take care of it?

An e-commerce company can manage its own inventory, i.e. handle goods receipt and storage internally.  Or it can commission a fulfillment service provider to take care of its inventory and all related tasks. If the company chooses the first option, it is responsible for stocktaking, checking the inventory, labelling and administering the inventory system. If the company chooses to outsource, these tasks are taken over by the fulfillment company.

If you decide to store your goods yourself, you can expect additional tasks. The main task here is to monitor the flow of goods (which items come in and which go out) so that you can place your orders at any time. Absolutely necessary: An efficient, scalable ERP system for controlling your inventory and order data.

Companies that outsource order processing do not need to get into the details of order processing, as they simply forward the orders to their fulfillment service provider (usually via interfaces to their own web shop) and let them take care of the rest. For companies that manage their own inventory, this is the part where the goods are retrieved from the warehouse, transported to a packing station, packed and ready made for shipment by the carriers.

Depending on the size, weight and specific requirements of the order, the best shipping method or carrier is determined. Attention: Fulfillment service providers often have an advantage here, as they receive different conditions due to their quantities than, for example, a single e-commerce retailer.

For online shoppers, the ability to easily return unwanted items is an important factor in the buying process. For the e-commerce company, however, returns processing is a high cost factor. Here it is important to take a close look at how, on the one hand, the number of returns can be reduced (for example, by using realistic product images and a crystal-clear return policy) and, on the other hand, how the handling process can be made as efficient as possible.

Whether by e-mail, chat or telephone: customer communication is one of the linchpins of your success. A good customer service increases your customer loyalty through a fast response time, efficient problem solving and competent product advice. The latter in particular can speak in favor for your own customer service staff, especially when it comes to high quality/expensive products or products that require explanation. However, your customer service should also be scalable, i.e. you should be able to react quickly, even with high order volumes.