Episodes
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In this episode of Unboxing Logistics, Lori Boyer from EasyPost welcomes Julian Van Erlach, Senior Vice President at FabFitFun. They dive into the complexities of scaling logistics while maintaining a superior customer experience. With a unique model that generates four peak seasons annually, FabFitFun’s operations are a masterclass in efficiency, cost management, and customer satisfaction. Julian shares his insights on how FabFitFun has scaled its logistics, optimized processes, and maintained excellent customer satisfaction—even during rapid growth.
Align operations with company growth"What is it that we're going to solve for or scale for?" Julian emphasizes the importance of staying closely aligned with merchandising and marketing to ensure that logistics can anticipate and meet the company's growth. FabFitFun's ability to proactively analyze purchase orders, anticipate challenges, and prepare operationally has allowed them to efficiently handle millions of customized orders.
Overcome choke points with smart solutionsJulian identifies the key areas that create choke points in logistics, from shipping costs to scaling labor. By using cartonization software like MagicLogic to optimize the size of every box, FabFitFun has saved "many, many millions of dollars per quarter" while minimizing wasted space. Additionally, FabFitFun’s ability to scale labor efficiently, hiring temps to meet seasonal demand, has been crucial to their success.
Prioritize customer experience and operational efficiencyOne of Julian's standout insights is how FabFitFun has balanced cost-saving measures with enhancing the customer experience. "There is no trade-off," he explains, citing zone skipping as an example where they simultaneously save money and reduce shipping time. By prioritizing recycled materials, clear communication, and precise cartonization, they ensure that customers receive their orders on time and in great condition, all while reducing costs.
FabFitFun’s success lies in its ability to anticipate challenges, optimize operations, and prioritize customer satisfaction without compromising efficiency. Whether through advanced technology, proactive labor management, or innovative shipping strategies, the company has created a logistics model that supports rapid scaling while maintaining an exceptional customer experience. As Julian puts it, “Being attuned to company strategy and world events” is essential for any company looking to scale successfully.
LinksConnect with Julian on LinkedIn: linkedin.com/in/inventorymgmtandlogisticsVisit the FabFitFun website: www.fabfitfun.com/ Email Julian: [email protected]
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SHOW NOTES
In this episode of Unboxing Logistics, Lori Boyer of EasyPost interviews Glenn Gooding, president of iDrive Logistics, about navigating the complexities of peak season. Glenn shares his 39 years of experience in the small parcel supply chain, providing practical tips for planning, communication, and technology. From demand forecasting to managing unexpected challenges, Glenn emphasizes that peak season success hinges on thorough preparation and proactive collaboration with partners. The conversation touches on the importance of aligning with carriers, maintaining clear communication across stakeholders, and preparing both technology and operations well in advance.
You can’t plan enoughGlenn stresses that planning for peak season must go beyond just operational logistics—it should involve in-depth communication with all stakeholders, including customers, suppliers, and carriers. Starting the planning process early is essential, especially when it comes to technology. "Failure to plan is a plan to fail," Glenn says, recalling his early lessons from UPS. Companies should begin evaluating their technology in Q1 and develop a roadmap that aligns with both client expectations and operational capabilities.
Communication is criticalCommunication, both internally and with external partners, is vital to ensuring a successful peak season. Glenn highlights the need for ongoing dialogue with carriers, suggesting that companies forecast demand accurately and proactively collaborate to reduce strain on carrier networks. He advises, "The easiest time to lose a customer is through a poor performance in Q4," emphasizing the importance of aligning expectations and ensuring seamless customer experiences, even when challenges arise.
Embrace flexibility and team moralePeak season is unpredictable, and companies must prepare for various worst-case scenarios, such as higher-than-expected demand or adverse weather conditions. Glenn recommends having a "master operating plan" in place, with designated leaders to manage crises effectively. Additionally, maintaining a positive team environment during stressful times is crucial. As Glenn notes, leadership should "embrace the challenge" and motivate teams with goals, rewards, and a positive attitude to keep morale high throughout the season.
LinksConnect with Glenn on LinkedIn: https://www.linkedin.com/in/glenngoodingidl/ Visit the DHL eCommerce website: https://www.idrivelogistics.com/
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In this episode of Unboxing Logistics, host Lori Boyer speaks with Ford Deihl, a product manager at DHL eCommerce, about the booming world of international shipping and the massive opportunities it offers for small and mid-sized businesses. Ford shares insights into the international market, how businesses can expand globally, and the strategies that can make international shipping easier than expected. The conversation touches on logistics, cultural differences, and how to optimize shipping costs while ensuring a seamless customer experience. The discussion ends with practical steps and solutions for entering new international markets.
International shipping: a major growth opportunityInternational shipping represents a vast potential for ecommerce businesses, with global revenue expected to reach $6.3 trillion in 2024. Ford emphasized the importance of tapping into this market to reach new customers and grow revenue. "This is a way to grow your top line for your business and reach new customers," Ford notes. Businesses should identify markets where their products resonate and take advantage of the ease provided by modern shipping solutions.
With the right partners, it’s easier than you thinkExpanding internationally may seem daunting, but it doesn’t have to be. Ford assures listeners that with the right carrier and shipping solutions, businesses can simplify the process. He recommends starting with familiar markets like Canada, the UK, and Australia, especially for small and mid-sized businesses. Using partners like DHL eCommerce, businesses can integrate shipping services seamlessly, without a heavy operational lift. "If it’s a big lift, it’s probably not the right solution for you," Ford explains, urging companies to leverage existing shipping and logistics partnerships.
Prepare for successFord stresses the importance of preparation before diving into international shipping. Having strong logistics, customer service, and a well-defined brand are crucial to success. Businesses must also ensure their storefront is optimized for international customers, including local payment options and realistic shipping time estimates. Ford emphasizes, "Ideally, what you're shooting for is a domestic-like experience for an international customer." Additionally, offering Delivered Duty Paid (DDP) can enhance the customer experience by eliminating surprises at checkout, further increasing customer satisfaction and conversion rates.
LinksConnect with Ford on LinkedIn: https://www.linkedin.com/in/forddeihl/ Visit the DHL eCommerce website: https://www.dhl.com/global-en/home/our-divisions/ecommerce.html
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Delve into the critical role of parcel data in optimizing shipping operations, especially as businesses gear up for peak season. Megan Rudolph, senior director of parcel operations at Saddle Creek Logistics, shares her expertise on how to collect, analyze, and leverage parcel data to enhance customer satisfaction, reduce costs, and ensure carrier accountability.
The essentials of parcel dataMegan emphasized that parcel data boils down to two main metrics: transit time and cost. She explains, “Parcel analytics is all the data that allows you to measure those two things.”
Understanding these two metrics at a granular level enables businesses to manage consumer expectations, optimize costs, and hold carriers accountable. Megan also stresses the importance of real-time data, particularly for tracking shipments and managing delivery exceptions.
Leveraging data for cost optimizationSurcharges are a significant factor in shipping costs, and Megan advises businesses to closely monitor these charges to identify opportunities for cost savings. Businesses can use parcel data to negotiate better rates with carriers and make informed decisions about service selection. “Knowing how to leverage that data to negotiate is really important,” Megan notes, highlighting that businesses can shift volume to different carriers if necessary to optimize costs.
The role of AI in parcel analyticsLooking ahead, Megan is excited about the potential for AI to democratize data analytics. She explains that AI can help those who are less data-savvy to easily access and interpret parcel data, thus lowering the barrier to entry for effective data use. “AI becomes a facilitator,” she says, allowing businesses to ask simple questions and receive actionable insights without needing deep technical expertise.
LinksConnect with Megan on LinkedIn: linkedin.com/in/megan-rudolph-688a4743Visit Saddle Creek’s website: https://www.sclogistics.com/
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First-mile consolidation is a great way for growing SMBs to simplify their shipping logistics. Tyler Abderholden, vice president of Sendle’s global network, explains what first-mile consolidation is and why it’s beneficial.
How does first-mile consolidation work?Generally, a multi-carrier shipping strategy involves coordinating multiple pickups at different times of the day. First-mile consolidation gives small businesses a way to reap the benefits of a multi-carrier approach without the headache of multiple pickups.
Tyler explains, “One driver will show up to your operation [and] pick up all of the packages, whether they're going to carrier A, carrier B, carrier C, carrier D, and so forth. … You have a single pickup. It comes at your preferred time of day.”
Benefits of first-mile consolidationWith first-mile consolidation, “you are managing a single touchpoint with a single provider.” By relying on a first-mile consolidator to get packages into the hands of the right carriers, merchants avoid shipping delays caused by missed pickups. And because consolidators access volume discounts, merchants save money too.
