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Beyond Just a Delivery Service Priority . Shipping is a Retailer ’ s Responsibility Too
SMBs need to gain control over their shipping process through having better inventory visibility .
By George Pepes , APAC Vertical Solutions Lead , Healthcare and Retail , Zebra Technologies
In 2021 alone , the Philippines eCommerce market sales reached US $ 17 billion , and this is estimated to hit US $ 24 billion (+ 17 % growth ) through 2025.1 It is clear that eCommerce is quickly becoming part of the modern shopping experience .
Yet many retailers do not realize that the modern shopper experience extends far beyond the four walls of the physical store . In today ’ s omnichannel landscape , shipping has become an increasingly important part of the consumer experience . It is no longer just product availability or quality that boosts brand image . It is the way an order arrives , and whether it was punctual or if it had contained the correct items . Shipping and delivery have become an extension of the business ’ s brand . Notably , 47 % of consumers said in a recent survey that they would likely not shop with a retailer again after a bad shipping experience . 2
Bet on shipping solutions
According to Zebra ’ s Small and Medium-Sized Business ( SMB ) Industry Lead , Amanda Honig , it is vital for SMBs to provide exceptional delivery to ensure customer satisfaction . To achieve this , SMBs need a trusted fulfillment and logistics partner that reflects their brand promise for seamless shipping experiences .
Large retailers have vast resources to speed up shipping , cut costs , and account for orders that arrive incorrectly or damaged . Conversely , many SMBs face a much different reality ; they have little control over their customers ’ shipping experiences . When mishaps occur , SMBs need the same capabilities as their larger counterparts to resolve issues quickly . It can mean the difference between a loyal or lost customer .
Forward-thinking SMBs are supercharging the online experience with technology that adds visibility and real-time updates as packages travel through the fulfillment process . Key priorities include eliminating paper-based processes in favor of digitalized and traceable ones , facilitating communications throughout the supply chain and with customers , and optimizing inventory management so packages are accurately picked , packed , and traced in real time .
Winning the relay race
For retailers , the job does not end when the customer completes the checkout process or when the order is packed up and on its way to the customer ’ s home or designated pickup location . The system functions like a relay race , with the merchant handing off orders to a fulfillment center or directly to a shipping provider responsible for getting them to the right places .
Digitalizing the entire tracing process improves both accuracy and efficiency . Mobile computers and barcode scanners are replacing paper-based work orders , making it easier for logistics workers to get the information they need and ensuring the accuracy of parcels as they get on and off the truck . As radio Photo source : frequency identification ( RFID ) becomes increasingly affordable www , . forbes . com many SMBs are also investing in systems that allow for real-time passive data capture to supplement traditional barcode-based track and trace solutions .
The importance of inventory visibility
Retail businesses should prioritize visibility through the last mile and look for warehousing and logistics partners that make this a priority . Shoppers expect transparency throughout the purchase process , including up-to-date inventory information and order status updates until the moment items arrive at their doorstep .
When customers place online orders , they presume the items are in stock and ready to ship as soon as the same day . Delays or canceled orders due to out-of-stocks and back-orders can damage the customer ' s experience and loyalty . According to a recent survey , 79 % of consumers want companies to notify them about delays and back-orders before they check out or buy an item . 3
Customers ’ expectations for service and inventory accuracy remain high . Shoppers presume their relationship is with the retailer , not a shipping provider . SMBs can leverage this direct connection with customers to stay in communication , proactively offer shipping updates and respond to service requests as close to real time as possible – helping avoid endless time spent on the phone or with a chatbot trying to reach customer service .
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1 Philippines – Country Commercial Guide https :// www . trade . gov / country-commercial-guides / philippines-ecommerce #:~: text = In % 202021 % 2C % 20the % 20Philippines % 20eCommerce , working % 20and % 20studying % 20from % 20home .
2 Convey , “ Expert Insights : 2021 Trends in Retail & eCommerce ,” n . d . https :// www . getconvey . com / blog-d-2021-trends-in-retail-ecommerce /
3 Murphy , Anna , “ Revealed : How supply chain issues are affecting customers and support teams this holiday season ,” Intercom , December 10 , 2021 . https :// www . intercom . com / blog / holiday-shopping-experience-report /