The fulfillment journey starts when the customer clicks ‘purchase’ on their shopping cart. But businesses need to have their ducks in a row long before this if they’re going to coordinate a smooth fulfillment process.
This is because successful fulfillment starts from the moment that goods begin coming into your warehouse; unless you have an inventory management strategy that gives you full visibility over your stock levels, outstanding orders, and storage locations, you’re going to have a hard time keeping track of SKUs in today’s dynamic omnichannel environment.
“Thanks to the COVID-19 pandemic, consumers have more choice and flexibility than ever before over how they shop”
Online shopper satisfaction has traditionally hinged on two key metrics; delivery speed and order accuracy. But in 2021, the potential for cross-channel shopping journeys has become a major consideration for consumers.
Thanks to the COVID-19 pandemic, consumers have more choice and flexibility than ever before over how they shop. Restrictions on customer-facing retail and the resulting explosion in online sales have led to a wholesale shift in online-to-offline (O2O) shopping journeys, beginning online and ending with in-person activities. Methods including buy online, pick-up in-store (BOPIS), buy online, return in-store (BORIS), and reserve online, pick-up in-store (ROPIS) have expanded into mainstream offerings, with 90 percent of retailers now planning on offering a click and collect service by the end of 2021.