| Frequently
Asked Questions |
|
| |
|
Q.
Why outsource? Why use a fulfillment house? |
|
| |
|
| 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 also carry insurance to cover your product. We do not charge you for storage of your inventory as long as it is less than a 60 day supply. We want you to turnover your inventory. 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: Operational
benefits of EDI include: Opportunity
benefits of EDI include: 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 principal 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 | |
|
|
|
| Q. What is an indicia? | |
| A. An indicia is an imprinted designation (such as a postal permit) on a piece of mail that indicates postage payment. It can be used in place of a stamp or meter mark. TOP | |
|
|
|
| Q. What does "franking" mean? | |
| A. Franking refers to the imposition of postage on a letter or parcel to indicate payment of postage. When we say we're franking a letter, we mean we are affixing a stamp, running it through our mail meter, or ink-jetting a mailing permit indicia. TOP | |
|
|
|
| Q. What is CASS Certification? | |
| A. The Coding Accuracy Support System (CASS) Certification process is used to improve deliverability and qualification for postal automation discounts. Mailers or their list suppliers must use "CASS" certified software to update the zip code, zip+4, and DP Barcode data on their mailing lists. Mailers must be able to demonstrate that their lists are CASS certified to claim postal discounts by submitting a report to the Postal Service. TOP | |
|
|
|
| Q. What is a Postal Presort? | |
| A. Postal Presort is the process of preparing mail by sorting pieces destined for the same area so they qualify for postal discounts. TOP | |
| |
|
| Q. What is Zip+4? | |
A. The "+4" part of the zip+4 is an extension to the traditional 5-digit zip code that identifies addresses more accurately geographically. This use of zip+4 by Coast to Coast helps the Post Office sort mail faster and with fewer errors, thus allowing us to receive lower postage costs that we pass on to the client. TOP
|
