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Your company’s gross sales during the past three years have been increasing at a rate of 12%-18% annually. Sales forecasts project continued growth during the next five years. A retail rollout makes the operational task more complicated. Wholesale distribution is expected to increase as your primary distributor is expanding rapidly, and more sales are expected with smaller single unit customers. At the same time, catalog and Internet orders continue to jump.

Penny Lane. J.C. Penney. Penny Management?
Though it might not fit with the first two, penny management is a simple concept that can yield exceptional results and save you money. Every penny saved when mailing 10,000 pieces or processing 10,000 orders is an extra $100 on the bottom line.

Application service providers (ASP), software as a service (SAAS), and managed services are all options for purchasing new hardware, software, user licenses, and managing your own IT shop. While these types of services have become more commonplace in the e-commerce world, they have gained a significant foothold in back-end order management. Applications typically include customer contact center, customer service, credit card authorization, order processing, inventory control, warehousing, marketing, and accounting for multichannel and direct companies.

In today

During a roundtable discussion of contact center personnel during the recent National Conference on Operations & Fulfillment (NCOF)–cosponsored by MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT