Question about product fulfillment or third-party logistics
(3PL) services? Save time and check below. Then contact us if
you need more information.
Click on Q. for answer.
Q.
Why outsource? Why use a fulfillment house?
Q.
How does this compare to setting up my own operation?
Q. Why Rhode Island?
Q. Who owns the product
in your facility and who is responsible for it?
Q. Do you have a facility
big enough to store my product(s)?
Q. How do you keep track
of all that inventory?
Q. Do you
provide customer service?
Q. Do you do
telemarketing?
Q. How do I get
the orders to you?
Q. What
is EDI?
Q. Can
you handle web orders for me? How does it work?
Q. Can you handle the
volume of orders?
Q. Do you provide packaging
– boxes, etc.?
Q. What is the best
and cheapest way to ship my product?
Q. Why do you need postage
in advance? We only cut checks once a week/month. Can't you
bill me for the postage?
Q. What's the average
turnaround time for fulfillment of orders?
Q. How quickly
can you be setup to start shipping my product?
Q. What
kind of reports can I get?
Q. What is your refund
and/or return policy and process?
Q. Do I need a merchant
account? Do you have a merchant account?
Q. How long does it take to
get a merchant account?
Q. Can you help me create
a web site or e-commerce site?
Q. What is your
standards policy?
Q. What is your policy
on confidentiality?
Q. Does Coast to
Coast provide mailing lists?
|
| Q.
Why outsource? Why use a fulfillment house? |
| A.
There are many good reasons to outsource, but the number one
reason our clients cite most often is value. There are minimal
expenses in starting a new project. The beauty of working
with Coast to Coast is that you have full and instant access
to warehouse space, specialized equipment and software, and
trained staff that you need to get your projects completed
quickly, accurately, and efficiently. At the same time you
have none of the overhead costs of developing or maintaining
those competencies. You pay only for what you use when it
is used. You can easily identify and attribute costs to your
programs to establish a clearer profit and loss. You do not
have to worry about how something is getting done, or supervise
the details, you simply delegate it to Coast to Coast.
Outsourcing
to Coast to Coast Fulfillment increases productivity by freeing
your time to focus on your core business. Minimal personal
supervision or intervention is required. Detailed reports
monitor the progress and provide project analysis. Outsourcing
to Coast to Coast adds to your knowledge base. We stay up
to date in new technologies and processes so you don’t
have to. Enhanced capabilities offer new options. Lower error
margins reduce waste and boost impact. An increased focus
on your project means faster turnaround. Outsourcing to Coast
to Coast provides flexibility. Each program is customized
to meet client needs/specifications. As needs change, we react
quickly to bring new services on-line. Our experienced and
trained staff can be mobilized to meet tight deadlines. Outsourcing
to Coast to Coast is transparent to you the client. Our seamless
service is achieved through technology and attention to details.
We act as an extension of your company.
Outsourcing
does cost money. However, it costs far less to do it right
the first time. Outsourcing is often far less expensive than
it might appear. For example, when you outsource, you gain
immediate access to capabilities that are probably not available
to you in-house. Not only are there tangible resources such
as extra space for storage and production, extra hands to
perform the tasks, and specialized equipment and software,
but there are intangibles as well, such as experience and
expertise. No matter how innovative your program may be, chances
are that something very much like it has already been done
at a fulfillment house, and the staff can advise you on where
and how to cut costs, as well as the potential pitfalls of
various tactical decisions. All of these resources are available
to you on an as needed when you outsource.
When
you outsource, you can focus your attention on your strategy,
your tactics, and your budget without having to worry about
the details of implementation, because Coast to Coast will
handle that for you. When you outsource, you do not have to
recruit, hire, train, supervise or justify any temporary personnel,
nor do you have to invest in new technologies that may have
very limited use at your company beyond your immediate need.
When you outsource, you run the show, because you are engaged
in a vendor-client relationship, rather than jostling for
limited resources within your company. When you outsource,
you control the costs. Coast to Coast has the expertise to
work with you to come up with solutions that meet your needs
as well as your budget. Not only can you prioritize your services
based on your budget and your needs, you will be able to isolate
and define the true costs of your program.
Coast
to Coast Fulfillment stakes its reputation and business on
getting things done on time, giving you one less thing to
worry about. We already have the resources to scale up (or
down), depending on the variable requirements of your program.
