In warehouse fulfillment, regardless of whether the customer’s order contains car parts, jewelry, books, or medical instruments, order accuracy is the number one priority. Delivering an accurate order to every customer is the baseline for measuring success in fulfillment. It is the essential foundation upon which everything else is built. The second priority that follows closely behind accuracy is fulfillment speed. As operations ramp up with peak season or company growth, order accuracy becomes much more challenging because of the sheer volume of orders that need to be processed.
Any process involving human operators carries the risk of errors. This is the same with warehouse fulfillment operations. With manual fulfillment, orders could be picked incorrectly, contain an extra item, have the wrong label placed on the box, or be sorted to the wrong carrier.
Automation reduces errors by ensuring consistency and eliminating human mistakes. We rely on tracking orders and SKUs with unique barcodes. We track the progress of every order along the conveyor using induct verification scanners and perform parity checks at each stage of the fulfillment process. For engineered automation systems, we aim for over 99.5% accuracy, while attempting to operate at a high rate of speed (typically between 15 to 60 CPM).
Even with fulfillment automation, inaccuracies can still occur. Customers can still get the wrong items, or carriers can lose them in shipment. Without much recourse or proof other than scan data, warehouse leaders have a hard time proving they fulfilled the package accurately. But now, with unique vision camera systems we can.
Introducing StreamTech PackSight™ Camera Capture System:
StreamTech Engineering developed a camera vision system called PackSight™. The PackSight™ system does more than just capture images—it records high-resolution pictures of each completed order, whether open or sealed, as it moves along the conveyor. These images are then logged in a searchable database by the LPN (order ID).
Here are some ways this technology can enhance your operations:
Customer Service Insights: Provides data to customer service teams. In case of a complaint, operators can search the LPN database to verify whether an item was picked or not.
Carrier Accountability: Direct images of outgoing packages and contents help trace discrepancies to the carrier.
Internal Pick & Pack Auditing: Tracks accuracy in the pick and pack process using image capture and future machine vision capabilities.
Closed Box Imaging: Captures images at key stages like case sealer exit, label verification, and post-sort for damage claims.
Works well for both open box (pick audits) or sealed package (missing/damaged claims)
Images are saved to a mass storage system and indexed by scanned barcode data
Can perform binary package classification
Pairing The Image & Order Data: It’s More Than Just A Camera
You might ask, “Why not just use an IP camera to track my orders?” While a traditional camera can capture images of the items and shipping labels, the real challenge lies in organizing and tracking this data. For example, if you need to find an order labeled at 11:45 p.m. on January 3rd, you’d have to sift through hours of footage, which could include over 900 boxes if your operations runs at 15 cartons per minute. Searching through this footage wastes valuable time and effort. With PackSight™, that hassle disappears. Images are automatically linked to each order, allowing you to pull up the exact information you need in seconds. No more searching, no more guesswork.
The PackSight™ is a revolutionary system that offers more than just image capture. At StreamTech Engineering, we read the License Plate Numbers (LPNs) of each order, enabling precise tracking throughout the fulfillment process. As your order moves through each stage, the LPN is scanned and instantly communicated back to your Warehouse Management System (WMS). PackSight™ scans and logs each order by its unique LPN, giving you real-time images of open and closed cartons, as well as the shipping label details.
At StreamTech, we’re committed to enhancing efficiency and order accuracy in e-commerce fulfillment. We specialize in crafting tailored solutions that address core operational challenges, seamlessly integrating into your workflow. Through expert guidance and innovative engineering, we’ve helped countless businesses streamline their processes and improve both reliability and speed within their supply chains.
Ready to revolutionize your fulfillment process? Discover how PackSight™ can streamline your operations, improve accuracy, and elevate customer satisfaction.
In today’s rapidly evolving e-commerce landscape, custom order fulfillment is no longer an emerging trend—they’re a necessity. Consumers crave interactions that feel personal, unique, and intimately aligned with their preferences. From the products on their screens, to the pack slips that are carefully placed in their orders, there’s a growing expectation that businesses should “know” their customers.
To build personal relationships with your customers, you must customize each step of the buyer’s journey. It’s not just about getting a package from point A to point B; it’s about showing your customers that you understand them—curated product recommendations, finely-tuned marketing messages, and a custom order fulfillment process.
What is a “Personalized Order Experience”?
Personalization of the order experience involves both the e-commerce shopping process, as well as the delivery, packaging and unboxing experience physically.
