2014 d2c ppt - final (16.9 res)
TRANSCRIPT
Agenda
Locations
Application Programming Interface (API)
SMART Shipping™
Warehouse Operations
Customer Service
Locations
International Distribution
• Toronto, Canada
New (4th) Location
• New Jersey
Back to Agenda
Decrease Shipping
Costs
International
Better Decision-
Making
Faster Delivery
International
Toronto, Canada Facility
• California’s #2 top exporter*
• Rapidly growing e-commerce market*
• Avoid the hassle of ever-changing border
clearance processes by using a 3PL
company.
*Source: Purolator
DistributionDecrease Shipping
Costs
International
Better Decision-
Making
Faster Delivery
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New (4th)
New Jersey Facility
• Inventory balancing
• Better bicoastal zone distribution
• Faster time-in-transit
• Great for European products
LocationDecrease Shipping
Costs
International
Better Decision-
Making
Faster Delivery
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What is API?
• API is the computer programming required to allow
for cross-system/software communication.
• Connects the fulfillment system to order mgmt, call
center, website...etc.
API
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Increase
Revenue
Faster Delivery
Self Service
Mobile Sales
What this means to you…1. Inventory Monitoring
2. Best Shipping Rates
3. Order Fulfillment
4. Mobile Sales / Checkout
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APIIncrease
Revenue
Faster Delivery
Self Service
Mobile Sales
API - Monitor
Help prevent backorders & delays.
Customers have the ability to
check, in real-time, if the
desired item is currently
in stock & ready to order.
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Increase
Revenue
Faster Delivery
Self Service
Mobile Sales
Inventory
API - Shipping
• The best shipping information, generated by
Moulton’s SMART Shipping™ technology, provided
to online customers.
• SMART Shipping™ allows customers to choose the
shipping method that best satisfies their TNT/cost
prioritization.
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Increase
Revenue
Faster Delivery
Self Service
Mobile Sales
Rates
Shopping Cart:• Checkout is completed & order request is
instantly sent to Moulton for fulfillment.
Instant Feedback:• Order request is received delivery date &
confirmation number is relayed back to customer as part of the checkout process. Same day shipping when Moulton does NOT process the order.
API - Order
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FulfillmentIncrease
Revenue
Faster Delivery
Self Service
Mobile Sales
API - Mobile
PayPal / Google Wallet /
Amazon Payments
• All the Moulton API benefits of a standard eCommerce site,
available on mobile devices.
• New “impulse-buy” options with Mobile Commerce.
• Customers can buy your products anywhere, anytime,
quickly, and easily…even when not near a computer.
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Increase
Revenue
Faster Delivery
Self Service
Mobile Sales
Sales
Warehouse
Warehouse Management System (WMS)
Custom Packing Slips
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Better Decision-
Making
Increase Order Volume
Decrease Costs
Ops
WMS
Launching: Q4 2014 / Q1 2015
Big Box Retail Compliant
New Capabilities:
• Accept new & different products.
• Accommodate larger SKU counts.
Warehouse Process Efficiency:
• Better inventory organization Decrease order process times More packages processed each day & faster TNT Savings on labor/package increased margins.
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Better Decision-
Making
Increase Order Volume
Decrease Costs
Custom Shipping
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Your own custom branded shipping
labels can now be included with every
package.
• Company / Brand Name
• Product Name
• Logo
Better Decision-
Making
Increase Order Volume
Decrease Costs
Labels
SMART
UPS & FedEx DIM Weight Charges
Additional Carriers
• Zone Skipping
• USPS Lightweight Parcel Select
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Decrease Shipping
CostsIncrease Consumer
Satisfaction
Faster Delivery
Shipping™
DIM Weight
Single Largest Rate Increase on Record!
Roll-Out Dates
• December 29th, 2014 for UPS
• January 1st, 2015 for FedEx
Impacts:
• All UPS & FedEx Ground Packages (not SmartPost)
Moulton SMART Shipping™
• Already configured to handle the change & continue providing the
best shipping rates in the industry!
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ChargesDecrease Shipping
CostsIncrease Consumer
Satisfaction
Faster Delivery
Additional
Zone Skipping
• Consolidate orders by geographic destination.
• Non-stop delivery to leading local & regional distribution
channels/carriers.
USPS Lightweight Parcel Select
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Carriers Decrease Shipping
CostsIncrease Consumer
Satisfaction
Faster Delivery
Customer
Live Connection & Order Information
Self-Service:
• SMART Interactive Voice Response (IVR)
Social Customer Service
Advanced Reporting
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Increase Consumer
SatisfactionBetter Decision-
MakingDecrease Customer
Service Costs
Service
Live Connection
• Customers can connect directly to & interact with Moulton
Customer Services.
Order Information
• Access to real-time order information allows for status
updates and hassle-free order modifications.
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CustomerService
Increase Consumer
SatisfactionBetter Decision-
MakingDecrease Customer
Service Costs
SMART IVR
#1 CS Associated Expense Labor
• Self-Service: IVR resolves customer inquiries & concerns
while decreasing the dependence on customer service
representatives.
• Allows CS Representatives to focus on those interactions
that require a higher level of care & attention.
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Increase Consumer
SatisfactionBetter Decision-
MakingDecrease Customer
Service Costs
Social Customer
Prevent/recapture lost customers.
Monitoring
• See brand mentions across multiple online social platforms
as soon as they happen.
Visibility
• Interactions can be completely or selectively visible to entire
community opportunity to create customer brand
ambassadors.
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Increase Consumer
SatisfactionBetter Decision-
MakingDecrease Customer
Service Costs
Service
Advanced
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ReportingIncrease Consumer
SatisfactionBetter Decision-
MakingDecrease Customer
Service Costs Transparency
• Posted & available to clients
Customer Service Metrics
• Incident handling time & avg. talk time
• Incidents resolved within 24 hours
• Hold time & abandonment rates
• Response & resolution rates
• Incident volume by channel
• First contact resolution
• Cost per incident
• Escalation rates
Executive
Data Reporting Software
• Streaming charts and tables that measure KPI’s to provide
up-to-date & easily understood high-level
product/campaign information.
• Better visibility of your products’ performance at every
stage in the supply chain.
• Provides insightful information that can improve your ability
to make the best strategic decisions for your business.
New Product Launch
Decrease Customer
Service CostsBetter Decision-
Making
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Dashboard
Returns
Save the Sale
• Moulton CS Representatives have been extensively
trained in sales recovery techniques.
Charge-back Prevention
• Faster & easier access to Customer Service
Representatives lower probability of costly returns &
charge-backs.
Better Reporting
Decrease Customer
Service CostsIncrease Customer
Satisfaction
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Questions?
Locations
Application Programming Interface (API)
SMART Shipping™
Warehouse Operations
Customer Service