07 Aug Improving the Delivery Experience for Today’s eConsumers
Amazon.com owned a whopping 49% of eCommerce in the U.S. in 2017. Why do U.S. consumers shop there more than anywhere else? It must be price, right? Well, it’s more than just price that garners a click of the buy button from today’s consumers. In fact, today, Amazon.com doesn’t always have the best prices on the products they sell. Ok, then it must be the brands they have, correct? Well, no, you can find the same brands on multiple eCommerce sites. Assortment you say? Well, no again. Now more than ever, online consumers are buying from Amazon because of a great delivery experience – i.e., they know exactly when, where, and how their order will arrive. This isn’t a new concept. Walker predicted that the customer experience (of which the delivery experience is a major part) will overtake price and product as the key brand differentiator by the year 2020.
Our customers such as Glossier, Urban Remedy, and Grove Interactive believe the same. They believe providing an amazing delivery experience is critical to their growth and the building of deeper, longer-term relationships with their consumers. And with their input and guidance, I’m happy to announce that version 4.0 of the Fulfillment Intelligence Cloud (FIC) is now available, furthering our goal of helping eCommerce, retail, and B2B companies create similarly amazing delivery experiences for their customers. The FIC combines both traditional fulfillment cost data with real-time carrier performance data. This unique combination allows companies to easily optimize the delicate balance between cost and performance of their delivery network to ensure the best delivery experience possible for their customers.
The two new key features in FIC version 4.0 include Delivery Performance & Customer Delivery Alerts & Tracking.
Delivery Performance allows companies to see how their entire delivery network is performing. Every shipment to every customer is tracked in real-time – normalized across all carriers – from manifest to delivery. It predicts when delivery delays are likely to occur, even before the carrier informs the eCommerce or retail company of a new estimated delivery date. Companies can use this capability to create an amazing experience by proactively reaching out to customers and remedying shipping delays before the customer is even aware of an issue.
Customer Delivery Alerts and Tracking enables companies to proactively share delivery status updates with their customers via a simple API. Today, consumers want to be proactively notified about the status of their shipments. In fact, they will call to inquire about the status of an order about every 1.5 days if status is not provided. How many times have you called Amazon.com to know when your order will arrive? If you are like me, you probably never have. And that’s because Amazon.com is always communicating the status of your order. Our API approach allows companies to fully customize their experience on their own website or via SMS and email, without losing control of the customer experience to a 3rd party. This improved experience results in more chances to upsell, happier customers, and less “where is my order” or WISMO calls to customer support.
We at GrandCanals are super excited to be launching version 4.0 of the Fulfillment Intelligence Cloud today. We welcome you to join the movement in creating amazing delivery experiences that help your business grow and help you build longer-term relationships with your consumers. Learn more at www.GrandCanals.com.