One Call Resolution: The Key to 3PL Customer Satisfaction
Adam Robertson • June 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
Choosing the right third-party logistics (3PL) provider is one of the most important decisions a growing business can make. While traditional warehouses simply store and ship products, today's supply chains require much more. A modern 3PL should serve as a strategic partner—helping businesses improve efficiency, reduce costs, and deliver a seamless customer experience. Whether you're an ecommerce retailer, consumer packaged goods manufacturer, or omnichannel brand, here are the essential services every modern 3PL should offer. Comprehensive Warehousing and Inventory Management Every successful fulfillment operation starts with accurate inventory management. A modern 3PL should provide secure warehousing, efficient receiving processes, organized storage, and real-time inventory tracking. With accurate inventory data, businesses can avoid stockouts, reduce excess inventory, and make better purchasing decisions. Real-time visibility also allows customers to quickly respond to demand changes while maintaining confidence in inventory accuracy. Omnichannel Fulfillment Today's consumers purchase products through a variety of channels, including ecommerce websites, online marketplaces, retail stores, and wholesale distributors. Managing these channels separately often creates unnecessary complexity. A modern 3PL should offer omnichannel fulfillment, allowing businesses to manage inventory from a centralized location while fulfilling orders across every sales channel. This helps improve efficiency, reduce inventory duplication, and create a consistent customer experience regardless of where an order originates. Transportation Management Shipping costs can significantly impact profitability. That's why transportation management has become an essential service offered by leading 3PL providers. A modern logistics partner should help businesses optimize carrier selection, compare shipping rates, improve transit times, and provide shipment tracking. Transportation expertise helps companies reduce costs while ensuring products reach customers quickly and reliably. Value-Added Services Not every order is as simple as picking and packing a product. Many businesses require additional services to meet customer or retailer requirements. Value-added services may include: Kitting and assembly Product labeling and relabeling Retail ticketing Custom packaging Returns processing Quality inspections Cross-docking Having these services available through one logistics provider simplifies operations and eliminates the need for multiple vendors. Advanced Technology and Integrations Technology has become one of the biggest differentiators among logistics providers. Businesses should look for a 3PL that offers a robust warehouse management system (WMS), real-time inventory visibility, order tracking, customer dashboards, and integrations with ecommerce platforms, ERP systems, and transportation software. These technologies provide valuable insights into inventory levels, fulfillment performance, and operational efficiency, allowing businesses to make informed decisions backed by real-time data. Reporting and Performance Metrics A modern 3PL should do more than fulfill orders—it should provide actionable insights. Regular reporting on inventory accuracy, order fulfillment, shipping performance, and operational KPIs helps businesses identify trends, improve forecasting, and uncover opportunities for continuous improvement. Data-driven decision-making is becoming a competitive advantage for organizations looking to optimize their supply chains. A Commitment to Continuous Improvement The best logistics providers never stop looking for ways to improve. Through regular business reviews, operational analysis, and process optimization, they work collaboratively with customers to increase efficiency and reduce costs over time. Rather than simply executing orders, a modern 3PL should proactively recommend improvements that support long-term business growth. How Barrett Delivers a Modern 3PL Experience At Barrett Distribution, technology and continuous improvement are at the core of every customer relationship. Barrett has invested in advanced warehouse management systems, transportation management technology, customer dashboards, and data analytics that provide real-time visibility into inventory, fulfillment performance, and key operational metrics. These tools help customers make informed decisions while improving efficiency across their supply chain. Combined with a culture focused on continuous improvement, Barrett works alongside customers to identify new opportunities for process optimization, cost savings, and operational excellence. Instead of simply providing warehouse space, Barrett delivers customized logistics solutions designed to evolve with each customer's business. Choosing the Right 3PL When evaluating a logistics partner, it's important to look beyond warehouse capacity alone. The right 3PL should offer advanced technology, scalable fulfillment services, transportation expertise, value-added capabilities, and a commitment to continuous improvement. A provider that combines these services with industry experience and a customer-first approach can help businesses build a more agile, efficient, and resilient supply chain—one that's ready to support growth for years to come.
