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Top Reasons to Outsource Your Call Center

 

One of the top priorities for a company is to lead a highly profitable organization with the best staff to assist in client satisfaction. Happy customers equal more profitability. Having a top-performing call center is your first line of defense to create and keep your clients happy. Setting up a Call Center in-house can become very costly because it requires investing in more staff, technology and possibly a bigger facility.

The cost factor is probably the number one reason why a company should consider working with a third-party Call Center with the second reason being time. A cost-effective, top-performing Call Center is time-consuming and without the “economies of scale” aspect, can be very expensive.  Partnering with an experienced Call Center team can support major components of a successful business, such as Sales and Customer Care. You may have a great product, but without the ability to sell and defuse any issues it may not be very successful.

Green Light Contact Solutions, a top performing Call Center located in Canada not only will save you time and money, but they will increase your customer satisfaction. They are open 24/7, 7 days a week which ensures that your clients will be able to reach a representative at any time of the day no matter what part of the world they may be located.                                                                                                                                                     
Green Light Contact Solutions is not your typical call center, they go above and beyond your expectations by taking a different approach in terms of customer engagement. Unlike a “big box” Call Center, they focus on building relationships with the customers. They understand that your clients are making a choice to call them for a product or service and they take great care and pride in that. Within the first few seconds of the call it’s evident that this isn’t just a job, but a passion.

Other factors that make Green Light Contact Solutions stand out from other Call Centers is their strong customer loyalty history and sales conversion rates because they feel every interaction counts. They also have access to the latest Technology, including in-house IT support, their own Quality Monitoring department and access to cost management tools which is all included in their service!

If you’ve been looking for a way to increase your customer satisfaction, look no further. Green Light Contact Solutions is a team of Call Center experts with specialized Industry knowledge. Their knowledge and passion for what they do is incomparable to any other Call Center, just pick up the phone and see for yourself!


Green Light Contact Solutions
Phone: 450-679-3992 


 

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EDI and How it Helps Service You and Your Clients

What is EDI?
EDI stands for Electronic Data Interchange. This is the idea of businesses electronically communicating information verse what used to be communicated through paper. The typical data interchange is based on purchase orders and invoices.

Retailers require all data to fit their standardized format. If not done properly, it can cost you precious time and create unnecessary chargeback fees. Fulfillment Plus accurately interprets and then translates all data so that it is formatted properly. In fact, just about all larger retailers such as Walmart, Target, Walgreens, etc. require EDI be used for each order regardless if a fulfillment company is used or not. If you’re looking to work with the bigger retail chains than EDI is a system you can’t avoid.

The Benefits of EDI
EDI is standardized. It is a universal (though very antiquated) system. Thereby making it much more efficient as the steps are the same no matter what retailer. Not only does it save time because all transactions are standardized, but it decreases the margin of errors.

Requirements for Being EDI Compliant
EDI compliance involves either buying or outsourcing the following components*:

  • Software for communications
  • VAN service for EDI transmission
  • Mailboxing of EDI transactions
  • Mapping and translation software
  • Installing upgrades to software as needed
  • Mapping labor
  • Testing with EDI trading partners
  • Upgrades for new versions required by trading partners

How EDI Works
A buyer prepares an order within the retailer’s purchasing system and has it approved. Next, the EDI order is translated into an EDI document format called an ‘850 purchase order’. The 850 purchase order is then securely transmitted to the supplier either via the internet or through a VAN (Value Added Network). This is all done without human interaction.

This will ensure speed and accuracy in all transactions, all while saving money usually spent on labor. Errors due to illegible faxes, lost orders, or incorrectly taken phone orders are all eliminated, saving your staff and company valuable time from handling data disputes. Not only will labor costs decrease, but other costs associated with paper, printing, reproduction, storage, postage, and document retrieval are all reduced or eliminated when you switch to EDI.
In conclusion, EDI is a very valuable and resourceful system to work with. It not only helps you acquire leads but also makes your transactions run much smoother. Fulfillment Plus offers EDI along with many other benefits for our clients such as; assembly work to packing and shipping your product anywhere in the world, as well as promotional programs and social media. Whatever your business needs, we have the knowledge, expertise, and contacts to make sure your job gets done right the first time.

 

* Source of information here

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The Evolution of Fulfillment

In the past, it used to be that ecommerce fulfillment was almost 100% retail and etail businesses.  Slowly but steadily, B2B enterprises are jumping into the market and are becoming a much larger part of the fulfillment world.

