Thursday, October 23, 2014

Our WooCommerce Shipping Extension for Wordpress is here.



We’ve been teasing for a while and now… and are very proud to announce that our shipping extension for WooCommerce is now available.

Our easy to install extension brings the power and convenience of Temando’s shipping software to WooCommerce and Wordpress. The extension automatically gives you access to multiple Australian carriers from inside the Wordpress admin panel. This means you don’t need to go anywhere else to upload and book your online orders. You can easily process them right from Wordpress - Just click and ship!

Our shipping extension has seriously simplified the shipping process for Wordpress and WooCommerce users. But what’s even more exciting is you now have control over the customers shipping experience. You can choose to display free shipping, flat rate or charge the customer a real-time shipping quote at the checkout.  The power is in your hands to decide what your customer values and what influences their conversion.

We truly believe you’re going to love shipping with the extension and we think your customers are going to benefit from it as well.  It’s well documented that the number one reason for abandoning a sale online is ‘cart shock’ often associated with shipping costs. Not only can you solve this age old online problem but with the Temando shipping extension you can also be transparent about shipping policy by adding a shipping tab to every product page.

The extension comes pre-loaded with multiple Australian carriers at great rates and if you have an Australia Post eParcel account you can also use eParcel rates on our Professional Plan.

Discover more about the Temando WooCommerce shipping extension.





Tuesday, October 21, 2014

Temando's Enterprise Solutions



On our blog we talk a lot about our small to large business offerings. These can include shipping directly from the Temando Dashboard or using our Magento or WooCommerce extensions. We don’t, however, speak a lot about our enterprise solutions.

Enterprise businesses face the same challenges as any other when it comes to selling online. The biggest influencer of shopping cart conversions is still shipping, however the scale is much greater. A fraction of a percentage change in conversions can mean millions of dollars in revenue. With such high stakes, it’s imperative that enterprise businesses seek out best of breed technology partners to assist in their continued success.

Regardless of your businesses’ shipping needs, Temando’s enterprise solutions can accommodate them. Our platform:

  • Manages shipping across multiple carriers in real-time
  •  Highly responsive system with low dependency on external data sources
  • Enables rate shopping with a hybrid rates system
  • Creates curated and personalised shipping experiences for end customers.
  • Can manage shipping from multiple locations.
  • Can be tailored to suit the unique needs of large enterprise businesses.
While we could keep listing the ways Temando can support your business, our CEO Carl Hartmann is probably best placed to describe the benefits we present to enterprise. Carl recently spoke about our enterprise solutions as a part of the IBM Smarter Commerce webcast and you can watch the presentation below:


The video should automatically start at Carl's presentation. If not, skip to 24.43

Wednesday, October 15, 2014

4 Ways to Keep Customers Coming Back with Shipping




Retaining customers who have previously shopped with you is crucial to success in eCommerce. Its well-known existing customers are both more likely to shop with you and will generally buy more from you. Here are some telling stats on retention:

  • In both Europe and the US, returning customers generate 3 times more revenue than new shoppers (Adobe).
  • Attracting new customers is five times more expensive than retaining existing ones (Marketing Metrics)
  • The average value of a lost customer is $243 (KISSMetrics)
We think these stats demonstrate the point, and there are a lot of different ways to keep your customers engaged. Personalised email marketing strategies, a compelling social media presence and sought-after products all help to keep customers coming back. Even more basic than these strategies is to just offer your customers a good experience the first time round and gain their trust. Simple isn’t it?

Here’s 4 ways to make a good first impression and keep them coming back for more:

1) Set realistic expectations and meet (or beat) them.

This one makes a lot of sense but if you don’t have your shipping processes right it can be very tricky to pull off. If a customer makes an order online and accepts standard shipping, set their expectation to be 4-5 days. Then if it arrives in 3 they’ll be thrilled. Simple. On the other hand, though, if it takes too long for you to process an order once you’ve received it and it arrives in 6 days, then the customer will be disappointed and a whole lot less likely to shop with you again.

2) Give Options

We go on about offering diverse options a lot, but can you blame us? A one size fits all approach to delivery is rarely the best approach. Letting your customers choose when and how they receive the product puts the onus on them when a package can’t be delivered and needs to be collected from the post office or have its delivery re-scheduled. Furthermore, if you can offer click n collect options it gives you an opportunity to create a truly special experience for your customer as you can check sizes and offer cross-sale opportunities in-store.