So if your program suddenly catches the imagination of your
target market and goes wild, then you can rest assured that
the system will not implode under the weight of success. Conversely,
if your program fails to find its audience (it can happen!),
then you don't have to worry about over-investing in resources
because when you outsource, you only pay for what you use.
TOP
|
| Q.
How does this compare to setting up my own operation? |
| A.
The goal in any outsourcing project is remove the burden of
dealing with this element to allow you to focus on your core
competencies. Coast to Coast allows you to do exactly this.
We will work with you to determine your needs and capabilities
and pick up the work that is deemed cost effective for both
of us.
As
a fulfillment house, we have been in business for many years
and know all the odds and ends of the business and shipping
product. We have a support network of suppliers and partners
that allow us to be more efficient and thus allow you to be
more cost effective. Coast to Coast will structure its service
to provide only what you need and make recommendations based
on our experience. We assist you from beginning to end. We
will work with you to design and use specific packaging or
off the shelf boxes. We are also capable of design and manufacturing
of box inserts so your package will get there safely. We know
how and when to take advantage of shipping companies and ship
the product in the most cost effective and fastest way. At
the end of the process, we can collect your payments and handle
customer service for you. TOP
|
| Q.
Why Rhode Island? |
A.
Coast to Coast Fulfillment is ideally located near ports and
to a large majority of customers. Its location also allows for
easy entry of product from off shore facilities (Asia and Europe).
TOP
|
| Q.
Who owns the product in your facility and who is responsible
for it? |
| A.
You, the client, own your product. We are simply a warehouse
storing product for you. We are responsible for it and keep
track of inventory for you. We can carry insurance to cover your product but the most common practice is to simply add a rider to your existing policy listing our warehouse as the location. TOP
|
| Q.
Do you have a facility big enough to store my product(s)? |
A.
Coast to Coast maintains 50,000 square feet of space. However,
our goal is to work with you to help you move product. We do
not want to be in the storage business. We do not charge storage
fees for product with an inventory of less than 60 days. TOP
|
| Q.
How do you keep track of all that inventory? |
A.
Our warehouse has a standard receiving bay. Your product is
checked in at receiving and updated in our business management
software. The software keeps track of the inventory as our inventory
processes, including receiving, shipping, and status, are constantly
updated. TOP
|
| Q.
Do you provide customer service? |
| A.
Coast to Coast provides customer service including a toll
free number for your promotion. Our customer service is there
to support your customer. For B2C, we will work with the consumer
to get his product working, take additional orders, replace
any broken parts or missing packages, and if necessary accept
customer returns. Our 1-800 (toll-free) number is provided
on the consumer’s invoice and packing slip. In addition
to phones and computers, our customer service representatives
also have internet access, so they can log on to your site
to help your customers find what they're looking for, or assist
with transactions when needed.
We
are proud of our outstanding customer service department.
Staffed from 8:30 AM until 5:00 PM, Monday through Friday,
our customer service representatives handle thousands of calls
each week related to orders processed by Coast to Coast Fulfillment.
We handle questions about billing and about the status of
orders. We handle credits and refunds, and we even offer limited
tech support for some products. We also will take orders,
especially reorders from satisfied customers. TOP
|
| Q.
Do you do telemarketing? |
A.
Yes and No. Our customer service representatives handle thousands
of calls each week related to orders processed by Coast to Coast
Fulfillment. We handle questions about billing and about the
status of orders with online access to each customer's transactions
history. We handle credits and refunds, and we even offer limited
tech support for products. We also will take orders, especially
reorders from satisfied customers. However, we are staffed only
from 8:30 AM until 5:00 PM, Monday through Friday, and our telephone
operators are trained customer service representatives but not
"salespeople." Consequently, we are not a full telemarketing
operation. For our recommendations on full 24/7 telemarketers,
contact us. TOP
|
| Q.
How do I get the orders to you? |
A.
Coast to Coast accepts orders via Electronic Data Interchange
(EDI), fax, web, mail, and telephone. We will work with you
to meet the demands of your customers to enter the orders as
efficiently as possible. If orders are received electronically
and may be imported directly into our order software, then there
is no charge for order placement. We already have in place import
maps set up with numerous telemarketing firms for direct import.
