Get in touch
Barrett Distribution Centers
15 Freedom Way
Franklin, MA 02038
508-553-8800
One Call Resolution: The Key to 3PL Customer Satisfaction
Adam Robertson • Jun 19, 2024
A Simple Concept That Requires Hard Work to
Execute in 3PL Operations
While the 3PL world is built on operational speed and efficiency, running a great 3PL requires more than operational excellence. We need to deliver the goods on the relationship front as well.
At Barrett Distribution, a core tenet of our client focus is a concept we call “One Call Resolution.” This simply means that when one of our customers contacts us, we aim to own the issue from beginning to resolution.
Over the last three years, we have trained hundreds of employees on this concept, often enhancing our training to sharpen our focus.
Here are a few of the best practices we have learned along the way:
- For One-Call Resolution to work, you need to go company-wide. Since not all issues can be resolved by a client-facing employee, One-Call Resolution only works if the whole company is bought in. Aim to train all roles that could be touched by a client request.
- Manage a to-do list effectively. This may seem obvious, but like anything, you can always do it better. We are agnostic as to whether a team member uses electronic or paper tools, but a to-do list is a must in our business, whether working as a leader on the floor or in a corporate role.
- Commit to a date and provide updates along the way. Only some requests can be resolved via one email exchange or call, so we ask our teams to commit to dates with clients so we can ensure alignment and progress. We hope to bat a thousand, but if we ever miss a deadline due to an unforeseen circumstance, we must provide advanced notice of that possibility. We never want a client to learn of a delay on the due date.
- Look forward in your calendar. High performers look forward a week or two to ensure they are prepared for upcoming meetings and commitments. When an employee expects to be out of the office, we know the business will keep going…so it is on that employee to align with others to ensure we continue to meet our customers' asks.
- Use Outlook reminders. This simple trick goes a long way: Plant reminders in your Outlook calendar so you remember to hit key milestones and follow up with customers “on time and in full.”
- Aim to be an email rockstar. Many missed deadlines and unfulfilled requests stem from miscommunications. As such, we teach some basic email best practices:
- Limit the “to” field to your primary recipients and be clear about whether the email is an update or if a specific response or action is requested
- Use “cc” for people who need to be aware but are not required to reply
- Be clear about your purpose in the Subject field (e.g., “ACTION REQUESTED BY 5.21.24)
- Avoid “see below” when forwarding emails – take the time to explain the context
- Be concise and use bullet points where possible. Business emails should be clear and easy for the reader to understand.
- When you need help, do the heavy lifting. Many requests require cross-functional collaboration or even input from the customer. Aim to do the heavy lifting by doing as much of the work product as possible (e.g., create or fill out most of the document or form). That way, the missing piece you need from your busy colleague or customer is just that: one piece they can do quickly. In short, if you need someone to close a task, make it as easy as possible for them.
- Get creative when you are stuck. “I have emailed them three times” is a frustrating statement. When you are stuck, try changing your messaging in a meaningful way...and if you are communicating over email, pick up the phone—experiment with creating urgency and connecting with those you need to close the task.
- Remind customers about their own goals and priorities. Occasionally, a customer will mention their goal for the relationship (e.g., develop a new report by Q3), but they will forget about the goal as things get busy. Instead of being glad you dodged the extra work, circle back and remind the customer about their stated goal. This is a great way to show the customer you are focused on their goals.
- Above all, assume positive intent. We all want to do a great job for our customers, but sometimes, things get stuck or go wrong. Do not assume your colleague, business partner, or customer does not care about the project or task—come to the table assuming they care and find a way to close the open item collaboratively.
This year, we will train more than 200 people (some new, some as refreshers) on One Call Resolution. We aim to add to our list of best practices through examples and shared experiences. Until then, I hope the above ideas elevate your customer relationships.