3) Surprise and Delight

If you can not only meet your customers’ experiences but also exceed them that’s when you’ll gain their loyalty. Whether you choose to throw a goody into your boxes is going to come down to your brand and if it makes sense for you. Lollies, hand-written notes and specially wrapped products add a personal touch to orders and can create a lasting impact with your customer. This connection helps keep your brand front of mind when they next need to make a purchase.

4) Trigger repurchase

Finally, use delivery as a marketing tool. You know that they’re interested in your products so include a brochure of this season’s product or invite them to join your free shipping loyalty program. Any additional marketing materials that help you to connect with the customer at the unboxing stage help to maintain a relationship with the customer and keep them coming back for more.

Shipping isn’t always the first thing to come to mind when you think of winning and losing customers. It isn’t fun, glamorous or aspirational but in the world of online retail, it’s the biggest moment of truth that you have with your customer and it’s so important to get right. Get your shipping right and it not only helps you compete, it gives you an advantage.

Monday, October 13, 2014

Temando's Festive Season Essentials

Number one on this years list? How about keeping your hair?


The festive season is upon us yet again! Historically, the delivery network is full to overflowing during this time of year and miracles are a lot less common in the logistics industry than they are in the movies. To avoid disappointing customers and to save yourself some stress, here are 3 steps for getting through unscathed:

1. Be prepared and advise customers early

We don’t want you to cause mass hysteria with your customers – just be realistic and transparent with them. Work with your marketing teams to update order confirmation emails with realistic timeframes, banner ads on your site, update your shipping policies and include messaging through the checkout process. If you make realistic promises to your customers you won’t upset them.

2. Be aware of your carrier cut off dates

As soon as carriers have advised us of their cut off dates we will pass this information on to you. In the mean-time you need to be aware of facts. For example, if a customer makes and order for standard delivery on the 24th of December they may not receive that delivery until as far out as the 4th of January. This is due to the way Christmas and New Year’s days fall this year.

As for us? We will be open for support from 8am to 6pm on business days right through until the 24th of December and then continuing to operate as usual on all business days thereafter.

3.      Read this guide

It’s long and not particularly fun but it’s a whole lot more fun than getting into hot water in the middle of December. It pays to be prepared so the faster you get on top of your holiday processes, the more successful you will be.


Carrier Cut Off Dates

We are currently working with our carrier partners to create a list of cut off dates for deliveries prior to Christmas day. We’ll also be detailing expected delivery timeframes after , taking into account public holidays and reduced carrier trading.

We have been advised by carriers of the following cut-off dates:

Direct Couriers:             23rd December
TNT Road:                     18th December
TNT Priority:                  20th December
Couriers Please:            23rd December
Capital Transport:         23rd December
Hunter Express:             23rd December
Allied Express:               TBA

These cut off dates do not guarantee delivery before Christmas. Especially with orders that need to go cross-country, be prepared and give your customers sufficient warning. As a general rule, we would recommend any orders travelling from the eastern to the western seaboard would have to be sent before December 19 and anything for the eastern seaboard be sent before December 22.

Customer Support

December is the busiest time of the year, especially for the freight and retail industries. Temando Customer Support is here to help and will do our very best to ensure that your enquiries are actioned as quickly as possible. We need your help to ensure that we are receiving all the information required to resolve any issues as quickly and efficiently as possible.

Before contacting Temando Customer Support, please ensure you have all details on hand:


  • Client ID
  • Carrier
  • Request ID
  • Consignment Number
  • Order Number
  • Booked Date
  • Has the item been collected? Y/N
  • Description of contents
  • Description of packaging
  • Photos (if package has been damaged)
  • Query/Comments
Temando Customer Support will lodge an enquiry / investigation with the carrier in question once all the information has been received (most carriers will not commence their investigation until all the required information has been received.)

We aim to make it as easy as possible to contact Temando Customer Support, and offer you the following channels:


Please note that our preferred method of contact is our Contact Form or email – this way, we can ensure we have all the required information and begin enquiries with the carrier in question before speaking with you.

You will receive a ticket number once you have submitted an enquiry. Please keep this on hand as it will be required whenever speaking to a Temando representative.

Temando Support is available Monday – Friday (excluding public holidays) between 8:00am – 6:00pm Eastern Daylight Savings Time.

