Fewer tickets, more satisfied customers, relieved customer service

More than 70% of customer service requests result directly from fulfillment challenges and delays. The Alaiko Operating System is consistently focused on supporting customer service to increase customer satisfaction, save time and reduce operational costs.

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The Zenfulfillment experience for customer service teams

Rapid sales growth without exploding ticket volumes in customer service: With Zenfulfillment & the Alaiko OS, customer service teams have full transparency and control in the fulfillment process to answer customer inquiries faster and easily implement change requests. Smart email automation proactively informs customers of address problems and parcels ready for collection.

Improve the customer experience with optimized order processing

Proactively solves problems before they arise for your customers. Automates recurring tasks and frees up resources for your customer service.

Real-time order overview

Keep an eye on the status of all your customers' orders at all times: the real-time overview of all orders gives you full transparency.

Automated task management

Transforms the way customer service works from reactive & manual to automated & proactive: In Zenfulfillment, tasks for respective orders can be directly stored and executed digitally.

Synchronization with store systems

Flexible working: Decide for yourself which system you prefer to work in. Information is synchronized automatically and in real time with your store system so that orders can be processed anywhere.

Order Processing & Cancellation

Flexibility right up to the last minute: Improve the customer experience by responding quickly to individual change requests from your customers - right up to the moment of the physical pick.

Detection of incorrect addresses

No more incorrect data - delivery obstacles such as missing house numbers are automatically recognized in the system
and blocked.

Automated address correction

Offer your customer a smooth customer journey and prevent the purchase from being abandoned in the last few meters: Customers receive a notification with a request to correct the incorrect address and the parcel is sent on its way.

Smooth delivery experience thanks to automated dispatch management

In the area of fulfillment, normal service providers differ from full-service providers due to various key factors. To illustrate the differences, we look at different levels of service provision, starting with the basic service through to the comprehensive "full service". It is important to note that more service does not necessarily mean a better solution. Online retailers need to decide which option is best for their business case based on their requirements and resources.

Multi-carrier automation

Offer your customers different delivery options and optimized delivery times by allowing them to choose from different carriers, e.g. by destination region.

Shipment tracking

Get full insight into the status of your shipments on their way to customers with tracking updates.

Notification of lost consignment

Proactively approaches your customers and notifies them if a parcel is lost in transit. Prevents the request "Where is my parcel?".

Proactive research requests

Save customer service time with proactive follow-up requests by automating the most common query: "Where is my parcel?".

Automated customs clearance

Benefit from lower import sales tax (EUSt) with automated customs clearance through Zenfulfillment of non-EU shipments. Your customers enjoy faster parcel delivery times and a local delivery experience.

Optimize the product range through efficient
returns management

Conveniently manage returns in a structured overview in a single platform and capture
valuable feedback from your customers on return reasons.

Returns overview

Maintain an overview of all returns: active and passive returns are clearly recorded. The ABC classification for returns enables structured and efficient returns management.

Returns portal

Your customers generate their own label in the digital returns portal. Capture direct feedback from your customers on returns and keep track of information in a structured way.

Refunds

Manage refunds conveniently in a single platform without having to switch between different systems: Refunds can be triggered directly from the Alaiko OS in the store system.

Notification of passive returns

Reduces purchase abandonment despite undeliverability - your customers receive an automatic email if their parcel is returned to the warehouse.

Flexible returns strategy

Be flexible in your returns strategy and choose how you want to enable customers to return goods: With a label in the box, with manual support from customer service or via the digital Zenfulfillment returns portal.

Ready to take the post-purchase experience for your customers to the next level?
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For a non-binding exchange and quotation, arrange a consultation here.

FAQs

How regularly are orders synchronized between the Alaiko OS and the store?

The interface enables synchronization in real time. This is a basic requirement in order to be able to offer bundles and avoid overselling, for example.

Can orders still be changed or canceled after they have been transferred to the warehouse?


Yes, both you and your customers (depending on the use case) can make changes directly in the Alaiko OS. This makes it possible to change, add or cancel orders before they are picked.

What happens in the event of incorrect orders? And how can these problems be resolved as quickly as possible?

First, our system flags all incorrect orders and lists them in a separate tab. Depending on the cause, these problems are then solved automatically (e.g. stock levels) or proactively by the customer (e.g. address errors).

How are customers informed about the status of their order? What else happens in the event of a follow-up order?

Customers can use the experience modules to be informed proactively about all important shipping steps with branded e-mail communication. They can also track their order on a Track&Trace page integrated into their own webshop.
The Alaiko OS also offers the option of automatically initiating and processing a follow-up order and proactively informing customers about it.

What needs to be considered for shipments to non-EU countries?

Basically nothing. During onboarding, it is ensured that all relevant data is stored in Zenfulfillment & the Alaiko OS. This means that no further documents are required for an order and it feels the same as a domestic order.

How can you keep track of incoming returns and what information do you receive about them?

The Alaiko OS provides an overview of all returns in a separate tab, allowing you to view each one in detail and track the live status. You can find information on the returned items, the reasons for the return and the returns classification.

What options does Zenfulfillment offer for creating return labels?

Returns labels can either be enclosed with the parcel, accessed digitally via the returns portal or generated on request within the platform with just a few clicks and forwarded to the customer.

What happens in the case of passive returns?

First, we flag passive returns and list them in a separate tab on the platform. Customers can then be informed automatically while the shipment is still on its way back. They receive an e-mail and can trigger the reshipment to the existing address or another address if they wish.

Is it possible to refund returns directly in Zenfulfillment & the Alaiko OS?

The Alaiko interface offers a trigger so that the return refund can be triggered directly in the operating system and then takes place in Shopify, for example, without having to switch systems.

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