logistics Archives

Orchestrating Supply Chain Success with AI: Insights from Shannon Wu-Lebron

October 3, 2024September 24, 2024 Brent W. Peterson

Hey there, Talk Commerce fans! On this episode, we had the pleasure of chatting with Shannon Wu-Lebron, the Vice President of Industry Strategy at Blue Yonder. Shannon brought a wealth of knowledge about optimizing ecommerce through supply chain management and artificial intelligence. Let’s dive into some of the key takeaways from our conversation.

The Holistic Approach to Supply Chain

Shannon highlighted the importance of a holistic approach to supply chain management. Gone are the days when we could simply focus on the front-end ecommerce experience. To truly optimize, we need to consider everything from planning and merchandising to warehouse logistics and last-mile delivery. This resonated with me, as I’ve recently seen firsthand how interconnected these elements are in my own fractional CTO role. When we focus on just one piece of the puzzle, we risk missing opportunities for greater efficiency and customer satisfaction.

AI-Driven Optimization: Machine Learning and Beyond

Shannon shed light on leveraging AI to drive supply chain optimization. Their “Commerce Machine Learning Service” helps retailers predict inventory availability, optimize fulfillment strategies, and even forecast sales and returns. I found it fascinating to hear how machine learning is being used to tackle real-world challenges like stockouts and dynamic safety stock. It’s clear that AI is playing an increasingly vital role in shaping the future of ecommerce.

Supply Chain Orchestration: Connecting the Dots

One of the key concepts Shannon discussed was supply chain orchestration. This involves breaking down traditional silos between departments and systems, allowing for seamless data exchange and real-time decision-making. I’ve often seen challenges arise when different teams operate in isolation. Orchestration, as Shannon described it, offers a powerful solution to connect the dots and optimize the entire process.

Democratizing Ecommerce: Tools for Small and Medium Businesses

Shannon also touched on the democratization of ecommerce, highlighting how SaaS platforms and advancements in AI are empowering smaller businesses to compete with larger enterprises. I’m passionate about seeing businesses of all sizes thrive, and it’s exciting to see how technology is leveling the playing field. Smaller merchants now have access to tools and insights that were previously only available to large companies with deep pockets.

Holiday Trends and the Future of Ecommerce

As we head into the holiday season, Shannon shared some insights into the trends she anticipates. She emphasized the importance of planning for unpredictability, especially in the face of economic uncertainties. We also discussed the extended holiday shopping period, which now seems to start earlier and last longer than ever before. It’s crucial for merchants to adapt their strategies to meet these evolving consumer behaviors.

Our conversation with Shannon Wu-Lebron was packed with valuable information for anyone involved in ecommerce. From the importance of holistic supply chain management to the power of AI and the trends shaping the industry, Shannon’s insights provided a roadmap for optimizing operations and enhancing customer experiences. To hear the full conversation and get even more valuable takeaways, be sure to check out the complete episode of Talk Commerce.

Thanks for tuning in!

Brent Peterson
Host, Talk Commerce

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Beyond Amazon Lockers: The Future of Delivery & Storage with Van Tucker

September 23, 2024September 17, 2024 Brent W. Peterson

In this episode of Talk Commerce, I had the pleasure of speaking with Van Tucker, VP of Technology Partnerships at Harbor Lockers. Van shared fascinating insights into the rapidly evolving world of locker networks, how they’re changing the face of delivery, and their potential to revolutionize retail experiences. In this blog post, we’ll dive into the key takeaways from our conversation, exploring the innovative solutions Harbor Lockers is building and the future implications for businesses and consumers alike.

What is a Public Locker Network?

Van described Harbor Lockers as a public locker network that operates outside of the proprietary systems seen with Amazon Lockers. Instead, it’s an open platform where multiple companies can utilize lockers for deliveries, returns, and storage. “It’s a marketplace locker,” explained Van, “deployed around cities for no upfront charge to the companies using it. They pay a small usage fee every time their customers interact with the lockers.” This model is designed to empower a variety of businesses, from small startups to larger retailers, to offer convenient locker-based solutions without significant upfront investment.

Harbor Lockers vs. Amazon Lockers: Key Differentiators

One of the key differentiators of Harbor Lockers is its open nature. While Amazon’s lockers are exclusively tied to their platform, Harbor Lockers can be utilized by any carrier, merchant, or retailer. This, in my opinion, is a significant advantage. It opens the doors for greater flexibility, enabling businesses of all sizes to leverage the benefits of locker-based delivery and pickup options. Van emphasized this point: “It’s about empowering individuals and companies to offer a locker experience without a large investment.”

Scaling the Locker Network: Growth and Deployment

Harbor Lockers is part of Luxor One, a leading locker manufacturer with over 10,000 locker locations across the US. Van revealed their ambitious plans to expand the Harbor network from around 150 lockers currently to over 25,000 in the next two years. This massive growth requires a significant effort both in deploying the physical lockers and developing the technology that makes them seamlessly integrated with various businesses and customer experiences. Personally, I find this level of ambition really exciting – it shows the potential for Harbor Lockers to have a widespread impact on the delivery and retail landscapes.

Partnerships and Use Cases: Expanding the Locker Ecosystem

Harbor Lockers is building a robust partner ecosystem to expand the use cases of their network. We discussed several interesting collaborations, including:

Relay: This partnership allows merchants to leverage lockers as virtual storefronts, extending their reach and providing flexibility for customers.
Drop Locker: This internal startup (now a separate business unit) provides bag storage solutions at event venues, eliminating the hassle of carrying bags and increasing security.
Shopify Integration: Through a new app, Shopify stores can integrate Harbor lockers into their checkout process, offering customers a convenient delivery and pickup option.

