When you choose to work with an outsourced fulfillment partner, new systems and standards will get adopted, and your internal processes for things will begin to shift – and hopefully for the better! The goal of working with a 3PL is to lighten your load and streamline shipping logistics to an expert who can handle the hard stuff for you. But considering how that will affect your brand may be holding you back. 

While most partners do have standards for how they operate, finding the right one that fits your needs and allows your brand’s voice to shine through is key. From packaging and messaging to how they represent your brand on your behalf, consider these items and more when choosing the right partner to work with. 

Consider branding and packaging 

Develop comprehensive brand guidelines that outline your brand's voice, tone, visual identity, and values so your customer experience is intentional across all touchpoints. While not all 3PL partners will require custom packaging (and this can save you some serious money), a partner like ShipDaddy can discuss branding with you and give you insights into how to best leverage it. This may include custom boxes, printer marketing inserts to include in packages, and more. 

It’s important to work with a 3PL on packaging so that you are charged appropriately by carriers and aren't killed with dimensional weight price increases.

Set up automations that help you work smarter

Email automation can be a valuable tool in ensuring that outsourced fulfillment for an eCommerce business feels in-house to customers. From customer journeys and payment confirmations to birthday greetings, support outreach, and more, leveraging emails to help your customers know who your brand is can be a great tool. Here are some types of emails you may want to consider exploring. 

1. Order Confirmation and Updates: Set up automated emails to confirm customers' orders immediately after they make a purchase. Include personalized details such as order numbers, item names, and quantities to reassure customers that their order is being processed. This keeps customers informed and creates a sense of transparency, mimicking the experience of an in-house fulfillment process.

2. Personalized Messaging: Utilize email automation to deliver personalized messages to customers. Address them by their first name and include tailored recommendations or related products based on their purchase history or browsing behavior. By offering personalized suggestions, you show customers that you understand their needs and preferences, enhancing the feeling of a personalized, in-house experience.

3. Order Tracking and Delivery Notifications: Automated email notifications can be sent at key stages of the fulfillment process, such as when the package is shipped, out for delivery, or delivered. Include tracking links or numbers in these emails so customers can easily monitor the progress of their orders. Regular updates on the whereabouts of their package create a sense of involvement and reliability, replicating the feeling of an in-house fulfillment process.

4. Post-Purchase Follow-up: After customers receive their orders, automated emails can be triggered to gather feedback, ask for product reviews, or provide post-purchase support. Express appreciation for their business, offer assistance, and encourage them to share their experience. These follow-up emails show that you value their opinions and are committed to their satisfaction, just as an in-house team would be.

5. Customer Service and Support: Automate email responses to common customer inquiries or frequently asked questions. Develop a library of pre-written responses that address various topics, ensuring prompt and consistent customer service. While customers may be aware that the emails are automated, providing timely and accurate information helps maintain a sense of efficiency and attentiveness.

Through timely updates, personalized messaging, branded communication, and responsive customer support, email automation helps bridge the gap between outsourced fulfillment and an in-house operation, fostering customer satisfaction and loyalty.

Communication is your best friend

Not only is communication with your customers important, but open and frequent communication with your logistics partners is just as crucial. Maintain open and frequent communication with your fulfillment partner to ensure you’re always on the same page and in the loop. 

When you’re first getting started working together, clearly articulate your brand's objectives, customer expectations, and any specific requirements that your 3PL should know about your business. Over the longer course of your relationship, regularly share updates, product launches, and marketing campaigns to keep them in the loop on what’s happening and when. 

By sharing real-time information, specific requirements, and growth projections, you enable your partner to optimize processes, prevent delays, and align resources. Prompt communication allows for issue resolution, proactive customer service, and preserving brand values. The collaborative relationship fosters feedback, drives improvement, and ensures seamless logistics performance, ultimately delivering a positive customer experience.

Working with a trusted 3PL partner 

Working with any outsourced service provider can be scary at first, but finding the right partner who feels like an extension of your team is key. When you work with a team like the one at ShipDaddy, we ensure that your brand always comes first and is reflected accurately in everything we do for you. 

From correctly sized packaging to timely processing and fulfillment, your success is our success. Learn more about our services and request a quote from our team today. 

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