August 26, 2004, 12:00 AM

Web-based shipping tool helps improve customer service at TheEndRecords.com

By integrating its e-commerce software with an online shipping tool from UPS, TheEndRecords.com is saving up to two hours per day on shipping chores and reinvesting the time in customer service.

By integrating its e-commerce software with an online shipping tool from UPS, TheEndRecords.com is saving up to two hours per day on shipping chores and reinvesting the time in customer service, owner Andreas Katsambas tells Internet Retailer. "A small company like ours operating in the same pool as Amazon, we have to offer as many service options as possible to be competitive," he says.

TheEndRecords.com processes 150-200 orders a day with a staff of about 10, but until recently its fulfillment and shipment operations slowed down its overall operations, cutting into customer service, marketing and the attention a small business needs to build customer relationships and grow.

But now, using a web-hosted e-commerce software suite that integrates with UPS shipping management software, The End Records saves up to two hours a day of processing shipping data and has re-allocated three employees to spend that time developing customer relationships. "In the past, we spent hours every day typing addresses, now we put more time into marketing and refining customer service procedures," Katsambas says.

An effective shipment-management system, he has found, can mean the difference between a site that struggles to process all of its orders every day, and one that builds customer relationships and revenues. "We’ve been doubling sales in each of the last few years," Katsambas says.

The End Records uses a hosted e-commerce software suite from NetSuite Inc. that integrates its order management application directly with shipping software running on UPS servers. When customers enter their shipping addresses on TheEndRecords.com, their information is automatically entered into UPS’s shipment management software. That not only saves Katsambas’ staff from spending hours re-entering shipping addresses and other information into a shipping application, but it provides for more accurate data, cutting down on the need to chase down misplaced orders or to correct inaccurate invoices. In the past, when employees re-keyed customer addresses from online orders into the UPS shipping application, occasional data entry errors would result in misplaced deliveries. "UPS would have to call us up and delay shipment to the customer, and the customer would get upset," Katsambas says.

 

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