Ecommerce fulfillment is the process of receiving, storing, picking, packing, and shipping products ordered online. It also includes inventory management, order tracking, and returns processing. Every time a customer places an order through an ecommerce website or online marketplace, the fulfillment process begins. As online shopping continues to grow, customers expect fast shipping, accurate orders, and real-time tracking. A well-managed fulfillment operation helps businesses meet these expectations while improving efficiency and creating a better customer experience. How Ecommerce Fulfillment Works The process starts when inventory arrives at a fulfillment center. Products are received, inspected, and stored in designated warehouse locations. Using a warehouse management system (WMS), inventory is tracked in real time, giving businesses visibility into stock levels and order activity. When an order is placed, warehouse associates pick the correct items, pack them securely, and prepare them for shipment. Once the order ships, customers receive tracking information, and if a return is needed, the fulfillment provider manages the reverse logistics process. Why Businesses Outsource Ecommerce Fulfillment Many growing businesses choose to partner with a third-party logistics (3PL) provider instead of managing fulfillment in-house. Outsourcing allows companies to reduce overhead costs, improve shipping efficiency, and scale operations without investing in additional warehouse space or labor. A 3PL can also provide access to advanced technology, carrier relationships, and fulfillment expertise that help businesses improve order accuracy and delivery performance. The Importance of Omnichannel Fulfillment Today's brands often sell through multiple channels, including their own website, Amazon, retail stores, and wholesale partners. Omnichannel fulfillment allows businesses to manage inventory from one location while fulfilling orders across every sales channel. This streamlined approach helps improve inventory accuracy, reduce operational complexity, and create a consistent customer experience. How Barrett Supports Ecommerce Brands As ecommerce businesses grow, their fulfillment needs become more complex. Barrett Distribution helps brands simplify those operations with customized fulfillment solutions designed to support direct-to-consumer, retail, wholesale, and marketplace orders from a single inventory. With advanced warehouse management technology, real-time inventory visibility, transportation management, and decades of fulfillment expertise, Barrett helps customers improve efficiency while delivering the speed and accuracy today's consumers expect.
Shipping costs are one of the largest expenses in any supply chain, and with rising carrier rates and increasing customer expectations, businesses are constantly looking for ways to ship more efficiently without sacrificing service. The good news is that reducing shipping costs doesn't always mean cutting corners,it often comes down to improving your logistics strategy. Here are a few proven ways businesses can lower shipping costs while maintaining a positive customer experience. Optimize Your Warehouse Location Where your inventory is stored has a direct impact on shipping costs. Placing inventory closer to your customers can reduce shipping zones, shorten transit times, and lower parcel expenses. Many businesses are strategically positioning inventory in key distribution markets, allowing them to reach more customers within one or two business days while minimizing transportation costs. Consolidate Inventory Managing inventory across multiple warehouses can increase storage costs and create inefficiencies. In many cases, consolidating inventory into a strategically located fulfillment center can improve inventory visibility, reduce duplicate stock, and simplify operations. The right strategy depends on your customer base and shipping patterns, making it important to evaluate your distribution network regularly. Use a Transportation Management System Transportation management systems (TMS) help businesses compare carrier rates, select the most cost-effective shipping methods, and optimize deliveries. These systems can identify opportunities to reduce parcel costs while maintaining delivery performance. Many third-party logistics providers (3PLs) use transportation technology to help customers improve shipping efficiency and gain greater visibility into their transportation spend. Improve Packaging Efficiency Oversized packaging can increase shipping costs by adding unnecessary dimensional weight. Using packaging that fits products more efficiently can help reduce freight expenses while minimizing material waste. Reviewing packaging designs regularly can lead to meaningful cost savings over time. Partner with an Experienced 3PL One of the most effective ways to reduce shipping costs is by working with a third-party logistics provider. Established 3PLs often have strong carrier relationships, advanced shipping technology, and transportation expertise that help businesses optimize their shipping strategy. At Barrett Distribution, transportation is integrated into a broader fulfillment strategy. Through advanced transportation management technology, carrier optimization, and strategically located distribution centers, Barrett helps customers improve transit times while identifying opportunities to reduce overall shipping costs. Combined with real-time reporting and supply chain visibility, businesses can make informed decisions that improve efficiency across their logistics network.
