Challenges Facing Operations Directors


You need to understand the entire business flow, the products, customers, the operation and technology across the entire business function.


We can help you improve your processes and take your operation’s productivity and efficiency to the next level. Here are just a few of the challenges we can help you overcome:


My company is growing - when should I change my eCommerce or ERP System?

We appreciate that the path towards implementing a new enteprise IT system can be lengthy and expensive and not one to be trodden lightly. You therefore need to be sure that taking the first step will be worthwhile.


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It’s a difficult decision choosing the right time to change back office system – that’s why we created our latest report outlining 10 key indicators that you've outgrown your ERP.


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How can I compete with Amazon on Delivery?



B2B wholesale and distribution organisations have been offering next day delivery services for decades and consider it normal practice.



This has largely been achieved via thoughtful and aggressive implementation of technology. Amazon have now taken delivery services to the next level, challenging retailers, wholesalers and 3PL’s to respond accordingly.



This is a threat particularly felt by, but not restricted to, the SME, but they are also best equipped to meet the challenge. Small enough to collaborate and agile enough to implement new solutions quickly.




Download our whitepaper



This whitepaper discusses how collaboration through strategic delivery alliances within the wholesale and 3PL network can be used to scale the delivery network. It recognises the need to place inventory closer to the source of demand and that with new partnerships spare capacity can be utilised to drive efficiencies throughout the supply chain.

How can I get better stock accuracy?


Improving the accuracy of your stock doesn’t just involve implementing the latest scanning technology or advanced RFID capability to automate every movement through the supply chain, however that would help! Some of the simplest programs can achieve sustainable short to medium term improvements, however to improve you need to know what your current level of accuracy is – you can’t manage what you don’t measure.



How can I better manage Product Returns to improve customer service?


First and foremost, have a process.
That process must be omnichannel and flexible to allow for the customer to return goods in the way they want to.


The industry gives the name RMA (Return Merchandise Authorisation) to the process. This has its roots in the traditional B2B wholesale sector whereby returns were pre-authorised (often over the phone) prior to receipt and acceptance, replacement or refund. This smoothed the process of returns, for both the wholesale and the customer.


The process is much the same today, however “in store” a typical RMA starts and ends at the till. A customer returns an item, an assistant or store manager learns why the items are coming back (records that fact) and either gives the customer a refund or offers an exchange and the IT systems take care of the financial and inventory implications.
The importance behind the process and the RMA is it allows for traceability, reporting and analysis.


Free returns are now the norm for online purchases. This has created a culture in the B2C sector of “try and return” that is now becoming more widespread in the wholesale sector. The returns process online should be simple and easily understood and follow the same principles of any other RMA.


Ideally the customer should complete a self-service returns instruction, request a replacement and print a returns label all online. Or alternatively complete a pre-printed form to be enclosed with the returned goods. If there is a price difference between the returned item and the replacement the customer should be able to settle the difference, also online. The transaction should be recorded against the customer account.


Next, wholesalers need to consider the management of inventory – not just ensuring that it’s as efficient as possible, with a short time to get sellable products back in the warehouse – but also ensuring that all relevant information is centralised, so that they have an accurate, unified view of stock control. This means getting rid of silos between different sales channels, so that a batch of returns through one channel is visible to another. Real-time analytics are also a must, ensuring that a new batch of product A isn’t ordered five minutes after another batch has just been returned (in a saleable condition) by a customer.




 Talk to us today

To discuss how our solutions can help you stay ahead of the competition, contact us  to speak to one of our consultants.



Call us on:

+44 (0) 161 946 0000


If you would like to speak to someone directly ask for Mark Thornton.



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