Post on 18-Jul-2015
About Me
• Co-founded MicksGarage.com while unemployed in 2004.
• IT Systems architect, software developer and operations manager
• Involved in all aspects of business from IT to warehousing, marketing, customer Service, Voip phone systems and everything in between.
About MicksGarage.com
• 42 Employees across IT, marketing, Warehousing, CS, Accounting
• Sell to approx 70 countries on monthly basis
• 6+ million data records
• Average age of our employees is just under 30
• Innovation is key to our success
• We try to lead rather than follow with everything we do.
Website is your shop window
• Must be kept updated
• Must be kept clean
• Must be current
• Must entice customers to take a further look
“Its just a website, cant be that difficult”
Infrastructure Management
Data Management Content Management Order Management Order Dispatch Customer Service Returns Management Fraud Management Pricing Strategies Marketing
Technical Considerations
• Platform Selection
• Payments, what service, what method, Paypal, Realex, Stripe
• PCI compliance issues
• Order management tools
• What level of automation do I need?
• What volume of orders do I anticipate?
• What sort of hosting do I need? Cloud, Shared, Dedicated
• Automated Fraud Management
• Outsource software development?
Order Management
• Keeping track of orders
• Order change requests
• Handling queries from customers
• Unified systems, tracking numbers, payments, order history
• Returns and refund handling
• Filtering out fraudulent orders
• mCRM – How we did it?
Order Management
We have one system to manage orders
Order HistoryTracking Numbers + PicturesPayment DetailsRefund DetailsAudit History
Order ManagementOrders managed through StatusesEach status part of pipelineUnified System – all parts of order visible
Barcode Packing
Accurate Dispatch first timeAll orders picked and packed via barcodeDispatch labels are printed automatically to save time
Data Management
• Handling millions of records
• Correct product categorisation
• Does your website handle mis-spellings?
• Is your website navigation clean simple and quick?
• Where will your data come from
• What images do you have, where can you get the rest
• Selectable attributes (Gender, Size, Colour etc)
• Additional Attributes (Weight, Pack Size, Colour etc)
• Descriptions
• Barcodes
• Accuracy