Sections:
2020 by the Numbers
As shown on the graph, orders in 2020 increased 81% compared to 2019.
The number of days to fill an order began to increase at the start of summer which coincided with the beginning months of the pandemic and with the excess in orders compared to 2019 orders peak.
Rapid growth over the last year, along with restricted supply chains, led to delivery delays throughout most of 2020. The highest peak being at the close of 2020 when the transition to our new warehouse was taking place.
Improvements
Moved to a new larger warehouse to store more inventory and streamlined our order fulfillment processes.
Implemented a real-time Warehouse Status page that shows the percentage of orders shipped out on time based on our different shipping methods.
Enabled Email Notifications to keep the customer informed of order changes
Customers are now able to track and modify their orders from the My Account page.
Increased our support staff by 50% to quickly answer any of your questions.
Results
These changes have already brought positive results.
As shown on the graph, after implementing improvements, our Customer Service ratings have recovered to their previous level.
As always, we will continue to develop ways to make the customer experience better than before. Thank you for trusting Crowley Marine as your favorite boat parts store. We’re excited to provide you with excellent service!