B2C Ecommerce Logistics
The abbreviation B2C means “Business to Consumer”, that is, the commercial relationship established between a commercial business and a consumer.
According to the forecast of the EcommerceB2C Observatory, the objective of which is to monitor the evolution of electronic commerce in Italy by comparing it with that of the international scenario, the overall value of online purchases for the current year exceed 19 billion euro, therefore recording an increase of more than 2.7 billion euro compared to 2015, equal to just on 17%.
The statistics indicate that the Italians who purchase online amount to 18.8 million, just on 61% of the internet population able to make purchases (30.8 million individuals). The surprising fact is that only two years ago we were still below 50%. Currently there is no other sector in Italy capable of recording such high growth rates as that of electronic commerce.
Despite this, ecommerce businesses in Italy are still relatively few compared to the number of companies. In fact, only 40 thousand companies that sell online in Italy have been recorded, against 800 thousand at a European level (with 200 thousand in France alone). In this way the Italian companies not only lose market shares of the Italian purchasers, but they also risk losing income from foreign e-shoppers. This is a real shame considering the potential of the Made in Italy products, especially in the fashion, crafts and food sectors.
These data show how important (if not crucial) it is today for companies to be online with an active and functional ecommerce sector.
In order to be truly efficient and ensure successful ecommerce, a company must find a logistics partner capable of guaranteeing reliability and security. The B2C logistics ecommerce allows for organizing the flows of goods and information in the best possible manner, backed up by multi-channel support for ensuring a punctual and accurate service for customers.
PVS offers integrated logistics solutions that range from the design of the conceptual model to complete operational management through the implementation of integrated supply chain models based on the real needs of the clients.
The advantages of entrusting the logistics of your ecommerce to PVS are as follows:
- Real-time visibility of the warehouse situation;
- Automatic integration with an ecommerce platform and CRM;
- Automatic updating of the warehouse inventory on the ecommerce platform/CRM;
- Domestic and international shipments with the best couriers or with specific solutions;
- Customization of the service based on the client’s requirements (serial packaging, gift packs, cards, waybills, invoices, etc.);
- Management of domestic and international returns, with specific reporting, quality control and reprocessing;
- Multilingual customer service.
In a manufacturing company, the time required to produce goods is strongly conditioned by the sourcing of the raw materials, the assembly elements and the exchange prices at all levels of the manufacturing chain.
The Supply Chain is an end-to-end process that allows for producing and distributing products and services to customers. It generally involves the transfer of the goods from the suppliers to the producers, to the distributors, to the retailers and finally to the customers. During this process and based on the customers’ demands, the raw material supplies and components are transformed into finished products that are then distributed to the final users.
The management of the distribution chain (supply chain management) involves the various logistics activities of the company for the purpose of controlling the performance and improving efficiency.
It indicates the strategic coordination of the various factors of the distribution chain, such as the purchases, sourcing, warehouse management, transport and maintenance.
It therefore concerns the identification of the instruments and methods aimed at improving and automating the sourcing, and reducing the stock and delivery times.
This is also called continuous flow work for characterizing the reducing of stock to a minimum along the entire chain.
The term Fulfillment indicates the process of accepting and carrying out an order. It therefore entails the series of activities that include the receiving and management of the order, pickup, packaging, labeling, customer service, management of the payment methods and management of returns.
The fulfillment integrates the product flows, such as the handling and shipping, with customer care and customer assistance services.
In order to improve the performance and control of the fulfillment process, companies are discovering more and more new ways to manage the processes for increasing their own competitive advantage. Said management, which is called supply chain management, includes all those activities that effectively launch the product on the market and generate customer satisfaction. The aim of correct supply chain management is to integrate in a unique environment not only the subjects, but also the relationships existing among them, such as the purchase, transport, distribution and the operations relating to the production. Optimal management of the supply chain coordinates and integrates all these activities in a continuous process involving subjects like the suppliers, customers, shippers, partners and suppliers of the information systems.
Multilingual Customer Service
It has become strategic for all companies to be able to export their products and services on the foreign markets. This need is even more evident above all towards the emerging markets, which thanks to internet can be reached increasingly more easily. Thus it becomes necessary to set up a sales network and a global after-sales service.
It is essential to offer Multilingual Services and sales instruments in the language of the users, at the same time also ensuring flexibility and dynamism.
PVS offers specific services for any type of requirement: Customer Services (Call Center) in 35 languages with reporting, the management of telephone calls, chats, emails and faxes, customer assistance services in writing, social-commerce (management of Facebook, Twitter channels, etc.).
Customer service is now an essential tool on a dynamic and competitive market. The managers of the customer service play an increasingly more important role in ensuring the success of the company, by meeting the customers’ demands. Their problem-solving skills are important, as well as their knowledge of the products and the corporate policies. They must also be good listeners in order to guarantee customer satisfaction. The excellence of the service to the customer is a relevant competitive factor that contributes to the construction of a positive corporate reputation, combining technical skills and relational capacities.
Today consumers purchase more and more on the electronic market and companies must be capable of satisfying this demand and of following their customers on the digital channel in order not to risk losing competitive advantages and market shares. Ecommerce calls for resources and innovative skills that are often difficult to find within the company itself. For this reason, outsourcing often represents the winning strategy for launching and strengthening the company’s presence on the web.
- The numerous advantages of B2C Full Outsourcing:
- Shop Management: design, development and management of the shop;
- Administration and order management;
- Customer Care: call center and multilingual assistance for customers;
- Integrated logistics with quality and quantity control, management and storage of the goods in pallet positions and shelves;
- Accurate management of returns with control and conditioning of the goods;
- Specific services for customers such as serial packaging, gift wrapping, silk paper, gift cards, etc.;
- Management of shipment of the goods in Italy and abroad with the best couriers or specific solutions;
- Extra services such as photographic and video productions, customization of garments, data entry, etc.