Can a warehouse management system be key to customer satisfaction?

Can a warehouse management system be key to customer satisfaction?

7th December 2018

In today’s connected world, customer satisfaction underpins the growth of a business. No longer is the relationship simply transactional, it is personal. Customer lifetime value is paramount for brand sustainability, therefore it is vital to automate, streamline, engage in real time information and manage exceptions to ensure the consumer journey runs smoothly to foster this desired lifetime relationship.

Communication throughout the entire order journey via the various customer touch points is vital to the relationship, failing to do so in modern society does not bear thinking about, the consequences can be harsh.

Although there are many ways to ensure overall customer satisfaction, one that underpins the consumer order journey is a dynamic warehouse management system that supports clear communication with the customer at order status levels.

A warehouse management system (WMS) provides key information to your sales channels via the order management system (OMS), the OMS supports your sales channels with all the product, inventory and customer information required at the point of purchase through to automated order updates, with the customer informed at all stages and importantly for when returns come into play too.

Customers are accustomed to fast and timely delivery, with Amazon setting new benchmarks delivering same day in major cities. Untimely delivery due to inaccurate inventory or poor warehouse performance heavily impacts customer satisfaction. Failure to deliver within the expected time ultimately leaves the customer dissatisfied resulting in a negative relationship and possible bad publicity, an event which is hard to recover from once this line has been crossed.

By automating processes and streamlining resources, a warehouse management system can limit human error, provide timely information, optimise inventory and ultimately minimise complaints through managing customer expectations. By using a warehouse management system designed with automation core, you’ll solve many manual warehouse issues including rising labour costs, leaving more budget to be reinvested to improve other areas of the customer experience.

Customer convenience is critical, if you have stores or drop off points like Collect Plus, globally integrated inventory using the warehouse and stores together will facilitate click and collect, pick & ship from store with integrated carriers and return to store, which satisfies the customer and uses stock efficiently by enabling it to be sold again.

It is imperative that a warehouse management system can provide a solution for when things go wrong. For example, if at picking a stock item is damaged, an expected stock delivery has not arrived, or an order is lost by the carrier, automated and timely communication can manage customer expectations, by quickly and effectively rectifying the issue and have a replacement order sent out, ultimately managing customer expectations.

The warehouse management system is simplified by automating processes and streamlining resources. This simplification means that there is less room for error. This will increase customer satisfaction as less errors with an order are made.

A robust warehouse management system supporting the OMS will have accurate stock levels and facilitate pre-orders and back orders whilst also being able to provide a status on all orders in real time. This improves customer satisfaction as consumers can see what is in stock on the website, can pre-order new releases and see where their order is in terms of dispatch.

The ability to anticipate and predict changing consumer and product trends is vital to ensure business growth and staying current in a fiercely competitive market. A modern WMS system will allow you to adapt, evolve or change processes to support the business need. An effective warehouse management system can generate reports and use dashboards views, displaying internally the performance of its resources and productivity. This also allows the business to analyse real time information that may highlight areas of the business to improve for that better consumer and operational experience.

By having a highly tuned warehouse, it will improve overall customer satisfaction and increase customer retention rate. MNP are proven and well placed to provide you with a warehouse management solution.

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