TOP
|
| Q.
What is EDI? |
| A.
Electronic Data Interchange (EDI) is defined as the inter-process
(computer application to computer application) communication
of business information in a standardized electronic form.
Put simply, EDI is about doing business and carrying out transactions
with your trading partners electronically. EDI covers most
things that are done using paper based communication, for
example placing orders with suppliers and carrying out financial
transactions. This is why the term `paperless trading' is
often used to describe EDI.
More
formally, EDI is described as the interchange of structured
data according to agreed message standards between computer
systems by electronic means. Structured data equates to an
unambiguous method of presenting the data content of a document,
be it an invoice, order or any other document type. The method
of ensuring the correct interpretation of the information
by the computer system is defined by the standard.
EDI
may seem difficult to distinguish from e-mail and other forms
of electronic data transfer as both involve the transmission
of electronic messages between computer systems. What differentiates
EDI is the internal structure and content of the data message.
The content of an e-mail message is not intended to be processed
in any way by the receiving system, whereas EDI messages are
intended for and structured for automatic processing.
With
EDI, businesses can eliminate the need to re-enter data from
paper documents and thus prevent clerical errors. It has also
been estimated that the cost of processing an electronic requisition
can be one tenth the cost of handling its paper equivalent.
EDI systems can shorten the lead time between receipt and
fulfillment of orders.
Use
of EDI to transmit invoice data and payments can improve a
company's cash flow and may increase the amount of working
capital as accounts can be dealt with more efficiently. The
process of working with trading partners to implement EDI
can also result in the benefit of closer working relationships
with trading partners.
The
strategic benefits of EDI include:
• Faster trading cycle
• Ability to adopt new business processes such as Just-in-Time
delivery.
• Ability to win new business or retain existing customers
leading to improvements in business efficiency.
• Ability to respond to highly competitive new market
entrants.
Operational
benefits of EDI include:
• Reduced costs - paper and postage bills cut - reduction
in money tied up in stock - manual processing costs (e.g.
associated with verification, keying and rekeying of documents
and the cost of manual filing systems).
• Improved cash flow
• Security and error reduction
• Acknowledged receipt
Opportunity
benefits of EDI include:
• Enhanced image
• Competitive edge
• Improved corporate trading relationships
The
greatest value of EDI is in strategic areas such as the provision
of better levels of customer service and improved marketing
competitiveness. TOP
|
| Q.
Can you handle web orders for me? How does it work? |
A.
Coast to Coast can accept orders in almost any medium, including
by EDI, telephone, fax, mail, web or other electronic media.
The key to inputting orders is to set up a map that allows the
data from one source to be copied into the other source (e.g.
Name goes to Name and city goes to city). For mail, fax, and
phone orders, our customer service personnel, we will manually
enter the orders into our business management software. Once
the order is submitted, it is processed through our electronic
system; payments are posted, packing slips are generated, shipping
is electronically manifested, and invoices are created. TOP
|
| Q.
Can you handle the volume of orders? |
A.
Coast to Coast has handled orders at all levels. For business
direct to consumer, one client accepts only mail order entry
forms for which manual data entry is required. We have filled
more than 200,000 orders with this product in less than one
year. We have also fulfilled one of the most successful music
promotions filling more than 450,000 orders in 6 months with
25% of those orders being rush delivery. TOP
|
| Q.
Do you provide packaging – boxes, etc.? |
A.
Coast to Coast will work with you to make it as simple as possible.
We will provide all necessary packaging or if you desire, allow
you to purchase supplies. We only ask that you work with us
so we do not fill our warehouse with boxes. TOP
|
| Q.
What is the best and cheapest way to ship my product? |
A.
There are numerous ways to ship product. The most common methods
are the U.S. Postal System (USPS), United Parcel Service (UPS),
FedEx and common carrier. Each of these carriers has certain
strengths and it is dependent upon what you are shipping and
where you are shipping. We use an electronic manifesting system
that works with just about any carrier you choose, so if you
don't see your carrier of choice listed here, just ask us. Coast
to Coast Fulfillment is Rhode Island’s largest USPS customer.
In fact, we have a USPS office in our building. TOP
|
| Q.
Why do you need postage in advance? We only cut checks once
a week/month. Can't you bill me for the postage? |
A.