Recent Blog Posts
The holiday rush isn’t just tough on Santa—it’s a race against time for businesses too. Whether you’re a retail brand gearing up for Black Friday or an e-commerce business preparing for last-minute holiday shoppers, this hectic time can be a challenge or a growth opportunity. This is where partnering with a third-party logistics (3PL) provider like Barrett Distribution can make all the difference. Here are seven ways a 3PL can help your business scale and succeed during the holiday rush: 1. Managing Seasonal Inventory Surges One of the biggest challenges businesses face during the holidays is inventory management. Too much stock can tie up capital, while too little can lead to missed sales opportunities. A 3PL partner can help you forecast demand based on historical data and trends, allowing you to adjust your inventory levels in real-time. At Barrett, our advanced inventory management systems provide visibility of stock levels, guaranteeing that we maintain optimal stock and minimize the risk of stockouts. 2. Optimizing Fulfillment for Faster Shipping Speed is the name of the game during the holidays. Customers expect their packages to arrive quickly, especially with the rise of e-commerce giants like Amazon setting the bar for fast delivery. Partnering with a 3PL optimizes your fulfillment process, ensuring orders are picked, packed and shipped efficiently. This is why we have strategically located warehouses nationwide, allowing us to shorten transit times and reduce shipping costs by fulfilling orders closer to your customers. 3. Expanding Your Distribution Network A common roadblock for scaling during the holidays is limited distribution capabilities. We offer access to a nationwide network of warehouses and transportation solutions, enabling you to reach more customers faster. By leveraging our network of multi-client and dedicated warehouses, we help you expand your reach without the need for significant capital investment. 4. Flexible Staffing for Peak Demand The holiday season is notorious for fluctuating demand, which can strain internal resources. Hiring and training seasonal staff can be a logistical nightmare. With a 3PL, you don’t need to worry about staffing shortages during peak season. Our teams are already trained to handle large volumes, and we scale our workforce to meet the increased demand, ensuring that your operations run smoothly even when the pressure is on. 5. Managing Returns Efficiently The post-holiday returns process can be just as hectic as the holiday rush. Our focus post-holiday rush is to streamline reverse logistics by managing returns quickly and efficiently. This improves customer satisfaction and helps you recover value from returned products faster, which can make a big difference to your bottom line. 6. Technology and Real-Time Insights Visibility is essential when scaling your business, especially during the holidays. We offer real-time tracking and reporting tools, giving you insights into every aspect of your supply chain, from inventory levels to order fulfillment and shipping times. Our cloud-based technology platforms allow businesses to monitor their operations and make data-driven decisions, ensuring they stay agile during the holiday rush. 7. Focus on Core Business Activities Most importantly, partnering with a 3PL like Barrett lets you focus on what truly matters—growing your brand and driving sales. By outsourcing logistics to a trusted 3PL provider, you can dedicate more time to marketing, product development, and enhancing the customer experience, knowing that your supply chain is in good hands. Conclusion Holidays are critical for businesses, and scaling up to meet demand can be daunting. By leveraging the expertise, infrastructure, and technology of a 3PL like Barrett, you can confidently navigate the complexities of holiday logistics while delivering exceptional service to your customers. Whether you’re looking to optimize your fulfillment, manage returns, or expand your reach, a 3PL partner is a must for a successful holiday season. Are you ready to take your business to the next level this holiday season? Contact us today to connect with one of our 3PL logistics experts.
According to a report by Convey, nearly 40% of consumers say they’ll abandon a brand after a negative delivery experience during peak season. Let’s be honest—peak season is one of the most demanding and exciting times of the year, but your 3PL partner can make or break your business’s success during this period. For over 80 years, Barrett Distribution has been a trusted 3PL partner, helping businesses of all sizes navigate the complexities of peak season. With the right preparation, you can avoid many headaches and costly disruptions. Here are 10 practical tips to help ensure your 3PL provider is ready to meet peak season demands: 1. Collaborate on Early Forecasting and Demand Planning Work closely with your 3PL to analyze previous peak season data and current market trends. Accurate forecasting of inventory levels and order volumes will help you avoid the pitfalls of stockouts or overstocking, helping your operations flow efficiently during the rush. 2. Optimize Warehouse Space and Layouts Discuss warehouse space optimization with your provider. Efficient space use is key during peak season, so double-check that your 3PL implements smart slotting strategies and efficient storage solutions for faster picking and packing 3. Ensure Flexible Staffing Capabilities Ask your 3PL about their staffing plans for peak season. Cross-trained staff and temporary workers can manage the spike in order volume, keeping operations steady and fulfillment on schedule.  4. Prioritize Seamless Technology Integration Ensure your 3PL’s technology is fully integrated with your systems. Real-time order tracking, inventory counts and automated reporting are essential tools to help you maintain complete visibility and control during the busiest times. 5. Leverage Strong Carrier Relationships Check with your 3PL about their carrier partnerships. Priority shipping options, even when carrier capacity is tight, can be critical in meeting delivery deadlines. Ensure they offer a range of shipping options that align with your customers’ expectations. 6. Maintain Proactive and Transparent Communication Communication is key during peak season. Set up regular check-ins and touchpoints with your 3PL to stay informed about your inventory status and any potential issues. Clear proactive communication helps you navigate challenges quickly and efficiently. 7. Emphasize Continuous Improvement and LEAN Processes Work with your 3PL to identify potential bottlenecks and inefficiencies in their processes. Continuous improvement through LEAN practices can help ensure that your 3PL is operating at peak performance when it matters most. 8. Explore Custom Packaging and Value-Added Services 77% of consumers have chosen, recommended or paid more for a brand that provides a personalized service or experience. [Source: Ninetailed] Talk to your 3PL about offering custom packaging or kitting services to enhance the customer experience. Peak season is a great opportunity to differentiate your brand with tailored packaging solutions that leave a lasting impression. 9. Plan for Reverse Logistics and Returns Returns are inevitable during peak season, so it’s important to streamline the process with your 3PL. Efficient reverse logistics solutions can turn a challenging aspect of the season into a positive customer experience, minimizing disruption to your operations. 10. Verify Scalability of Infrastructure Ensure that your 3PL provider has the infrastructure to scale quickly. Whether it’s increasing warehouse capacity or ramping up shipping capabilities, your logistics provider should be able to flexibly adjust to surges in demand. Conclusion Peak season can put pressure on any business, but by working closely with your 3PL provider and preparing strategically, you can turn this challenge into an opportunity for growth. From forecasting to staffing and technology, these tips will help you get the most out of your logistics partner and ensure a successful season. Are you in need of a reliable 3PL partner for peak season success? Contact us today to see how we can support you.
Personalization: A Necessity in eCommerce