Giving customers a choiceFirst-mile consolidation provides access to a variety of shipping speeds, allowing customers to choose what works best for them. Tyler and Lori point out that the next-day shipping trend has begun to decline, with more consumers willing to wait longer for their packages.
Tyler says, “Everything was moving to, how do we get to next day? And now everything has been, some things need to be next day and some things are okay to take a longer time. And that's great. Customers have that choice.”
LinksConnect with Tyler on LinkedIn: https://www.linkedin.com/in/tyler-abderholden-06a00920/ Visit Sendle’s website: https://www.sendle.com/en-us
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Returns have come a long way since the early days of ecommerce, but they still have a long way to go. Eric Wimer, co-founder and CEO at Sway, envisions a future where returns are easy, fast, and cost-effective for both businesses and consumers. In this episode of Unboxing Logistics, he and Lori discuss what it will take to make that vision a reality.
A short history of returnsWhen ecommerce was just starting, Eric explains, “most sellers didn't accept returns.” Later, as ecommerce became more popular, sellers began accepting returns—but the process was cumbersome and slow. It involved filling out a form, then waiting weeks or months for the return to be processed.
According to Eric, Amazon helped pave the way for a smoother returns system. “Historically your only option would have been, I have to mail this thing. … I've got to package everything up, box it, label it, and go drop it off. … Well, Amazon really led the way [by] starting to offer multiple options for how you would send these items back.”
Three ways to handle returnsToday, consumers have three options for returning products (depending on what the merchant supports):
Shipping. Eric calls this the “traditional option.” The consumer prints a shipping label, packages the product themselves, and ships the package back to the seller.Drop-off. This option involves dropping a product off at a local retail location like Staples, Whole Foods, or a carrier store. Because it only requires a QR code scan, this option allows for boxless and labelless returns.Home pickup. Eric explains that with home pickup, “you can drop an item outside your door or choose to hand it to a driver directly, and that item gets picked up from your home. The driver scans the item in, and there's the ability for that refund to get released upon pickup.”
Tips for a great returns policy and processA great returns policy starts with simplicity, clarity, and visibility. Eric notes that many customers appreciate “getting an email once the brand receives the item in their warehouse and is actually processing it and then getting another notification once the refund has been released.”
He also points out that fast returns benefit ecommerce merchants more than you might think. “The faster that you get someone their refund, the quicker they get back into the ecosystem to shop. So there's a business case for this.”
LinksConnect with Eric on LinkedIn: https://www.linkedin.com/in/wimes/ Visit Sway’s website: https://www.shipsway.com/
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In this EasyPost Insider episode, John Wharff introduces us to EasyPost Enterprise and explains how it helps businesses solve their most pressing shipping challenges.
What is EasyPost Enterprise?John explains that EasyPost Enterprise is “software that is geared towards … really high performance, high complexity [shippers]. It opens the door to things like routing logic, business rules, [and] custom labels.”
Lori raises a question that might be on listeners’ minds: who should be using EasyPost Enterprise? John mentions that Enterprise is perfect for businesses in complex industries like pharmaceuticals or food. But any company that ships high volumes “can benefit from the type of processing speeds that EasyPost Enterprise can offer, as well as that business rule and logic layer.”
The importance of custom business logicCustom business logic is one of EasyPost Enterprise’s most important features. “One of the core components of the EasyPost Enterprise software is this idea of working with you to build business logic,” John explains.
“[When] an order comes in from one of your customers, it's running through all of our logic gates. We are picking the best possible service that meets all of your different commitments and then getting you that label so that you can get the box out the door.”
He continues, “The idea is really understanding what's important to you as a shipper and then building the system custom for you so that we're accomplishing those goals.”
A system that grows with your businessUnlike software providers that nickel-and-dime their customers, EasyPost Enterprise works to understand your business needs so you pay for exactly what you need, with no surprise fees. John says, “We want you to have a full understanding of what you're getting. And through [the] discovery process … we can give you an all-in idea of exactly what we think you need to solve [your] problem[s] so that you can avoid fees in the future.”
The model is designed to scale with your business. As John puts it, “You always have to be planning for what comes next, because the idea and the goal is always growth. You want to be shipping more. You want to be moving more things. And it's really important to anticipate that so that you can think toward the future.”
