End User Fulfilment
Our objective is to allow our clients to be completely removed from the end user
demand-to-delivery process, while providing them with the ability to monitor and review
all aspects of the fulfilment process. Our “secure scan” system ensures total peace of
mind through web based reporting. Thomson Litho’s cutting edge Fulfilment centre runs on
a secure platform which allows our customers real-time access to all of the information
they require.
We offer uniquely tailored solutions for the most complex of client demands from short-term
promotional campaigns through long-term high value and volume programs. We despatch over
30,000 End User orders per month throughout Europe ranging from products manufactured in-house
(printed and optical media) through to the total turnkey experience for high value procured
product (Handheld PCs, Hardware etc).
Pick, Pack and Despatch
Our Pick & Pack area has controlled swipe-card access and is 100% covered by CCTV. Each order
is processed through our 'secure scan' system which has been custom developed for our Fulfilment
Centre. This ensures that all customers orders are completed accurately, giving complete
real-time reporting of order status and allowing us to report on when orders are opened and
components scanned. On-line order tracking is available to allow the end user to check the status
of their order. Additionally, personalised auto e-mail responses will advise the end user at
various stages from order receipt to order despatch.
Front-End Order Reporting
On-Line ordering
Our in-house IT department design, develop and host secure, multi-lingual, on-line ordering websites.
Reporting
Our Fulfilment Centre and Contact Centre have both been developed to allow optimum real-time reporting
to our customers. This gives them the peace of mind to completely outsource their end user fulfilment
to us while allowing them to have constant live access to their account and order status.
Through a secure customer website you have access to over 20 customised reports. Some examples of
these are detailed briefly below.
Client Database - allows the customer to access their client database and can be sorted and broken
down by any criteria captured in the database.
Client Order Status - allows a real-time check on the status of any end user order.
Invalid Orders - provides a report on all invalid orders and can be broken down by country, reason code or
any other criteria.
Inventory Report - gives a live report on all inventory held for a specific program.
Quantity Shipped - gives a quantity shipped report for inventory items and can be broken down by country and
program and within any specified date range.
Weekly Report - shows weekly orders received and shipped, broken down by country. Also shows cumulative orders
shipped and received for the duration of the program, orders currently waiting to ship and aged orders.
Aged Orders - provides a list of all orders which have not shipped within a specified acceptable time period.
This can be set to any specific SLA (i.e. 4 days).
Customer Service - shows number of calls received against each reason code. Broken down by country and within
any date range (monthly).
CRM Search - allows Call Centre Agents to check online the status of a customer order. Also shows full delivery
address, billing address, billing details including payment method and all customer service enquiries and comments.
Create customer service orders from this search.
Voucher Entry - for data entering a new order.
Item Per Order - shows the number of orders containing 1, 2, 3 etc items.
Management Report - shows quantity of orders received each day, quantity of orders shipped each day, quantity of
orders waiting to ship (real time), cumulative quantity of orders received and shipped and aged orders (real time).
Can be broken down by country and program.
Re-Order Report - monitors usage and details all inventory items which require to be ordered.
Site Traffic Report - shows number of hits on a particular web site. Also shows how many hits per page and how far
into site the end user has gone.
