Introduction and challenges
With sustained growth since 2010, e-commerce has become an integral part of corporate strategy. It is a source of real growth for traditional distributors, but this new consumer channel has its own requirements which must be mastered to ensure real success.
The customer experience first and foremost! This is key for the success of e-commerce. It translates into impeccable service (stock accuracy, on-time delivery, quality of preparation), an adapted service offer (cut-off time, delivery time, place of delivery – store, instructions, relay points, home, workplace, simplicity of returns) and responsive customer service, all at an attractive price.
For traditional distributors, and in contrast to pure e-commerce players, it is essential to take advantage of existing assets given the high logistics and transport costs of e-commerce, which may add to the cost of point of sale networks. An attractive and economically sustainable customer promise therefore requires the enhancement of points of sale as a key link in omnicanality, through store-to-web, click and collect, pick from store and ship from store processes. The success of this strategy requires a complete overhaul of many activities, both at the point of sale (professionalisation of teams and layout of routes at the point of sale) and at the level of central functions (logistics, transport) and management functions (orchestration of orders, dynamic choice of sampling points).
How we can help
Argon & Co supports its clients in the assessment and implementation of e-commerce strategies:
- Definition of the key components of the e-commerce strategy (customer promise, the role of points of sale, central logistics, transport and suppliers)
- Modelling the cost/inventory/service impacts of deploying your e-commerce strategy and evaluating the necessary investments (logistics, IT systems)
- Assistance in the framing and selection of the best tools (WMS, TMS, WHO, carrier interfaces, tracking, after-sales service) or formalisation of specifications to develop existing tools
- Improving the efficiency and competitiveness of e-commerce operations in points of sale and central logistics: logistics organisation, optimisation of physical operations (picking, packing, transport), opportunities for mechanisation and automation
- Structuring dashboards for management or operational staff to quickly identify deviations or dysfunctions