LinksConnect with John on LinkedIn: https://www.linkedin.com/in/john-wharff-7423403a/ Visit EasyPost’s website: https://www.easypost.com/
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In this special episode for EasyPost customers, Olivia Qin and Brittany Williams introduce the new and improved claims process for EasyPost Shipping Insurance.
What sets EasyPost Shipping Insurance apart?For customers not currently using EasyPost’s insurance, Brittany and Olivia share some key features that set the offering apart from other insurance services on the market. Olivia says, “What's great … is that it's one pricing. It's from anywhere to anywhere, except for U.S.-sanctioned countries. And it's also carrier agnostic.”
“It is insurance that the business buys, but they can pass on that cost to their customers if they want to,” Brittany adds.
A better claims experienceNow, businesses purchasing insurance through EasyPost will have access to a smoother, more streamlined claims experience. Brittany explains what’s changing:
“What is rolling out here in the end of July is a fully rebuilt claims experience. So we're adding the ability to file claims via API. We're adding a new web form to file claims with just a few clicks. And we're also creating a dashboard in the EasyPost web application where you can go and view the claims that you submitted, view what status they're in, watch them live as they're being processed on our side.”
Why purchase shipping insurance?Brittany, Olivia, and Lori discuss the importance of shipping insurance for ecommerce businesses. As Brittany points out, package loss, theft, and damage is inevitable. When shipping disasters strike, insurance “will guarantee that your customers are going to be happy with how you're handling their experiences.”
Olivia offers a quick tip for companies using shipping insurance for the first time: understand your policy’s requirements. “Make sure that you know what evidence is required when you file a claim. [And] make sure that you are telling your customers what's needed in case something happens.”
LinksConnect with Olivia on LinkedIn: https://www.linkedin.com/in/jingchen-olivia-qin/ Connect with Brittany on LinkedIn: https://www.linkedin.com/in/brittany-williams-597289124/ Visit EasyPost’s website: https://www.easypost.com/
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Finding, hiring, and training warehouse workers has become more difficult through the years—and it won’t get any easier. At the same time, manual processes aren’t scalable or sustainable. The solution? Invest in technology that helps employees do their jobs more efficiently. Jeremy Bodenhamer, founder and CEO of ShipHawk, explains why this gives businesses an edge.
Why flexibility is essentialJeremy explains that as ecommerce has gained popularity, some sellers have struggled to keep up with rapidly shifting consumer expectations. But that’s exactly what they need to do to stay afloat.
“Buyers are expecting smaller brands to be up to speed like they were giant brands. … Merchants have to get their operations to scale on day one, no matter what. There's no learning curve. There's no grace period. I've seen buyers completely abandon brands over slow or error-prone fulfillment or shipping or even communication.”
Solving labor problems with technologyIt’s a big issue in the logistics space: labor is scarce, with few people willing to take physically demanding warehouse jobs. According to Jeremy, he hears “from customers every day how hard it is not just to find, but to hire and train workers.”
Technology can help. “These companies need to think about training and more importantly, repurposing the people they have. How do [they] make training easier? How do [they] make sure they can fill roles in multiple areas of the business? … If I'm using dated, very difficult to use, expensive to operate, expensive to train, laborious products, software, hardware … I'm compounding my labor problem.”
Measuring warehouse performanceLori and Jeremy discuss a few things you should know about your logistics operations: What job needs to be done? Who is doing it? And how are you measuring the results? That final question is especially crucial. For organizations that haven’t been collecting and analyzing fulfillment data, Jeremy suggests starting small.
“Start with one metric … [and] make sure the new systems that are purchased or implemented can support that one. And if [they] can't, or you're not buying something new, look at what your current systems can support. What's the path of least resistance to start measuring something?”
LinksConnect with Jeremy on LinkedIn: https://www.linkedin.com/in/jbodenhamer/ Visit ShipHawk’s website: https://shiphawk.com/
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What is ESG, how is it different from sustainability, and when should your company start an ESG program? Alanna Fishman, managing director at FTI Consulting, joins us on this episode of Unboxing Logistics to share why ESG is critical to a business’s long-term success.
ESG vs. sustainabilityAlanna explains, “ESG literally stands for environmental, social, governance.” ESG programs focus on minimizing risks and bringing value to businesses.
To illustrate the difference between ESG and sustainability, Alanna shares an example. “Here's a sustainability statement: We believe in minimizing our footprint on the environment by reducing the amount of carbon we emit into the atmosphere. … An ESG statement would be, we are going to reduce our carbon footprint by X percent by 2025 because we can see that … this could result in millions of dollars of fines or fees or compliance costs.”
