We’ve all been there: you’re eagerly waiting for your new online purchase, and instead of that exciting delivery knock, you’re left staring at your tracking page like it’s going to suddenly change. Spoiler alert: it won’t. Cue the flood of “Where’s my order?” (WISMO) emails, and your customer service team is suddenly entangled in a logistical nightmare.
If your fulfillment provider consistently fails to meet Service Level Agreements (SLAs), makes errors that harm brand reputation, or doesn't give you the tools you need to grow your business, it might be time for a change.
If you recognize the below problems as your own, your fulfillment operation could be holding your business back from reaching its potential.
If you tick two more or more of these boxes, it's time to reassess your fulfillment partnership.
Your customers expect their orders faster than ever. And we'll be real: they don't care for your excuses, they just want their packages. So, when your fulfillment partner is failing to meet SLAs, customer trust in your brand's ability to deliver (literally) breaks down quickly.
Put simply, 84% of customers won't come back after just one poor delivery experience. That's a big proportion who don't have the patience for just one mistake. So, if your fulfillment provider is consistently letting you down, or not giving you the tools to handle bad delivery events effectively, it could be time to explore other options.
If you're noticing an upward trend in picking, packing or shipping errors, these costly mistakes can soon add up. These errors don't just harm your bottom line, but also your brand's reputation, making it more difficult for you to attract new customers in the long run. Research shows that 93% of consumers read reviews before making a purchase, so if yours are filled with complaints linked to fulfillment mistakes, your business will feel the hit as a result.
Occasional errors are inevitable, but if your customers are repeatedly reporting incorrect items, damaged goods or delayed deliveries, it's a big warning sign that your provider is dropping the ball.
As a business grows, it's natural to out-scale what some legacy providers can offer, leading to performance bottlenecks.
If things start to crack when the pressure's on (such as during Black Friday or other promotional events), it's a clear sign that your current partner might be holding you back.
Costs spikes in warehousing, labor or surcharges — without service improvements — are valid reasons for frustration.
Warehouse and logistics costs are increasing in the US, which is important to keep in mind when any pricing conversations take place. However, if your fulfillment provider continues to hike costs without explanation or reason, you're within your right to question it.
Technology is a core driver of business growth when it comes to fulfillment. Tech limitations, such as a lack of real-time inventory visibility, are among the top reasons for brands leaving their current provider.
Without the latest tools at your disposal, there's an increased likelihood of mistakes in areas such as predicting demand or tracking product levels, which can lead to costly stockouts or excess inventory.
Slow or poor support is another top reason for brands making a switch. Response times over 24 hours or a lack of proactive alerts can make you feel as though you're flying blind, which ultimately trickles through to the consumer.
You should feel confident in your provider, not just from an operational standpoint, but a sense that they've got your back when demand surges.
If your competitors are offering faster shipping and better accuracy, they'll likely outperform you on conversion and retention.
Delivery is a top differentiator for repeat purchasing; if your provider consistently makes logistical mistakes, or doesn't give you the tools to deal with bad delivery events, your competitors with access to these resources will benefit as a result.
If you've read through this blog post and are thinking 'it's time for a change,' here are some key metrics to look out for in your new provider.
When you're ready to start your switching journey, follow these steps to ensure it's as straightforward as possible.
Track or compile key KPIs to benchmark against new partners. Include things like:
Create a checklist of areas you'd like to improve in or ask potential new partners about.
Once you've found the right fit, plan the following areas as you migrate from one provider to another.
If there's a potential for delays during the changeover, make sure to keep your customers informed.
Phased migrations and dual-run windows can help to avoid order disruption in many cases, but your new provider should handle this in the onboarding process if necessary.
Once you've switched, monitor your KPIs closely for the first 30 days and benchmark against your previous provider.
If you’re tired of missed SLAs, frustrated customers, and growing operational costs, it’s time to make a change. Switching to a fulfillment provider that can reliably meet SLAs isn’t just about avoiding headaches — it’s about safeguarding your revenue, your reputation, and your customer relationships.
Want a partner to consider right now? Enter fulfilmentcrowd. With a track record of success, industry-leading technology, and a commitment to meeting SLAs, we ensure that your business runs smoothly and your customers are happy.
Here’s why making the switch to fulfilmentcrowd is your best option:
Consistently missing SLAs is a business killer. From lost customers to damaged reputation, the ripple effects of fulfillment errors can impact every aspect of your brand.
Here’s the good news: you don’t have to settle for a fulfillment provider that keeps dropping the ball.