Historically, fulfillment has been considered to be the “back-end” of an operation, a necessary cost after everything else has been decided.  That old-fashioned approach changed drastically during the E-Commerce era. It started to put a huge toll on companies because they could not keep up with the volume of orders or had limited space to house the inventory. This in result also puts a strain on other parts of the business. In addition to solving these issues, the realization that fulfillment is indeed a place where other strategic imperatives, such as brand building, maintaining a relationship and driving down costs, can be achieved.  Once this message started spreading, it did not take B2B companies long to realize that the exact same imperatives are applied in their business model.

Many astute marketers from both B2B and B2C, now consider fulfillment to be just as important as any other component of a marketing initiative.  An obvious example of this is how the use of the internet has been incorporated into the fulfillment processes, resulting in strategic or integrated fulfillment systems.

The client who sells direct to the consumer and the client who sells to other businesses, each demand a high level of service, along with specific technological and reporting needs.  But, it is the fulfillment partner that can create the exceptional customer experience (either consumer, or business) that gains the competitive advantage.

Over the years, consumers have evolved from a product-led to a consumption-driven economy.  In today’s competitive environment, it is the fulfillment provider’s responsibility to create an exceptional customer experience for their clients.  The way in which products are received, whether by a consumer, or a business, is the VERY first impression the recipient has of a business.

Fulfillment, by definition, is that part of the business process that plans, implements and controls the efficient, effective forward and reverse flow of goods, services and related information from the point of origin to the point of consumption in order to meet customer’s requirements.  What is important to recognize is the means by which the B2B client demands satisfaction, are very different than those of a B2C company.

Whether Business to Business or Direct to Consumer, achieving a great client experience is the cornerstone of client satisfaction.  Fulfillment Plus Inc. not only exceeds its reputation in client satisfaction, but we are also top of the line when it comes to our in-house technology and the ability to handle requests of any nature. We are not your typical “cookie cutter” fulfillment center, but instead the fulfillment center that caters to your needs and demands.    

 

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Preparing for your Holiday Rush!

Everyone can get a little crazy around the holiday season, especially in the business world. In the fulfillment industry, we are the ones to help make it easier for other businesses. For a fulfillment company, maximizing holiday work time can be tricky. One of the main responsibilities is deciding what is right process and procedure for one client—or even one product. This can be hard because what works for one company may not necessarily work for another company, or product. Below are some useful ideas that can help reduce time and in some cases, expenses. They include the following:

1. Use advanced shipping notification. Companies would do well to remember that if they have specific items being delivered somewhere, call the recipient. Give them the PO number, or order number, or at least an email to let them know what’s coming their way.

packaging2. Implement a vendor compliance program. You want notification ahead of time, and you also want to communicate with vendors exactly how their product should arrive. For example, include specific labeling requirements, and standard case quantities for each individual item when ordering from a manufacturer.

3. Integrate your operations with your suppliers. This way, suppliers can help you achieve maximum efficiency. Make sure your suppliers include your PO number and item codes into their packing list. This makes it easy for your fulfillment partner to recognize and receive your inventory.

4. Pre-Plan whenever possible. This includes staying organized which will help you fully prepare for the holiday season. Have a process in order that is flexible and scalable. If needed, change it up or eliminate unneeded steps if you see that it’s not working for you. By doing this in advance it gives you time for any errors needing to be fixed.

5. Continually evaluate requirements. You can’t design an operation and walk away for holiday_rush_image_1five years before you look at it again. Customer requirements keep changing and accelerating. That means you need to be looking at your customers’ requirements every few months to see how they are changing.

These are just a few reminders to help you out this holiday season. The most important thing to remember is to keep the customer happy, which includes keeping the orders on time! By following the steps above, it will ensure everything goes smooth for you AND your clients. Happy Holidays!

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Brand Advocacy Incognito

Starbucks revealed their NEW holiday cups this past week and everyone is talking about it. For the first time in what people can remember, the holiday cup is NOT red but instead white with pops of holiday flair. According to Starbucks they did this intentionally so consumers can use their creativity and draw in their interpretation of what the holiday Sbucksseason means to them. “This year’s cup is intentionally designed to encourage our customers to add their own color and illustrations,” said Leanne Fremar, executive creative director for Starbucks. “We love the idea of everyone making this year’s cup their own.”(1)

Pure genius or huge flop? It depends on who you talk to. While some people love this idea and fully support it, others are disappointed again like back in 2015 when Starbucks released just a red cup with no holiday trademarks. Whether you’re on the pro or con side, Starbucks is still at the top of consumers minds. Their iconic holiday cup is the talk of the town, and everyone has something to say. Starbucks is creating brand advocates without consumers even realizing, and that is effective marketing.

 

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(1)“Starbucks Holiday Cup Comes with a Message to ‘Give Good’.” Starbucks Holiday Cup Comes with a Message to ‘Give Good,’ Heidi Peiper, 1 Nov. 2017, news.starbucks.com/news/starbucks-holiday-cup-2017.