Unfortunately, the USPS does not extend credit to anyone, including
us. If you have your own postal permit, you know that you cannot
just drop off a mailing and ask the Post Office to bill you.
They will calculate your postage and request a check up front.
The same principle applies with us on postage. TOP
|
| Q.
What's the average turnaround time for fulfillment of orders?
|
A.
Orders usually ship within 2-4 business days. The most common
delay is availability of the product. Rush orders are typically
shipped the same day of receipt or next business day if it is
received over the weekend. TOP
|
| Q.
How quickly can you be setup to start shipping my product? |
A.
Coast to Coast can usually be set up before our clients can
get us product. We pride ourselves on being ready to serve.
TOP
|
| Q.
What kind of reports can I get? |
A.
Coast to Coast staff will work with our clients to generate
any reports necessary. Typical reports include the following:
Sales, Deposits, Sales Tax, Inventory and Back Order. These
reports and sample customer invoices and packing slips may be
viewed under Reports/Forms. With the available resources and
staff, we can customize our databases and data collection systems
to capture any type of data consistently available. Then using
a report writer, we can supply just about any style of reporting
the data supports and might be desired by our clients. Those
reports can be provided in listing, graphic formats and presented
on hardcopy or via electronic media. You just have to tell us
what you want to know, and how you want to see it, and we'll
make it happen. As with all of our services, the frequency of
the reports is driven by your needs. TOP
|
| Q.
What is your refund and/or return policy and process? |
A.
Refund and/or return policies are client specific, and Coast
to Coast handles the implementation as requested by the client.
Specific return policies vary by client and by program. We can
receive and process returns, and we'll handle the final disposition
of the return item as instructed by our client. The only item
we ask is that the client work with us so that our warehouse
is not storing returned product. TOP
|
| Q.
Do I need a merchant account? Do you have a merchant account? |
A.
A merchant account is necessary to process credit card payments.
Coast to Coast maintains a merchant account; however, it is
preferred that the client set up their own merchant account.
Merchant account services may be provided to the client at the
discretion of Coast to Coast and its merchant bank. Fees include
a discount fee, a percentage of the total billings on credit
cards and a transaction fee per order. Our merchant account
covers American Express, Discover, MasterCard and Visa credit
cards. TOP
|
| Q.
How long does it take to get a merchant account? |
A.
There are numerous factors associated with getting a merchant
account. The number one factor is your relationship with your
bank. It also may depend on how long you have been in business
and what level of business that you are doing and have done.
The process can easily take 3 to 6 months. TOP
|
| Q.
Can you help me create a web site? Can you set up an e-commerce
site for me? |
A.
We will work with you to meet any and all of your needs. E-commerce
provides many opportunities and pitfalls. We will use our experience
to assist in getting the most of your investment dollar. TOP
|
| Q.
What is your standards policy? |
A.
Coast to Coast Fulfillment reserves the right to refuse any
program or service request upon review of the materials and
campaign plans. We will not provide services that will accommodate,
distribute, or represent materials of an obscene, inappropriate,
degrading, libelous, or potentially harmful nature. Neither
will Coast to Coast Fulfillment participate in, support or implement
any program or campaign of a deceptive or unlawful nature. TOP
|
| Q.
What is your policy on confidentiality? |
A.
Coast to Coast Fulfillment holds as confidential all client
related information, plans, and ideas. We also hold secure and
maintain in confidence all client proprietary information, including
databases, customer lists, formulas, inventories, materials
and/or products for which Coast to Coast has knowledge and any
other client related data. Coast to Coast Fulfillment will not
disclose, use, share, rent, lease or sell any client data, materials,
or products without the express written directive of the client
to whom it belongs, or unless so required by a court ordered
subpoena. TOP
|
| Q.
Does Coast to Coast provide mailing lists? |
A.
The customer names in our database belong to the client who
generated that name. We do not sell mailing lists or list procurement
services. At the request of the client, Coast to Coast will
generate a clean list and provide it to the client for their
use. A clean list has all of the same types of information in
the same fields in the same sequence in all records. When we
clean a list, we purge the duplicates, upgrade the addresses
to postal standards using sophisticated software, and create
an exception list of records that we were not able to either
upgrade or verify. TOP
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