With peak season upon us, the essential part that fulfilment companies play is once again in the spotlight. Reliable expertise, cutting-edge services and plentiful capacity are the first selling points you’re likely looking for in a great partner – but what about excellent client service?
This is often overlooked when choosing a 3PL for order fulfilment. Entrusting the movement of your products in a busy period relies on just that – trust. How much more fruitful could such a partnership be if that trust was proven to be well-founded?
In a nutshell, proven client service from your fulfilment partner can be the difference between a successful peak and a disappointing one. In this blog, we aim to answer these questions and give you a plan of action for settling on the ideal 3PL partner for your beauty brand.
Client Service in Fulfilment – Why Does it Matter?
These days, fulfilment partnerships can too easily devolve into a ‘by the numbers’ business relationship. There are many fulfilment companies that are excellent at going through the motions of order processing and delivery, but very few work towards ‘partnership’ with their clients in the truest sense of the word.
ILG’s philosophy is that to truly enable our customers to enjoy the heights of a busy period, we must embed ourselves into our clients’ worlds, so to speak. In the words of This Works’ COO, “ILG are not just another supplier to us. They are a true partner who cares about the quality of service they deliver and seem to have as much passion for our brand as we do.”
The key here is collaboration. ILG works to know our clients’ businesses inside and out, enabling us to be an extension of their teams. We think ahead, resulting in a partnership that proactively seeks to resolve possible issues our clients may face. This unique approach saw us winning UKWA’s Logistics Service Provider of the Year Award in 2022 and UKWA’s Excellence in Customer Service Award in 2023.
How Your Fulfilment Partner Can Provide Excellent Client Service
So, how exactly can a fulfilment partnership offer a fruitful client experience? Let’s take a closer look.
A Collaborative Approach to Client Services
Reliable delivery services, bespoke order personalisation and state-of-the-art warehouse facilities are all desirable aspects of fulfilment, but the thing that ties it all together is our desire for collaboration.
This way, ILG is able to rise above the traditional way of doing things, offering our clients more than just a service: we offer a business partnership that promises to enhance their brands.
Providing a Dedicated Client Services Team
What makes ILG’s client service truly shine is the dedicated team behind it. This makes working with us a unique experience; in addition to providing vital fulfilment services, we offer hands-on support for each of our clients to help them get the most from their order fulfilment.
A dedicated client-facing team is a perfect touchpoint for these clients, giving them access to additional insights and giving us the capacity to actively pursue their goals alongside them.
Aligning Focus on Peak Periods Alongside Your Business
For most retail businesses, it’s all about the peak period. Fulfilment companies know this. It’s what we exist for, after all: helping businesses reliably fulfil vital orders at scale.
At ILG, we utilise peak as an opportunity to push the brands we work with even further, giving vital insights that spur them to greater success. This can take the form of advice on how to maximise orders in their given industries during peak times, or proactively pivoting operations when needed should an unexpectedly large number of orders come through.
You don’t need us to tell you that peak is notoriously unpredictable. Whatever happens, our client services team communicates effectively at every point – and actively works to provide solutions that can take your business further.
Expertise That Can Impact Your Own Customer Experience
During peak times, customer service is at the heart of e-commerce. This goes for e-commerce businesses as well as their fulfilment partners; at their best, e-commerce fulfilment companies are an extension of the brands they work with.
3PLs that are as dedicated to customer service as you are can go above and beyond in delivering a successful peak. In ILG’s case, it’s about knowing what our clients need and how we can help them every step of the way.
Going the Extra Mile to Deliver a Successful Peak – and Beyond
All this amounts to an approach that champions the client, giving them the tools they need for a successful peak – and all year round. Client service is nothing without excellent fulfilment services tailored to the industry you’re part of, and by working towards enhanced results for your business through effective collaboration, ILG is perfectly positioned to help your business succeed when and where it matters most.
Kickstart a Successful Fulfilment Partnership with ILG Today
Looking for 3PL services that go beyond established expectations?
With an industry-leading focus on client service, ILG goes above and beyond to deliver a successful peak for our partners. To see what our own clients are saying about our 3PL customer service, you can read our fulfilment case studies.
Want to chat with us directly to find out more? We’d love to hear from you. Get in touch today to discuss your business’ fulfilment needs.
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