I’m consistently amazed by the creativity in the application of Harbor’s technology across a variety of industries and scenarios. The way Van and his team are thinking about solutions really shows a dedication to solving problems for businesses and their customers.

Technology and the Future of Locker Networks

Van explained that Harbor Lockers is built on an “open API and SDK,” which allows seamless integration with existing apps like DoorDash and Shopify. The lockers themselves are “headless,” meaning they don’t have a built-in kiosk or screen, making them more resistant to vandalism and easier to maintain. They primarily operate through Bluetooth connectivity, which offers a simple and convenient user experience.

I find this “headless” approach quite insightful. It really highlights a focus on simplicity and user experience. By integrating with existing apps, it removes friction and makes the process of using lockers intuitive and straightforward for the customer.

Sustainability and the Last Mile Problem

The rise of e-commerce has led to a significant increase in last-mile deliveries, which can be both expensive and environmentally unfriendly. Van highlighted how locker networks can help address this problem by consolidating deliveries to central locations, thereby reducing the number of individual trips made by delivery vehicles. This approach is especially crucial in cities with green initiatives and regulations around delivery operations.

I’ve always been interested in how companies can address logistics and sustainability. I’m impressed by how Harbor Lockers is positioned to help solve this crucial issue for both businesses and the environment.

Future Visions: Autobots and Beyond

We explored the partnership with Autonomy, a company that creates self-driving delivery robots. These robots, equipped with Harbor Locker technology, offer a novel way to deliver goods and services in a mobile, multi-drop manner. This has the potential to be a game-changer for a variety of industries, from food delivery to product sampling. I can envision these robots in a wide variety of use cases, especially in areas like festivals and events where they can provide convenient and timely service.

Van’s enthusiasm for the Harbor Pilot app, a new platform that allows retailers and brands to easily test out and utilize the Harbor network, was infectious. It’s a testament to their commitment to making locker-based solutions accessible to everyone, regardless of their technical expertise.

Conclusion

Van Tucker’s insights into the evolving world of locker networks were truly eye-opening. I’m convinced that Harbor Lockers has the potential to play a significant role in reshaping delivery, retail, and even urban logistics in the future.

If you’re interested in learning more about Harbor Lockers and the innovative solutions they’re building, I highly recommend checking out the resources they mentioned in the podcast, including their website (harbordlockers.com) and app marketplace (harbordlockers.com/apps). You can also find Van on LinkedIn or contact him directly at VanTucker@harbordlockers.com.

And of course, don’t forget to listen to the full podcast episode for a deeper dive into the conversation. It’s a great resource for anyone interested in the future of retail and delivery!

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Flipping the script on e-commerce fulfillment

April 14, 2023November 25, 2021 Brent W. Peterson

How Ecommerce Brands Can Use the Ohi Platform To Deliver Powerful, Fast, Brand-Focused, And Memorable Post-Purchase Experiences

We’ve all experienced the feeling of a magical post-purchase experience and the lasting impact it can have on our relationships with brands. Consumers want more from their brands, and brands need more in order to deliver.

We interview Russell Griffin, the CRO with Ohi. He has flipped the script for e-commerce fulfillment, transforming it from what is traditionally seen as a cost center into a growth engine. Brands join the Ohi platform to deliver powerfully fast, brand-focused, and memorable post-purchase experiences that enable them to grow.

Why Ecommerce Brands Should Care About The Ohi Platform

Brands are clamoring for more from their post-purchase experiences. Even as they’ve transformed fulfillment into a growth engine, however, most e-commerce brands continue to service customers based on their ability to meet delivery windows. This approach doesn’t address the problems that lead customers to bounce from retailer to retailer. It also doesn’t allow retailers to gain a better understanding of the customer.

Post-purchase experiences can be difficult, and the world is evolving at breakneck speed. When customers have another option, they’ll go to it.

What Are Typical Post-Purchase Experiences Consumers Experience?

Perhaps the most common post-purchase experience is that of frustrated shoppers.

Being stuck with slow shipping or delayed products is just the tip of the iceberg. Poorly designed websites are on the list, as are poorly documented checkout pages.

Products that fail to meet buyer expectations, a lack of product reviews, and poor after-sales experience don’t help.

How Has Ohi Revolutionized the Post-Purchase Experience?

A business can get most of their shipping and post-purchase experience wrong in just one click or screen.

Ohi’s service allows small, growth-stage companies to expand their network of fulfillment centers across the United States in a unique way that saves money and energy.

Micro-warehousing means that brands can avoid the much higher environmental costs of maintaining traditional warehouses or offering next-day or two-day shipping on a plane. This also eliminates the much higher costs of long-term leases and fees associated with air travel.

Ohi’s Post-Purchase Experience Solution offers a top-to-bottom way for merchants to deliver powerful, fast, and memorable post-purchase experiences to their customers.

How Ecommerce Brands Can Use The Ohi Platform To Deliver Powerful, Fast, Brand-Focused, And Memorable Post-Purchase Experiences

Ohi integrates directly into your website, always keeping your brand first. Your brand + Ohi instant commerce = the kind of growth every e-commerce and marketing leader dreams of.

By providing enjoyable post-purchase experiences, Ohi delights your customers and keeps them coming back, increasing their order frequency, average order value (AOV), and ultimately, your profitability. The math is simple; adding Ohi unlocks growth for your brand.

Since ecommerce is a high-touch experience, we had to reimagine how to support our customers and build more intuitive experiences on the backend.

Conclusion

The process of understanding customer needs and anticipating the e-commerce buyer journey requires us to consider what the shopper experience will be like. How is the customer purchasing journey organized? How do they find a product, determine which one to purchase, research the competitor options, and so on?

The answers to these questions all depend on having strong brand standards for these attributes and having a clear view of the entire purchase journey.

Ohi is looking to the future of fulfillment and the future of warehousing.