Why ESG?Currently, the U.S. has fewer environmental regulations than many other countries. Because of this, many organizations wonder if investing in ESG is really worth it. Alanna assures us that it is.
“You have to identify the risks that could potentially impact you from a financial or brand perspective. That includes environmental and social indicators—they're huge. You wouldn't run a good business by turning a blind eye to things that have an impact on you.”
She adds, “[ESG is] what brings in the best talent. It's what makes you want to stay for the long term. It's what makes you a better citizen of the world. It's what makes your company a better business.”
Technology’s role in ESGAlanna believes that “the future is regulation.” But a regulated future doesn’t have to be stressful or scary. The rise of technology like AI will make it far easier to measure your business’s impact. “Particularly in retail and logistics, keep your eye on technology changes. [Technology] is going to facilitate so much of the burden of reporting and tracking and trending your data. The future might be regulation, but it's … easier than you think.”
LinksConnect with Alanna on LinkedIn: https://www.linkedin.com/in/alanna-fishman-25301615/ Visit FTI Consulting’s website: https://www.fticonsulting.com/
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Every company approaches automation differently. Some fill their distribution centers with high-tech goods-to-person systems, autonomous vehicles, and robots that imitate human abilities, while others don’t even use simple barcode scanners.
If you haven’t dabbled much with automation yet, no worries; you can improve your processes gradually to create a delivery experience that outshines the competition. Kevin Gaul, product manager at RF-SMART, explains how to get started.
The ideal warehouseWhat does the ideal warehouse look like? According to Kevin, the answer is different for every organization.
He says, “There is no ideal warehouse. The same solution that works really well for commoditized CPG is not the same solution that's going to work well for very fragile, one-off, niche items, which is not the same solution that's going to work for the healthcare vertical.”
Where to start with automationKevin recommends automating your shipping first and foremost. He gives two reasons:
Cost savings. “Shipping costs are going to eat almost all of your other costs bar none. So you're going to get a much bigger return on your time and technology investment [with shipping automation].”Delivery experience. “Shipping … is your last opportunity to touch your customer before you let that package out into the universe … and put it in the hands of whoever your elected carrier is.”
Spending time on the warehouse floorLeaders, take note: to truly understand how your facilities operate and what automation tools you need, you should spend time observing how things work in the warehouse.
Kevin points out, “All too often … shipping automation projects … are done from offices, from conference rooms, from on high. And yes, that's one of the cardinal sins of product management, but it's certainly one of the cardinal sins of warehouse management too. So the moral of the story here is get out, spend time on the floor.”
LinksConnect with Kevin on LinkedIn: https://www.linkedin.com/in/kevin-gaul-14166a41/ Visit RF-SMART’s website: https://www.rfsmart.com/
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Although generative AI first became popular several years ago, it’s still making waves as new tools are released and existing ones are improved. And people still have questions: what can AI be used for? How will it help my business? And what are the risks?
Ibrahim Ashqar, CEO and co-founder of Lumi AI, joins Lori on this episode of Unboxing Logistics to answer these questions and more, explaining how to get the most out of AI when it comes to your logistics.
Three types of AIWhat counts as AI? As Ibrahim explains, different people have different definitions. He finds it helpful to break AI into three levels, which vary in sophistication and can be used to solve different types of problems.
Statistical models. “There's your statistical models, your advanced analytics that add a tremendous amount of value for things like sorting inventory in your warehouse according to strategic pick locations. It's not really AI. But it's advanced analytics … and it's very valuable.”Narrow AI or machine learning. “[These] predictive models have been trained on a large corpus of data, and they do a very specific thing. Like, I'm going to predict how much demand we're going to see next week, and you can take this demand prediction to help inform labor planning decisions downstream.”Generative AI. “It can create content, it can summarize content, it can create images, and it can code. There's a really cool use case there. Logistics companies aren’t software companies—we don't code or anything like that. But [generative AI coding can be used] to extract data insights from your database.”
Embracing innovationAdopting new technology can be scary. Businesses face concerns about cost, change management, and more, but they also fear being left behind if they don’t move fast. Ibrahim recommends embracing AI gradually.
“The benefits are truly incredible. Don't be scared to embrace the change. … Be very strategic and deliberate with your implementation of AI. Pick easy use cases with high ROI. Start small, prove the value, and then use the excitement and momentum to scale across the organization.”