Online shopping does not happen in a data-less vacuum. Today, the e-commerce experience is tailored specifically to the customer, whether by their browsing cache, or by the information they provide willingly through a membership account – their age, purchase history, product “likes”, and more. All these elements allow an e-commerce company to build a profile around each customer. Using this data, companies can recommend products, sizes, colors, styles and flavors that line up well with what each customer will like.
By considering a customer’s past purchase history, retailers can make product recommendations, create personalized marketing materials, deliver during customer-preferred times and much more. By showing your customers that they are valued and understood, this type of personalization can lead to increased loyalty, larger order sizes, more frequent orders, and more word of mouth promotion.
Personalization in the Order Fulfillment Process:
By leveraging subscription box packing software, warehouse technology, and data, businesses can carefully curate the fulfillment process and unboxing experience for each customer. In this section, we’ll explore the specific methods used to achieve this personal touch along with examples of each method in practice.
Branded Packaging
Designing unique and attractive packaging that carries your brand’s logo, colors, and messaging can leave a lasting impression on customers. Right-size packaging machinery can be leveraged for efficient and cost-effective branding. These machines, including case, tray, or random carton erectors, are equipped with color inkjet technology to seamlessly print visual elements on the box.
Scenario: “Bean Brews” Online Coffee Shop Carlos loves trying new coffee blends. This month, he orders from “Bean Brews” for the first time and is surprised when his monthly coffee order arrives in a beautifully designed box. The box is personalized with his name and “Carlos’s Exclusive Brew Selection”.
Each coffee bag inside is wrapped and labeled with details about the blend, making Carlos feel like he’s received a custom package just for him. This personal touch makes Carlos a fan of “Bean Brews” – he’s not just likely to order again, but he’s also going to tell his friends about this unique unboxing experience.
“Handwritten” Notes
Including a note from the team who fulfills the products is a subtle yet powerful way to enhance the customer experience. These can even be styled to look like a handwritten font. It transforms a standard transaction into a personalized shopping experience, building a connection between the brand and the customer. These can be automated via a thermal printer, or a full page document insert system – even with color.
Thank You Notes: A simple message expressing gratitude for the customer’s purchase. It can be generic or tailored to the individual, mentioning specific products bought or occasions celebrated.
Custom Recommendations: These notes can suggest additional products that complement the customer’s purchase, based on their buying patterns or preferences.
Special Occasions: Recognizing and celebrating a customer’s milestones, like birthdays or anniversaries, with special offers or messages.
Scenario: “Vital Fit” Supplement Company Deshaun orders protein powder and a pre-workout supplement from “Vital Fit” online. When he receives his order, there’s a note that looks handwritten, from the warehouse team member who fulfilled the order, making the message feel personal. It thanks Deshaun for his order and suggests he follow “@VitalFitChampions” on Instagram for workout tips. He scans the QR code on the note, lands on the Instagram page, and finds a host of useful workout content. The personal touch in the note makes Deshaun feel valued and more connected to the Vital Fit brand.
Gift Message Inserts
When a customer selects a product to purchase as a gift, they may have the option during the online checkout process to add a personalized message. This could be a congratulatory note, birthday wishes, anniversary sentiments, or any other customized content that adds a personal touch to the gift.
Document automation systems can streamline the inclusion of personalized messages in the custom order fulfillment process, ensuring they are added accurately and efficiently. These messages can be printed in various formats, including full-page, color, or thermal printed, to fit different presentation preferences and budgets.
Scenario: “Blossom & Bloom” Online Flower Shop Alice orders a bouquet from “Blossom & Bloom” for her mom’s birthday and sees an option to include a personal note. She writes a heartfelt message, which the company prints on an elegant card, thanks to their automated system. When the flowers arrive, her mom finds the card among the blooms, making the gift extra special. The personalized touch enhances the experience for both Alice and her mom, making them more likely to choose “Blossom & Bloom” for future flower deliveries.
Loyalty Program & Rewards
Enterprise software platforms will have the ability to track customer profiles and tie into customer loyalty programs. These types of points programs are becoming very common – but not every retailer has incorporated them into the final order fulfillment process.
Incorporating loyalty programs directly into product packaging is a strategic move for businesses to promote engagement and encourage repeat purchases. This approach integrates reminders of the rewards and benefits customers gain by staying loyal to a brand.
