How Apex Retail Accelerated Order Fulfillment by 40%

Overview

Apex Retail, a high-volume online retailer with 300 fulfillment staff, struggled with delays and errors in processing complex, high-priority orders, exacerbated by high turnover (30% annually). Co-Pilot In-App Guidance has enabled a newer employee to qualify and fulfill a time-sensitive electronics order, reducing senior guidance requests by over 50% and speeding up fulfillment by 40%.

The Challenge

Qualifying and fulfilling a high-priority electronics order with expedited shipping requirements posed significant hurdles in a high-churn retail environment:

• Frequent Guidance Requests: Newer staff interrupted seniors for help with complex order qualifications (e.g., inventory checks, custom shipping), delaying fulfillment by 1–2 days.

• High Turnover Impact: 30% annual churn meant constant retraining, slowing order processing.

• Error Risks: Inconsistent Salesforce and ERP entries caused stockouts and shipping errors, risking $25K+ in lost revenue per incident.

• Inefficient Processes: Manual inventory lookups and order updates added 15–20 minutes per order.

The Solution

Co-Pilot In-App Guidance, a SaaS platform integrated with Salesforce and ERP systems, provided real-time, role-specific support, empowering newer employee Liam to fulfill a priority order independently. Key features included:

• Context-Aware Prompts: Surfaced order details (e.g., expedited shipping needs, inventory status) and flagged required actions in Salesforce.

• Step-by-Step Walkthroughs: Guided Liam through qualifying orders (e.g., inventory allocation, compliance checks) and pick/pack processes with detailed checklists.

• Dynamic Guide Updates: Seniors updated shipping or compliance rules on-the-fly, ensuring accuracy without disruptions.

• Automated Data Sync: Auto-populated Salesforce and ERP fields, creating audit-ready logs.

• Role-Based Guidance: Delivered tailored prompts for customer service reps (order updates) and warehouse staff (pick/pack).

Screenshot: Co-Pilot’s order qualification checklist in Salesforce.

Results

With Co-Pilot, Apex Retail achieved:

• 40% Faster Fulfillment: Order cycle reduced to under 24 hours from 2–3 days.

• Over 50% Fewer Guidance Requests: Newer staff worked independently, minimizing senior interruptions.

• 95% Fulfillment Accuracy: Guided flows reduced stockouts and shipping errors.

• $50K+ Saved Annually: Lowered error-related and retraining costs.

• 30% Fewer Errors: Standardized processes cut incorrect data entries.

Graph: Order fulfillment time reduced from 2–3 days to under 24 hours with Co-Pilot.

Customer Testimonial

“Newer staff used to overwhelm us with questions about some of our more complex orders. Co-Pilot’s guides walk them through every step, cutting guidance requests and speeding up fulfillment!”
— Sarah Kline, Fulfillment Manager, Apex Retail