Freeing up data teams for high-value tasksAI can help you access logistics data without overtaxing your data team. Ibrahim explains that data teams are often swamped with ad hoc data requests, spending up to 50% of their time on low-level tasks. With generative AI, non-data professionals can easily create code that gives them access to the information they need.
Ibrahim also addresses a common concern: “Aren't you replacing data analysts? No, we're empowering them to work on the things that are actually driving value.”
LinksConnect with Ibrahim on LinkedIn: https://www.linkedin.com/in/ibrahimashqar/ Visit Lumi AI’s website: https://www.lumi-ai.com/
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March is Women’s History Month—a time to focus on the accomplishments and contributions of women who have helped shape the world. In honor of the occasion, we’ve decided to highlight some modern-day women who have used their knowledge, experience, and leadership skills to influence the world of logistics.
This special episode features our women guests from seasons one and two of Unboxing Logistics. Although they all specialize in different areas of logistics—from warehouse management to shipping to supply chain technology—they share something in common. Each of them is helping to pave the way for women in a traditionally male-dominated industry.
This episode contains key insights and advice from our women guests. To hear more, make sure to check out their individual episodes:
Jessica Lowrance’s episode: https://www.easypost.com/podcast/how-to-fight-porch-piracy Kelli Martin’s episode: https://www.easypost.com/podcast/shipping-resources-for-small-businesses Jill Barron’s episode: https://www.easypost.com/podcast/building-better-supplier-relationships Nancy Seaboldt’s episode: https://www.easypost.com/podcast/navigating-the-erp-implementation-highway Kylie Schafer’s episode: https://www.easypost.com/podcast/navigating-omnichannel-commerce Gemma Shaw’s episode: https://www.easypost.com/podcast/leveraging-an-oms-for-growth Veena Harbaugh’s episode: https://www.easypost.com/podcast/sustainable-shipping-tips-for-small-businesses Kim Baudry’s episode: https://www.easypost.com/podcast/warehouse-automation-and-sustainability Jicara Gorski’s episode: https://www.easypost.com/podcast/carbon-neutral-shipping-how-does-it-work Ching Pei’s episode: https://www.easypost.com/podcast/leveling-up-product-management Anna Podolskaya’s episode: https://www.easypost.com/podcast/empowering-women-in-logistics
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Last-mile delivery is one of the most important parts of the logistics process, playing a huge role in the customer experience. But it’s also one of the hardest things to get right—and carriers aren’t the only ones responsible.
In this episode of Unboxing Logistics, Nicholas Daniel-Richards, CEO at Packiyo, lays out some last-mile challenges and explains how warehouse optimization streamlines the delivery process.
Why the last mile mattersAs CEO of Packiyo, a warehouse management system, Nicholas is very familiar with the ins and outs of logistics. But when it comes to the importance of last-mile delivery, he shifts to his consumer mindset.
“I'm still a consumer that's receiving packages … and I think the complications around last mile [involve] convenience. You know, do I have tracking information? Do I know when that package is going to arrive or when it has arrived? Is it the right thing (or things) inside the package?”
The answers to those questions can make or break the delivery experience—and mean the difference between loyal and lost customers.
The hidden side of last mile logisticsWho’s in charge of making sure last-mile delivery goes smoothly? Nicholas says, “A lot of people put an emphasis on … the carrier. But ultimately, there is that step of how packages get to the carrier in the first place.”
He explains that businesses are responsible for receiving customer orders, picking products, packing boxes, and coordinating shipping. If those tasks lead to inaccuracies or wasted time, the last-mile delivery experience suffers.
How to improve last mile speed and accuracyWhen picking, packing, and shipping decisions are made in the moment by individual employees, there’s a lot of room for error. If it takes too long to pack boxes, last-mile shipping could be delayed. If the wrong product gets added to a package, you’ll face a frustrated customer. And the list of potential issues goes on.
The solution? Make decisions before it’s time to prep packages, so warehouse workers know exactly what to do.
Nicholas puts it like this: “You don't want to make decisions on how an order should be packaged and fulfilled and shipped at the time that you're trying to process the order. That’s a repetitive thing. [The] factors that affect that should be automated.”
LinksConnect with Nicholas on LinkedIn: https://www.linkedin.com/in/nicholasdr/ Visit Packiyo’s website: https://www.packiyo.com/
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As businesses expand into new sales channels, order management gets complicated—and time-consuming. Gemma Shaw, head of partnerships at Order Desk, explains what order management systems do and shares tips for using yours effectively.
