{"id":15015,"date":"2023-05-09T09:18:48","date_gmt":"2023-05-09T16:18:48","guid":{"rendered":"https:\/\/michaeljbrumm.com\/dcl-v3\/?p=15015"},"modified":"2024-01-02T16:59:11","modified_gmt":"2024-01-03T00:59:11","slug":"examples-of-3pl-customer-service","status":"publish","type":"post","link":"https:\/\/michaeljbrumm.com\/dcl-v3\/blog\/fulfillment\/examples-of-3pl-customer-service\/","title":{"rendered":"What to Look for in Your 3PL\u2019s Customer Service"},"content":{"rendered":"

When you outsource fulfillment to a 3PL, you are relinquishing a lot of control over your logistics supply chain. Because of this you want to choose a fulfillment provider who can step up and meet your brand needs, both in the quality of the fulfillment but also in the service to your team and brand.\u00a0<\/span>\u00a0<\/span><\/p>\n

Many ecommerce businesses overlook the need for supply chain partners who offer premium services. Things like customer service may be an afterthought when vetting your 3PL\u2014many ecommerce brands focus too much of overall costs\u2014but during the day-to-day operations, good customer service can go a long way in helping your brand proactively resolve any potential issues.\u00a0<\/span>\u00a0<\/span><\/p>\n

A 3PL with excellent customer service<\/a> will mean quicker response time when issues come up, faster communication with your end-customers, and less headaches and hassles for your team as a whole.\u00a0<\/span>\u00a0<\/span><\/p>\n

Clear, Direct, and Frequent Communication<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>\n

The primary service you want your 3PL to provide is communication. Without it, you might be stuck on a hotline or waiting for an email response when you are in an operational crisis. For maximum customer service choose a partner who has an open line of communication <\/span>when you need it<\/span><\/i>, not when it\u2019s convenient for them.\u00a0<\/span>\u00a0<\/span><\/p>\n

If you are seeking premium service, hire a 3PL who can give you a dedicated account team, a direct line of communication to that team, and a clear escalation policy when something needs immediate attention.\u00a0<\/span>\u00a0<\/span><\/p>\n

If you are vetting a new provider and are unsure how communication will be day-in and day-out, ask what channels they use for customer communication. They should list different types: a channel for quick, simple questions; a place for longer, process-oriented projects; and a way that you can share analytics, data, and big picture business decisions.<\/span>\u00a0<\/span><\/p>\n

Ask hard questions about how you\u2019ll be communicating with your team. Be sure to inquire about how they communicate with other partners like retailers, shipping carriers, manufacturers, or customers. There needs to be very clear rules of engagement to ensure the right messages are getting to the correct people.\u00a0<\/span>\u00a0<\/span><\/p>\n

With clear, direct, and frequent communication, your 3PL will be providing you the support you need to give your customers the best experience with your brand.\u00a0<\/span>\u00a0<\/span><\/p>\n

Advocacy for Your Products\u00a0\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

It\u2019s a misconception that fulfillment is just putting products into boxes. There are many aspects of fulfillment that require expertise and specialization. On the warehouse floor, for example, if a pallet of your products is accidentally left on a dock and the warehouse is closing soon. Would you rather that pallet just sit there unattended until someone notices the next day that it wasn\u2019t picked up? Or would you rather know that the people working at your 3PL will walk the warehouse every day before it\u2019s too late, and advocate that your products make it onto a carrier truck no matter what?\u00a0<\/span>\u00a0<\/span><\/p>\n

A 3PL with excellent customer service means your products will make it to your customers on time, every time, because of people who will go above and beyond to advocate for your business, every step of the way.\u00a0<\/span>\u00a0<\/span><\/p>\n

Quick and Simple Onboarding<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cDCL\u2019s integration was very easy. I did all the setup myself and it was easy. We had test orders going through it in no time.\u201d \u2014 Roy de Geest, Director at MNTD<\/span>\u00a0<\/span><\/p>\n

It\u2019s not easy to onboard your entire business to a new 3PL \u2013 there are so many moving parts, so many SKUs to account for, and so many new operational processes. If onboarding with your new 3PL takes more than a few weeks to complete, you\u2019re likely to start seeing issues arise. With change comes greater opportunity for things to fall through the cracks. Great customer service includes serving your overall business, and that means getting your products into storage and ready to be sent out quickly.\u00a0<\/span>\u00a0<\/span><\/p>\n

The second part to this is making it easy for you. A 3PL with excellent customer service will be able to walk you through your entire integration process without you having to do too much. That\u2019s the reason you\u2019re outsourcing right? You shouldn\u2019t have more headaches and issues on your hands, you should have less.\u00a0<\/span>\u00a0<\/span><\/p>\n

Review and Optimize for Growth\u00a0\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

It\u2019s one thing to have a partner who can pick, pack, and ship\u2014it\u2019s a different situation if you have a 3PL who is invested in your business growth. All ecommerce businesses want to scale their brand. Growth is a key indicator of success in ecommerce. It\u2019s a little-known fact that the right 3PL can actually help aid your growth. Here are a few things to look for:\u00a0<\/span>\u00a0<\/span><\/p>\n