Labels and QR Codes: These can be affixed to the packaging, leading customers directly to their loyalty account where they can view accumulated points, redeem rewards, or explore exclusive offers.
Exclusive Access Notifications: The parcel can also include inserts about exclusive access events or products available only to loyalty program members. This not only adds value but fosters a sense of exclusivity and privilege.
Scenario: “Glam Glow” Beauty & Skincare Store Hannah, a loyal customer of “Glam Glow,” orders her usual skincare products. When her package arrives, she finds a personalized card thanking her for being a part of the “Glowing Star” loyalty program. Inside the box, there’s also a small card showing the loyalty stars she earned from this purchase and her total star count, along with a QR code for easy access to her loyalty account. To her delight, there’s an exclusive sample of a new product included, just for loyalty members like her. These personalized touches make Hannah feel valued and deepen her connection to “Glam Glow.”
Product Information Inserts
These types of inserts can enhance the customer experience by providing valuable information, tips, and stories directly within the product packaging. These inserts not only educate the customer, but also build a deeper connection between them and the brand.
Product Usage Tips: These are tailored instructions or tips to help customers make the most out of their purchases. It might include creative ways to use the product, tips for maintenance, or suggestions for optimal use to ensure durability and performance.
Care Instructions: Specific guidelines on how to care for the product, enhancing its lifespan and maintaining quality. Especially important for clothing, accessories, and items that require maintenance.
Brand Stories: Sharing the brand’s journey, values, or the inspiration behind specific products. This can create an emotional connection and offer customers insights into the brand’s ethos and uniqueness.
Scenario: “Urban Tannery” Leather Goods Ravi purchases a premium leather wallet online. When they receive their order, inside the packaging, along with the wallet, is a beautifully designed insert. It offers tips on caring for the leather to maintain its finish and durability. There’s also a section that shares the story of how the “Urban Tannery” wallets are handcrafted by artisans using traditional methods.
Ravi appreciates these extra touches. The care tips are helpful, and learning about the brand’s craftsmanship and values gives them a deeper appreciation for their purchase. It’s not just a wallet; it’s a product with a story, and Ravi feels more connected to the brand.
Personalized Delivery Windows
Personalized Delivery Windows are becoming an integral aspect of the e-commerce fulfillment process, especially for subscription-based services. By utilizing an advanced Transportation Management System (TMS) software and integrating it with customer data, businesses can offer their subscribers the flexibility to choose their preferred day of the week for deliveries. This personalization caters to the customer’s convenience, enhancing satisfaction and loyalty.
Scenario: “Fresh Fare” A Gourmet Meal Kit Delivery Service Jordan subscribes to “Fresh Fare” for weekly meal kit deliveries. He chooses Friday evenings for delivery, thanks to the service’s option for personalized delivery windows. “Fresh Fare” uses a special system to make sure each package arrives exactly when the customer prefers. One week, a work commitment pops up for Jordan, so he quickly switches the delivery to Saturday morning using the “Fresh Fare” app. The package arrives right on time. This flexibility and customization make Jordan an even bigger fan of “Fresh Fare.”
Conclusion
With the e-commerce space getting more and more crowded by the minute, adding a personal touch to each order is key. Custom order fulfillment can enhance the overall buying journey from the first click to the final unboxing. It fosters deeper connections, leading to increased loyalty, more frequent business, and a notable rise in customer retention.
The big takeaway? Personalization isn’t just a passing phase, it’s the golden ticket to stay ahead in the game – and adding these touches does not have to cripple your fulfillment team. With automated technologies, personalization can be built into your operation.
The FoldSerter™ automatically identifies each package, communicates with the software system to receive the correct pack slip, prints, folds, and inserts the pack slip into the carton, while scanning each page for 100% verification. StreamTech’s WCS software allows the system to deliver to multiple lines simultaneously.
Watch it In Action:
“Our clients have really embraced the FoldSerter™ product. This document inserter is a practical solution that comes from StreamTech’s deep operational experience and our expertise in controls and software integration. The Foldserter™ will help our customers increase throughput and profitability. It gives them the flexibility to handle single or multi-page documents in an automated fashion, with 100% scan verification. I believe it has the lowest complexity and provides the best value in the industry,” said Steve Horcher, Automation Engineer and co-inventor.
Foldserter™ has been implemented in a variety of industries including electronics, aerospace, government, publishing, postal, 3PL, medical and consumer products. This is why we are proud of the patent award for the FoldSerter™.
