2023 was an incredible year for We Are Fulfilment, as we experienced unprecedented growth in our eCom fulfilment services. However, with fast growth came new challenges that tested our capabilities and capacity. In this post, I'll share some of the major challenges we faced and how we overcame them.
Challenge 1: Meeting higher customer expectations
As marketplaces became even more competitive, our partners expected faster, cheaper, and more convenient delivery options. They also wanted more transparency and communication about their stock, orders and returns. To meet these expectations, we had to invest in improving our technology, processes, and customer service. Underpinning all of this was upskilling our people.
Some of the solutions we implemented were:
- We met our partners expectations by assembling the strongest operations team in Craig Morrison, Michael Harper and Mandy McCormack.
- Exploring stronger solutions from our current cloud-based platform and others to automate and optimise our inventory management, order processing, and shipping.
- Offering more delivery options to our partners.
- Offering enhanced shipping and pickup options, such as next-day delivery, pickup, and urban same-day delivery partnerships such as Quiver.
Challenge 2: Expanding our customer base and reach
As ecommerce became more global and diverse, we had to expand our customer base and accommodate their needs. We had to deal with different languages, cultures, regulations, and preferences. We also had to compete with local and international players, who had more experience and resources.
Some of the strategies we adopted were:
- Developing our website capabilities so we could share messaging and updates with partners instantly.
- Partnering with local suppliers and logistics providers, who had better knowledge and access to the markets.
- Building trust and loyalty with our customers, using reviews, testimonials, and referrals.
Challenge 3: Scaling our operations and infrastructure
As ecommerce grew rapidly and unpredictably, we had to scale our operations and infrastructure to handle the increased demand and complexity. We had to deal with fluctuations in orders, inventory, and delivery. We also had to ensure the quality and security of our services.
Some of the measures we took were:
- Promoting Meg Zanker (someone who's been with We Are Fulfilment since Day 1) to monitor and develop continuous improvement within all areas of the business.
- Increasing our warehouse space and staff, using flexible and modular solutions, such as on-demand warehousing and temporary workers.
- Upgrading our equipment and software, using the latest and most reliable technologies, finger touch scanners.
- Implementing quality control and risk management, using standard operating procedures, audits, and contingency plans.
- Enhancing our data security and privacy, using encryption, firewalls, and backups.
2023 was a challenging but rewarding year for We Are Fulfilment, as we grew our business and overcame the obstacles of fast growth. We learned a lot from our experiences and improved our capabilities and capacity.
Perhaps most crucially, we prepared for the future with a new team encompassing more experience. We can't wait to introduce them to our partners in 2024.
We are proud of our achievements and grateful for our customers, partners, and employees. We look forward to continuing our growth and success in 2024 and beyond.
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Written by Trent Peek, Co-founder & CEO
December 2023
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We Are Fulfilment can help supercharge your eCom with tailored solutions designed for your needs.
Please fill out the information opposite, so we can understand how best we could work with you.
The We Are Fulfilment team are available weekdays 8am-5pm.