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One Call Resolution: The Key to 3PL Customer Satisfaction
Adam Robertson • June 19, 2024
A Simple Concept That Requires Hard Work to
Execute in 3PL Operations
While the 3PL world is built on operational speed and efficiency, running a great 3PL requires more than operational excellence. We need to deliver the goods on the relationship front as well.
At Barrett Distribution, a core tenet of our client focus is a concept we call “One Call Resolution.” This simply means that when one of our customers contacts us, we aim to own the issue from beginning to resolution.
Over the last three years, we have trained hundreds of employees on this concept, often enhancing our training to sharpen our focus.
Here are a few of the best practices we have learned along the way:
- For One-Call Resolution to work, you need to go company-wide. Since not all issues can be resolved by a client-facing employee, One-Call Resolution only works if the whole company is bought in. Aim to train all roles that could be touched by a client request.
- Manage a to-do list effectively. This may seem obvious, but like anything, you can always do it better. We are agnostic as to whether a team member uses electronic or paper tools, but a to-do list is a must in our business, whether working as a leader on the floor or in a corporate role.
- Commit to a date and provide updates along the way. Only some requests can be resolved via one email exchange or call, so we ask our teams to commit to dates with clients so we can ensure alignment and progress. We hope to bat a thousand, but if we ever miss a deadline due to an unforeseen circumstance, we must provide advanced notice of that possibility. We never want a client to learn of a delay on the due date.
- Look forward in your calendar. High performers look forward a week or two to ensure they are prepared for upcoming meetings and commitments. When an employee expects to be out of the office, we know the business will keep going…so it is on that employee to align with others to ensure we continue to meet our customers' asks.
- Use Outlook reminders. This simple trick goes a long way: Plant reminders in your Outlook calendar so you remember to hit key milestones and follow up with customers “on time and in full.”
- Aim to be an email rockstar. Many missed deadlines and unfulfilled requests stem from miscommunications. As such, we teach some basic email best practices:
- Limit the “to” field to your primary recipients and be clear about whether the email is an update or if a specific response or action is requested
- Use “cc” for people who need to be aware but are not required to reply
- Be clear about your purpose in the Subject field (e.g., “ACTION REQUESTED BY 5.21.24)
- Avoid “see below” when forwarding emails – take the time to explain the context
- Be concise and use bullet points where possible. Business emails should be clear and easy for the reader to understand.
- When you need help, do the heavy lifting. Many requests require cross-functional collaboration or even input from the customer. Aim to do the heavy lifting by doing as much of the work product as possible (e.g., create or fill out most of the document or form). That way, the missing piece you need from your busy colleague or customer is just that: one piece they can do quickly. In short, if you need someone to close a task, make it as easy as possible for them.
- Get creative when you are stuck. “I have emailed them three times” is a frustrating statement. When you are stuck, try changing your messaging in a meaningful way...and if you are communicating over email, pick up the phone—experiment with creating urgency and connecting with those you need to close the task.
- Remind customers about their own goals and priorities. Occasionally, a customer will mention their goal for the relationship (e.g., develop a new report by Q3), but they will forget about the goal as things get busy. Instead of being glad you dodged the extra work, circle back and remind the customer about their stated goal. This is a great way to show the customer you are focused on their goals.
- Above all, assume positive intent. We all want to do a great job for our customers, but sometimes, things get stuck or go wrong. Do not assume your colleague, business partner, or customer does not care about the project or task—come to the table assuming they care and find a way to close the open item collaboratively.
This year, we will train more than 200 people (some new, some as refreshers) on One Call Resolution. We aim to add to our list of best practices through examples and shared experiences. Until then, I hope the above ideas elevate your customer relationships.
