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January 2026 platform updates: A 2025 reflection, and what's next

Throughout 2025, we shipped several key platform updates designed to improve visibility, reduce operational friction and help you scale with even greater confidence.

Let's dive into some of the standout releases we made last year, before offering a view into what's to come.

Austin Waddecar 1 Author - Austin Waddecar
platform blog hero 01 - Jan

Consumer tracking (Delivery Assured)

What it is

Our consumer tracking tools give you the ability to provide customers with real-time delivery visibility, from dispatch through to final delivery. Tracking information is provided via branded tracking pages and supported by proactive updates.

What's included

  • End-to-end delivery tracking
  • Branded, consumer-facing tracking pages
  • Proactive status updates during delivery
Delivery Assured (1)

Why it matters

A good post-purchase experience is one of the biggest drivers of customer confidence, but also one of the biggest causes of inbound support queries when things don't go to plan. Delivery Assured, for example, is a unique piece of technology that we've developed to address a very specific problem: bad delivery.

Delivery Assured connects the consumer directly with the carrier via a tech interface, ensuring issues are resolved quickly. Not only does this protect valuable customer loyalty, but if the carrier's at fault, we'll credit you while we chase costs in the background. All of our consumer tracking technology has been put in place to preserve your reputation, and we'll continue to invest to protect that.

Activities

What it is

Activities introduces a structured way to request and manage repeatable tasks directly within the platform. The first activity type we've released concerns assembly products, with more to come soon.

How it works

After creating an assembly product:

  • Navigate to Inventory → Activities
  • Select the number of units to assemble
  • Receive an instant quote
  • Approve the request with a single click

You can also opt into email notifications for key activity stages:

  • Activity requires approval
  • Activity in progress
  • Activity completed

Important note

If an assembly product is built through Activities for the first time, the system automatically triggers an initial build of five units. This one-time setup allows service partners to assess build time accurately and ensures future quotes are consistent and reliable.

Why it matters

Previously, assembly and similar requests were handled through free-text rework instructions. Activities replaces this with a clearer, more repeatable workflow – saving you time and keeping costs expected.

Product Data Health

What it is

Product Data Health is a tool designed to help you identify and resolve gaps in product information before they impact fulfilment.

Each product is assigned a clear health rating based on the completeness of essential data:

  • Poor: Missing an EAN code
  • OK: EAN present, but one or more key fields missing (weight, dimensions, country of origin or harmonised code)
  • Good: All essential fields completed

What’s included

  • Product health ratings, visible directly in the product listing
  • A dedicated Product Data Health section within each product
  • Clear identification of missing fields
  • Direct links to the relevant sections for quick fixes
  • Filters to view products by health rating
  • A Product Data Health tile on the homepage for an at-a-glance overview

Why it matters

Incomplete product data can result in dispatch delays, exceptions and compliance issues. Product Data Health makes problems visible earlier, helping you resolve any data issues before they impact the order workflow.

Order Planning

What it is

Order Planning provides a forward-looking view of anticipated demand, helping you plan stock more effectively.

inventory planning

How it works

  • A 26-week forecast based on the last eight weeks of sales
  • Forecasts displayed in both graph and table views
  • Toggle between daily and weekly views
  • Visibility of:
    • Order Forecast (system-generated)
    • Override Order Forecast (customer-provided)
    • Item Forecast (based on average items per order)
    • Override Item Forecast

Order Planning lives within the Planning menu, alongside Inventory Planning, bringing forecasting tools into a single, consistent location.

Why it matters

Our algorithm gives you clearer visibility into future order and item volumes, supporting more effective inbound planning, reducing the risk of stockouts and helping your team better anticipate demand.

AI Reporting Assistant

Our AI Reporting Assistant allows you to interrogate your fulfilment data using plain-language questions, without navigating dashboards or exporting reports.

What it does

  • Accepts natural language queries
  • Returns clear, relevant insights from fulfilment data
  • Supports faster understanding of trends and performance

Why it matters

Accessing insights shouldn’t require deep reporting knowledge. Our AI Reporting Assistant aims to remove friction from data analysis, helping you get answers faster and make more informed decisions.

ai-reporting-assistant

AI customer service: Meet Fai

Fai is our AI-powered customer support agent, initially designed to provide instant answers to common dispatched-order queries.

Fai's characteristics

  • Available 24/7
  • Offers support in multiple languages
  • Focused initially on dispatched-order questions
  • Designed to resolve straightforward queries quickly
  • Escalates more complex cases to human support teams

Fai's initial positioning

We've intentionally launched Fai with a limited scope. It handles a percentage of top-level queries, so our human experts can focus on nuanced, genuinely human challenges. Resolution rates are monitored closely, and the system is refined continuously. Whenever deeper support is required, our team is waiting to offer it.

Why it matters

You get faster answers without having to wait for a response on a ticket, while our support teams are better prepared when their expertise is needed. It's an evolution of our support offering, not a replacement of human agents.

So, what's next?

As we look ahead, our focus remains on building on the foundations laid throughout 2025: strengthening the areas that help your business operate more consistently, plan with greater confidence and scale without unnecessary complexity.

We’re continuing to invest in making operational work more structured and repeatable, reducing reliance on manual instructions and one-off processes. Alongside this, forecasting and planning remain a key focus, with further investment in intelligent insight to help you anticipate demand and make more informed decisions.

Support is another priority. Our ambition is to provide faster, more data-backed support across a wider range of queries, while ensuring complex or nuanced issues are handled by well-prepared human experts.

At the same time, we’re working to make it easier to operate compliantly with retail partners – reducing risk, improving visibility and streamlining how requirements are managed as retailer and sector expectations continue to evolve.

Across all of this, the goal remains the same: fewer workarounds, better visibility and tools that grow with your business. This year, we'll provide monthly updates on the fulfilmentcrowd platform, ensuring features that could support your goals aren't flying under the radar.

Want to discuss anything a little further?

Reach out to your account manager or raise a support ticket. We're always here to help and ensure your teams are getting the most out of the fulfilmentcrowd platform.

For now, we'll continue to build on 2025's foundations and share updates as new improvements are released.

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