Benefits of an order management system (OMS)What are order management systems, and how do they benefit businesses? Gemma explains, “An OMS enables businesses to centralize all of their orders. This is particularly beneficial if you've got multiple sales channels. [If] you're selling in various markets, maybe even globally, all of your orders are housed in one place for visibility.”
Challenges when setting up an OMSOne major challenge when setting up an OMS? Identifying your workflow. Before diving into the implementation process, Gemma recommends determining what the system needs to do and how it needs to work. “Knowing exactly what you want to achieve with your OMS is helpful.”
Gemma also notes that it takes time and patience to learn how OMSs work. She says, “There's a learning curve with any new piece of software. And with something robust and technical like this, there's a particularly steep learning curve at the start.”
Getting the most from your OMSOMSs serve a very practical purpose: centralizing order information from various sales channels. But that isn’t all they’re useful for. As Gemma points out, these systems capture a lot of data: order volumes, inventory numbers, and much more. To get the most out of your OMS, “use that single source of truth to inform your strategic decision-making.”
LinksConnect with Gemma on LinkedIn: https://www.linkedin.com/in/gemma-shaworderdesk/ Visit Order Desk’s website: https://www.orderdesk.com/unboxing-logistics/
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Implementing a new ERP is a massive endeavor, and your business has a lot to consider. Which internal stakeholders should be part of the implementation project team? How will you get everyone else on board with the change?
In this episode, Nancy Seaboldt, ERP practice lead for Summit Advisory Team, shares advice for making the ERP implementation process smooth and effective.
The purpose of an ERP systemNancy begins by describing the purpose of an enterprise resource planning (ERP) system: “ERP systems come into play when companies outgrow running their business on spreadsheets. Spreadsheets can only take you so far. … In a nutshell, ERPs bring together the people, the core business processes, and the technology across the organization.”
Getting buy-in on an ERP implementationWhile the technical side of software implementation is vital, change management plays an important role as well. Nancy says, “A change management plan … is defining the roadmap for going from A to B from a personal standpoint. It’s a communication plan.”
Change management isn’t just a nice-to-have; Nancy emphasizes that it’s “critical to the success of the project.”
Customization vs. transformationFor a new ERP to truly make a difference in your company, you have to be willing to embrace change. “[It’s a mistake] to make the new system meet the old way of doing things. … That's not transformation. That's customization. … Implementing the new ERP should be considered transformational. Avoid just replicating what's done today to keep the status quo.”
LinksConnect with Nancy on LinkedIn: https://www.linkedin.com/in/nancyseaboldt/ Visit Summit Advisory Team’s website: https://summitadvisoryteam.com/
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As vice president of sales and solutions at Nimble, a fully autonomous 3PL, Jonathan Briggs knows just how powerful warehouse robotics can be. In this episode, he and Lori discuss the history of robotics in logistics, what companies are doing today, and how things will evolve in years to come.
What are robots capable of?Jonathan explains that in the past five years, the development of sophisticated artificial intelligence has led to “full-task robotics, where a robot can now do a full task of a person end to end.”
“It’s not just moving an item around a warehouse to make it a little bit more efficient. Now we can displace people because [robots have the same] functionality.”
What about human jobs?Lori poses a tough question: If robots can replace humans in the warehouse, won’t that harm workers? Jonathan says no, explaining that robots aren’t necessarily leaving people jobless; they’re usually used when there isn’t enough human labor to meet logistics needs.
Even more importantly? Robots can perform tasks that are often taxing and dangerous for humans. As Jonathan points out, “Everywhere you look, there's a shortage of labor, there's injuries and accidents. What we do is get rid of jobs that people aren't showing up for, are getting hurt doing, or don't want to do.”
Save money on warehouse real estateOne often overlooked benefit of robots? They allow businesses to make their DCs smaller while maintaining efficiency. Jonathan says, “Most people look at automation through the lens of labor, labor, labor—cost of labor versus cost of machine. But you can add in another layer of dimension there: [you] can shrink the building, [you] can shrink [your] utilities.”
LinksConnect with Jonathan on LinkedIn: https://www.linkedin.com/in/jdbriggs/ Visit Nimble’s website: https://www.nimble.ai/
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When businesses first start out, developing their product is usually a reactive process—and it’s hard to tell which new features make a difference. Ching Pei, VP of product at EasyPost, explains what product managers do to make the development process more proactive and effective.