Recent Blog Posts
The role of analytics in warehousing has transformed significantly over the years. What was once a manual data collection process has evolved into a sophisticated, data-driven industry. In a recent episode of Warehouse Automation Matters, host Mary Hart sat down with Derek Morse, Senior Director of Operational Excellence at Barrett Distribution Centers, to discuss how analytics shapes modern warehousing and why leveraging data is critical for efficiency and cost reduction. The Evolution of Analytics in Warehousing Derek, who has a rich background in logistics, including roles at FedEx, JCPenney, and Quiet Logistics, noted that analytics has drastically improved warehouse operations. He emphasized that tracking key performance indicators (KPIs) allows warehouses to enhance speed, accuracy, and cost efficiency, helping companies like Barrett stay competitive in an ever-evolving fulfillment landscape. Key Metrics That Matter When asked about the most important data points warehouse leaders should monitor, Derek pointed out that while every business has different needs, common KPIs include: Dock-to-stock time Time to fill Fulfillment rates Net and gross accuracy Cost per unit At Barrett, specific metrics like LP accuracy (location precision) and transaction adjustment percentage serve as quick indicators of facility health. Turning Data into Action A prime example of Barrett’s data-driven approach is its focus on skip picks—instances where a picker bypasses an item. Analyzing this metric helps identify root causes such as incorrect replenishment timing, equipment issues, or improper slotting. By optimizing these factors, Barrett has significantly improved productivity and reduced costs. The Role of Technology in Data Collection Derek highlighted the importance of integrating technology into warehouse operations. Businesses employ a variety of tools depending on their scale and needs, including: Warehouse Management Systems (WMS) RFID tracking Robotics Advanced analytics platforms These technologies provide real-time insights and enhance overall operational efficiency. Optimizing Inventory Placement with Data Slotting strategies, which determine where products are stored within a warehouse, play a crucial role in efficiency. By analyzing factors like product demand, order frequency, and warehouse layout , Barrett ensures high-demand products are placed in the “golden zone” for faster picking, reduced labor, and improved space utilization. Addressing Overstock and Stockouts Managing stock levels effectively is a challenge for any warehouse. Derek explained that data analytics enables proactive inventory management by predicting demand fluctuations and ensuring products are in the right picking zones. This minimizes bending, unnecessary equipment usage, and most importantly, stockouts. Challenges in Adopting a Data-Driven Approach Implementing a data-driven strategy comes with its challenges, including: Resistance to change Data quality issues Cost constraints To overcome these hurdles, Derek advised businesses to collaborate, conduct thorough research, and select scalable systems that align with long-term objectives. Advice for Warehouse Leaders For those looking to enhance their analytics strategy, Derek recommended: Identify the most impactful areas – Focus on high-labor tasks like outbound processing. Ensure high-quality data – Reliable, consistent data is key. Invest in scalable tools – The right platform should support future growth. Foster a data-driven culture – Strong communication and team buy-in are essential for success. 锘� The Future of Warehousing: AI and Machine Learning Emerging trends such as AI and machine learning are reshaping warehouse operations. While companies are still in the discovery phase, these technologies promise more intelligent, responsive, and efficient systems , providing businesses with a competitive edge. Balancing Automation and Human Expertise While automation and AI can handle repetitive tasks, human decision-making remains essential for flexible task management, ethical considerations, and creative problem-solving. Derek believes collaboration between technology and human expertise results in more adaptive and efficient warehouse operations. Why Choose Barrett Distribution Centers? When asked why businesses should partner with Barrett, Derek summed it up: trust and people. Barrett places the right people in key roles and prioritizes client satisfaction. Get in Touch with Barrett Distribution Centers Are you looking for a trusted 3PL partner? Contact us for a complimentary supply chain consultation today.
Franklin, MA – March 10, 2025— Barrett Distribution , a leading provider of third-party logistics (3PL) solutions, has been named one of Fulfill.com’s Top 50 U.S. 3PL Companies for 2025. Fulfill.com’s annual Top 50 3PLs list highlights the best logistics companies based on operational excellence, technological innovation and a proven track record of success. This recognition reflects Barrett’s decades-long commitment to delivering efficient, scalable and client-focused logistics services. “Being recognized as a Top 3PL Provider by Fulfill.com is a testament to our team’s relentless focus on service excellence and passion,” said Bryan Corbett , Vice President of Sales and Marketing. “We take pride in delivering personalized, efficient logistics solutions that drive success for our clients, and we are honored to be named a Top 50 3PL.” Barrett’s expansive fulfillment network covers over 7 million square feet across 25+ facilities, with key hubs in Boston, New Jersey, New York, Baltimore, Memphis, Dallas and California. This nationwide presence ensures fast logistics solutions tailored to high-growth brands. Joe Spisak , CEO of Fulfill.com, commented on Barrett Distribution Centers' inclusion in the Top 50 U.S. 3PL Companies for 2025: "Barrett Distribution Centers exemplifies the precision, scalability and innovation we look for in our Top 50 US 3PL Companies. Their ability to deliver tailored logistics solutions—whether for direct-to-consumer e-commerce, omnichannel fulfillment or complex B2B distribution—sets them apart in the industry. With over 80 years of experience and a proven commitment to operational excellence, Barrett continues to be a trusted partner for brands looking for reliable, technology-driven supply chain solutions." About Fullfill.com Fulfill.com is a matchmaking marketplace connecting companies with the highest-rated 3PLs. Built to simplify the RFP process and ensure brands partner with the best 3PL for their specific needs, Fulfill (Fulfill.com) is bringing scale to both 3PLs *and* the companies they service. About Barrett Since 1941, Barrett has provided customized third-party logistics (3PL), direct-to-consumer (DTC) eCommerce fulfillment, omnichannel distribution, managed transportation solutions and retail compliance for clients across all industries, with a focus on apparel & footwear, health & beauty, consumer packaged goods (CPG) and education. Barrett continues to be a leading 3rd party logistics provider in North America, known for superior execution, customer engagement, and direct access to senior leadership decision-makers. As a member of Inc.'s fastest growing companies list 15 times, Barrett is big enough to do the job and still small enough to deeply care about your business. eCommerce brands interested in a new 3PL partnership may contact Barrett directly here . Contact Information 锘� Katherine Wroth Marketing Manager katherine.wroth@barrettdistribution.com Official Release Here
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