Order Detection & Correction
A large, national retailer with a strong web presence had issues managing orders in its various fulfillment channels, whether it be curbside pickup, an external shopping service, or a home delivery service. Orders would go missing or not be fulfilled in a timely manner and there was no clear way to track them down.
A major grocery retailer provided the ability to shop through the company website, and then route that order to the proper store, and fulfill it via one of several distribution channels. Orders were getting lost and there was no easy way to track things down or know the status of individual orders in the system without a great deal of work.
Develop a software solution that could examine the status of an individual order and provide a way for personnel to initiate corrections prior to any interaction with the customer.
Strategic Data Systems was engaged to build an Order Search and Rescue solution to assist a large retailer in addressing issues in their order fulfillment system.
Thousands of online orders had to be guided to the correct store or to an external picking and fulfillment solution. Orders could be fulfilled via curbside pickup, shipped to the home, or picked and delivered by InstaCart. In each of these fulfillment channels, there were opportunities for orders to stall so that they would not be fulfilled at the promised times. This caused internal fulfillment personnel to have to dig through data in multiple systems to determine the status of problem orders after the customer was expecting the service to be completed.
Strategic Data Systems built a series of dashboards and alerting systems to notify fulfillment personnel that there may be an issue before the customer became involved. Problem orders were identified early and people were dispatched to get the order back on track before the customer ever knew there was an issue.
New dashboards developed for this initiative kept track of fulfillment and provided live metrics in all channels at thousands of stores across the country. The solution also alerted internal people when it forecasted there would be an issue in an attempt to resolve the issue before the customer knew it existed. In many cases, the system could automatically resolve the issue.
This allowed the retailer to exceed customer expectations, and reduced the man-power required to handle problem orders.
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