Proof of Collection 

We highly recommend keeping a ‘Proof of Collection’ for all freight dispatched. This is simply a signed consignment note or drivers manifest. Having a signed document will help investigations should something go wrong and the driver hasn’t scanned the packages in upon collection.

ETA’s

Temando recommends that the ETA’s for the service being booked and the estimated arrival times of these bookings are double checked prior to dispatch.

Please remember that ETA’s refer to business days, excluding the day of collection. It may be worth adjusting your delivery times on your website for this time period so that you are meeting and exceeding your customers’ expectations.

All freight will be aimed to be delivered within the given ETA, however given the peak period, this may not always be possible. Our carrier partners ask that everyone remains patient and allow for extra transit time. Communication with your customers is vital, as is setting realistic expectations.

The Temando Support Team will be handling a high volume of enquiries daily and are unable to lodge enquiries for consignments that are still transiting within the ETA of the service booked. Please check the tracking and service ETA prior to getting in contact.

You can track your item via the Temando website, your Dashboard or directly with the carrier.

1. Tracking Page
Enter your request ID to obtain up-to-date tracking information for your shipment. The tracking feed is taken directly from the carriers - please contact our Support Team should the information be inaccurate.

2. Temando Dashboard
Log into your Dashboard to view your bookings. In the right-hand column, select ‘More options’ and ‘Track Booking’.

3. Carrier’s Website
Track your shipment directly on the carrier’s website. Simply enter the consignment number (not Temando booking number or Request ID) into their tracking tool:

Rebooking

Courier companies do not automatically rebook any missed collections for the next business day. Please keep an eye on your freight dispatches and if freight has been missed, please email support@temando.com with the relevant information. Temando will arrange to have your freight collected asap. Please note that collections will be made the following day unless we are informed prior to 1:30pm (metro areas only).

Courier drivers will be in high demand over this busy time - please ensure that all freight is packaged and labelled correctly and that someone will be available to pass the freight over to the driver on the day of collection.

It is also essential that all consignments are tracked and confirmed as ‘not collected’ prior to requesting a rebook.

PPU & Manifesting

If you are anticipating high volumes of freight dispatching from one location, we recommend arranging a Permanent Pick Up with your chosen carrier for the festive season.

A permanent pickup will ensure that your dispatch site has a dedicated driver and an allocated collection time. Please note that over the holiday period, your preferred pickup times may not be possible. If the courier cannot guarantee a dedicated driver to be at your location at your preferred time, a Temando representative will contact you directly to organize the next best option.

There are a few minimum requirements that must be met. All permanent pickup requests can take up to 7 (seven) business days to be put into effect.

Manifesting is also a way to streamline your processes and reduce administrative tasks – it is a way of consolidating bookings into one ‘manifest’ document for all or specific carriers prior to a scheduled permanent pick up. The process will also send through the booking data at once, rather than individual bookings. Manifesting can only be enabled by Temando IT through a request from the Sales Solution team. Please contact your Sales Solution Manager or support@temando.com for assistance

For further information and to request a PPU, please visit the link below:

Permanent Pick Up & Manifesting

Truck Sizing

Truck sizing must be taken into consideration when dispatching in large quantities in December.
Although carriers such as Couriers Please and Fastway will display quotes for your larger items, they won’t always take the quantities into consideration when dispatching a driver for collection. Their truck or van may be near full when they arrive to collect your items, resulting in an unsuccessful collection.

We recommend setting up a Permanent Pick Up if you’re planning on sending large quantities over the busy holiday period. Alternatively, please contact the Customer Support Team when you have placed your booking and we will work with your chosen carrier to ensure all your items are successfully collected.

Satchels

Please keep in mind all satchels are in high demand over the busy festive period!
To ensure you have enough supplies to dispatch your freight, please place all high volume satchels orders in November. This will ensure that the couriers can fulfil your order requirements and have your satchels sent to you in a timely manner.

Any request for satchels in December will be at the discretion of each carrier and delivery time frames are not guaranteed. Don’t be caught out - please submit your orders ASAP.
NB: Final satchel orders for 2014 must be received by 15th December. Any orders placed after this date will be processed in the New Year.

Order your satchels now.

Accounts

Temando’s Accounts Team are also very busy over the festive season; below are a few tips & tricks to ensure your Santa shipping credits don’t run out.

Direct Deposit

If you direct deposit money for credit on your Temando account please bear in mind it is only applied once received into our bank account. These transactions may take up to five business days and unfortunately even with a remittance, we are unable to apply the credit until it is in our account. Therefore, please ensure you deposit money prior to running out of credit to avoid being stuck with no credit.