The role of product teamsProduct teams are involved with every part of the business: customer success, sales, marketing, and more. Ching explains how she views product’s role: “I think of product as a center spoke of a wheel, with each of your departments surrounding it. [Product managers are] hearing feedback [from] external customers and internal customers, and it’s their job to come in and prioritize.”
Meeting the logistics industry where it isIf you’re a logistics tech company, you know that the industry is traditionally slow to adopt new, innovative solutions. But product teams still have an opportunity to design technology that makes a difference.
As Ching puts it, “Logistics [technology] is a little bit more tangible [than other types of software] … so you don't always get to push the boundaries of innovation. You have to meet the industry where it is. You may not be the forerunner in innovating and technology, [but] you're bringing in forward-thinking tech to an industry that has traditionally been a laggard in change.”
How to get customer feedbackCustomers should be involved with product development from day one, but you don’t want to overwhelm them with requests for feedback. Ching’s team finds a balance by “piggybacking off of already existing calls with customer success or support. If support faces an interesting topic, we may say, can I jump on the call with the customer when you explain this?”
“You should never be afraid to let your customers talk to your product team.”
LinksConnect with Ching on LinkedIn: https://www.linkedin.com/in/chingpei/ Visit EasyPost’s website: https://www.easypost.com/
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Peter Klevecz, regional and global customer manager at DHL Express, has witnessed the carrier’s sustainability innovations throughout the years (including purchasing 800 million liters of sustainable aviation fuel). Now, he joins Lori on this episode of Unboxing Logistics to discuss the what, why, and how of sustainable shipping.
What is a carbon footprint?Lori and Peter kick off the conversation by discussing what the term carbon footprint really means. Peter says, “[a] company's carbon footprint includes all of their direct and indirect greenhouse gas emissions.”
The importance of authenticityWhatever you do, don’t make false claims about your sustainability efforts. As Peter explains, doing so destroys consumer trust. “Building an authentic sustainable strategy is really the key to enhancing your brand image and gaining that competitive advantage in an ethical way.”
Customers want sustainable optionsHow can you get customers on board with your sustainability efforts? The answer is simple: communicate! “You can actually share with the customer how their decision is impacting the globe. It's a small investment to make a big impact.”
When you share your sustainability goals and initiatives, customers will continue supporting your brand. “Data supports that customers are willing and even happy to pay for sustainable options. They're more loyal to companies that provide them.”
LinksConnect with Peter on LinkedIn: https://www.linkedin.com/in/peter-klevecz-4632836/ Learn about DHL Express’s sustainability initiatives: https://www.dhl.com/us-en/home/about-us/sustainability.html Discover logistics sustainability trends in 2024: https://www.dhl.com/discover/en-us/global-logistics-advice/sustainability-and-green-logistics/sustainability-trends-in-logistics
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The logistics industry has come a long way in 40 years—and the future holds many exciting opportunities. John Campo, vice president of government and carrier relations for EasyPost, shares some key insights into the evolution of logistics.
2024 trends: carrier diversification and post-Covid market changesJohn and Lori kick off the episode with a discussion about the shipping market, where John points out that “carriers nationally have gone through some labor discord.” Although the threatened strikes were avoided, more shippers began trading their “one-trick ponies” for multi-carrier shipping strategies.
Moving forward, John predicts that some logistics companies will go out of business now that the Covid-19 consumer shipping craze has died down. “During that time there was massive over-investment … I think there’s going to be a consolidation in the business. The strong ones, they’ll survive and thrive.”
Importance of accurate delivery timesAs shipment tracking data improves, customers will be able to access automatic updates for every step of the delivery process. This proactive approach doesn’t just benefit consumers—it also saves carriers the cost of failed deliveries.
John says, “if the delivery can be made as exact and precise as possible using data, then the customer wins, the carrier wins, the merchant wins, and it keeps costs down.”
Understanding carrier performanceConsumers hold ecommerce businesses accountable for their shipping performance. That includes fulfillment activities like picking and packing orders, but it also includes carrier performance—something you often don’t have direct control over.
Because of that, John says, “understanding carriers' performance [by] utilizing time in transit data is really critical.”
LinksConnect with John on LinkedIn: https://www.linkedin.com/in/john-campo-88a10837/ Visit EasyPost’s website: https://www.easypost.com/
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