February 2026 platform updates: Improving visibility and scaling support

Importantly, when escalation is required, Fai doesn’t simply hand off a blank ticket. It enriches your support interaction with:

• Order context
• Relevant history
• Structured information
• Suggested next steps

This allows human support specialists to resolve issues faster and more accurately.

Why this matters beyond speed

The benefit of Fai extends upstream and downstream.

Upstream, it reduces response times and increases consistency. Downstream, it allows brands to update their own customers faster, reducing uncertainty and follow-up enquiries.

Over time, every interaction handled by Fai contributes to better understanding of recurring issues and operational root causes, supporting a shift from reactive resolution to preventative improvement.

Looking ahead

We’re continuing to invest in expanding Fai’s capabilities carefully and responsibly. The focus remains on:

• Improving resolution quality
• Increasing contextual awareness
• Augmenting human support, not replacing it

Fai is not a side feature – it’s becoming a structural component of how we scale support quality as our customers grow.

So, what's coming?

Customer update: Revised tech range for 2026

Following extensive customer consultation over the past 12 months, we're pleased to announce a revamp of our tech products for 2026.

Designed to address the fulfilment and customer service challenges of global growth in omnichannel, the new and simplified range includes a number of bundled features developed in response to customer feedback.

fulfilmentcrowd is your ‘multi-everything’ platform, designed to ensure data flows seamlessly across our network of centres, that users can self-service, and management information is readily available through reports, subscriptions, Insights (KPI tracking) and the new AI Assistant tool. This is complemented by three new products:

1. Delivery IQ takes care of orders from checkout to successful delivery. It includes a host of new automation features, including: 24/7 Order Monitoring, Check & Correct, No Quibble Claims and Pre-flight Order Management – all designed to drive down your cost-to-serve and improve customer retention.
2. Inventory Control is built for operational users with advanced features, including Bill of Materials, Batch/Serial/BBE Traceability and Dangerous Goods, augmented by Forecasting and Purchase Automation tools driving stock turn.
3. Workflow Automation has been heavily updated for 2026, with focus on enhanced Cross-Border, Stock Allocation and B2B Order functionalities, including the latest release of Retail Partners, designed to ensure all compliance instructions are followed through the fulfilment process.

A complete features list will soon be available and your Account Manager will be in touch to ensure you're maximising the benefit of fulfilmentcrowd tech now and in the future.

API enhancements: stock movement endpoint in progress

For customers integrating directly with fulfilmentcrowd via API, deeper data access remains a priority.

We’re progressing work on a dedicated Stock Movement endpoint, designed to provide more granular visibility into how stock moves in and out of our network over time.

This will support:

• More detailed reporting
• Improved reconciliation
• Deeper operational analysis

As integrations become more sophisticated, access to structured stock movement data becomes increasingly important. This endpoint is designed to support that need.

Looking ahead: smarter handling of open order queries

We’re exploring enhancements to how open order tickets are managed within support workflows.

The focus is on improving how tickets are enriched, prioritised, and resolved — reducing processing times while ensuring complex cases receive the appropriate level of attention.

The objective is simple:

• Faster resolution
• Clearer ownership
• Improved consistency
  
  

Returns handling and product grading alignment

Returns remain a critical operational and customer experience touchpoint.

We’re continuing development work to better align the retailer app experience with our returns handling and product grading services. The aim is a more transparent and consistent returns lifecycle, improving operational efficiency while supporting higher customer satisfaction.

This includes tighter integration between returns processing, grading outcomes, and visibility within the platform.

Want to discuss anything a little further?

Reach out to your account manager or raise a support ticket. We're always open to hearing your feedback, as your experience in the platform drives future releases.

We'll continue sharing detailed updates as new features move from roadmap to release.