When your brand has multiple stores across the country, all with different owners, stock and special pricing, maintaining a seamless customer experience can be tricky, to say the least.
That’s the challenge that Paper Plus brought to us in 2019. The franchise has about 100 independent stores all around New Zealand. The challenge was giving store owners autonomy over stock, prices and their customers while minimising costs and delivering a single and seamless customer experience online and off. That all came down to an order fulfilment process that could handle so many moving parts.
Working together, we designed all the steps from receiving an order to getting the items into the customers’ hands – using MaxCommerce. The extensive process uses tailored fulfilment logic based on their complex business rules. It takes into account everything: the requirements of each store, including their commissions, stock consolidation rules, click and collect vs. home delivery processes, the needs of B2B vs B2C customers, stock availability in stores, fulfilment centres or suppliers, and store-specific B2B customers.
The result? Paper Plus reduced freight costs, gave dispatch staff clear visibility of orders, and made it easier for customers to order online or click and collect from their local store.