Trade Accounts 

Please send through your office closure dates and payment cut offs for the holiday season to the Finance team (accounts@temando.com) as soon as you have finalized these.

Need to increase your limit over the holiday season? No problem! Contact our Accounts Team. Please note that increases are subject to standard credit procedures – please leave plenty of time for your increase to be approved.

From mid-December our accounts team will be operating on skeleton staff - please bear this in mind when lodging queries. We will endeavor to respond as soon as possible.

Insurance

Integrated Insurance Solutions are available throughout December, excluding public holidays. Please submit any insurance claims as per usual and they will be in processed as normal


Thursday, October 9, 2014

Our New Education Centre




Our software helps to streamline your shipping processes and provide better solutions to your customers. Shipping isn't always simple though - even when you have best-in-class software to help you out. For this reason, we've revamped our entire education centre with the aim of providing more useful information to both new and existing Temando users.

Our education centre now provides:

Updated FAQs to act as a first point of reference
Detailed configuration guides to help in the setup process
A comprehensive onboarding guide to take you through the ins and outs of the Temando system
A collection of video tutorials running through tips and tricks to optimize your setup

Our FAQs have been edited, added to and more thoroughly categorised to better act as your first stop in navigating any potential issues or misunderstandings. These now include specific FAQs for our Magento and WooCommerce extensions as well as more general questions about Temando processes and the shipping industry.

Our resources section is where you will likely find the most relevant information for existing users. Our onboarding guide provides a comprehensive run through of general Temando processes such as who to contact if you run into trouble, how to order courier satchels and how to use the Temando Dashboard. This is definitely the best place to start your Temando journey.

We have also developed dedicated guides pages for our WooCommerce and Magento extensions. Our extensions provide the best Temando experience and give a lot of options for customising your customers’ shipping experience. Here you’ll find a selection of written guides as well as video tutorials to help you not only get set up but also influence conversion rates and increase productivity through best practices and smart configuration.

Our vision is that the new Education Centre will be a base from where you should be able to maximize the potential of your Temando products. To make this happen, we’ll be adding much more content to our education centre in the weeks and months ahead. To be the first to know of any updates make sure you follow us on Twitter, Facebook and LinkedIn.

Visit the new Education Center now.

Wednesday, October 1, 2014

The hidden financial benefits of offsetting carbon emissions in the shopping cart


At Temando we support the vision of a more sustainable future. That’s why we can enable carbon offsetting on all shipments booked through our platform. With more and more online businesses now giving their customers the choice to offset the emissions from the shipping of their goods, the question that must be asked is; do consumers want this option? A growing number of environmentally aware consumers are saying yes.

Just as importantly for the merchant is determining the return on the investment from offsetting. Christopher Sewell from The Gaia Partnership has written an article for TrinityP3 that will help you understand how a business case can be prepared to justify embarking on a sustainable pathway. As well as the 'feel good factor', Chris also cites brand image, staff engagement and winning new business as key areas that companies have seen benefits from carbon offsetting.

Click here to read the full article.



Monday, September 8, 2014

Paddy Pallin overcomes shipping challenges with Temando


Challenges

When Paddy Pallin first approached Temando they were having issues effectively managing their online shipping. Having access to only one carrier was restrictive as they sent items ranging from t-shirts through to tents. Additionally, they did not have a technology solution to manage their shipping process and as such, relied on manual data entry with minimal carrier compliance.

Solution

Temando's Magento Extension has provided Paddy Pallin with a powerful tool to manage their fulfilment process. They now have access to multiple carriers in one system, allowing them to reach all of Australia and benefit from excellent rates at the same time. Temando has given the Paddy Pallin team visibility over their orders and streamlined their fulfilment process. Now, Paddy Pallin enjoys:

  • No manual data entry
  • One-stop fulfilment
  • Faster, more consistent order turnaround times
  • Increased order visibility
  • Reduce head count required to process orders
  • Pick slip and label generation
  • The ability to choose from multiple carrier quotes for each order

Looking Forward

Since integrating, Paddy Pallin has also activated Temando's Click & Collect functionality. This allows them to drive their online audience in store and provide a more personalised level of service to their customers. As they grow and look to move into a central fulfilment center, Paddy Pallin is confident Temando will continue to enable them to surprise and delight their customers.