Alaiko

By implementing digital processes and fulfillment automations, Alaiko enables successful and fast-developing e-commerce brands to reach scalable growth and exceptional customer service. Especially fast-growing and successful e-commerce brands encounter logistics-related challenges that have a deep impact on daily operations. Outsourcing their logistics often means intransparency over the supply chain and missing flexibility to manage unexpected hurdles while still dealing with manual task processing. These barriers impede meeting customers’ expectations and pose a big challenge for e-commerce merchants. The scalability of growth is therefore limited.

Alaiko’s winning solution for scalable fulfillment is based on a three-components-model: First, a state-of-the-art warehousing and logistics network which ensures reliability, flexible staff planning and sophisticated automations of the supply chain. Second, Alaiko’s Logistics Operating System - an innovative platform that addresses the most common challenges for e-commerce customer service and operations. It also provides numerous tools to scale processes more efficiently while also increasing customer satisfaction. Lastly, the combination between streamlined logistics and a cutting-edge operations platform improves what matters most in e-commerce: The customer experience. Alaiko closes the gap between the order button and package delivery with a positive and smooth post-purchase experience. For customers this means an easy, fast and customer-centric journey. For brands, it actively contributes to customer loyalty, successful branding and leads to higher sales.

Every growing e-commerce store faces the moment when it’s time to shift from in-house to an outsourced fulfillment provider. Fulfillment is a competitive advantage and vital to a business’ success. What differentiates Alaiko from competitors is the capacity to provide a scalable end-to-end e-commerce fulfillment. While other fulfillment providers simply take over the logistics of a store, Alaiko offers a fulfillment network with unlimited growth potential.

When (unexpected) order peaks or sales growth happen, Alaiko’s high-performance logistics and Operating System which relies on the highest degree of automation are ready to manage the coordination efficiently and without manual efforts. Thus, the shop never stops selling and delivery requirements are still met. The effectiveness of this combination is also proven in the multiple benefits for customer service. Unlike competitors, Alaiko consistently turns customer service tasks from reactive and manual to proactive and automatized. Thanks to the Alaiko Operating System, customer service teams have full visibility and control of the fulfillment process and can automatically trigger smart and proactive email notifications which inform customers about e.g. address issues or inform about packages ready for pickup.

As a startup founded in April 2020, almost all product and service innovations were implemented in the last 12 months. Nevertheless, one specific innovation should be highlighted in particular: The self-service portal. As stated before, Alaiko’s most important contribution is the ability to enable customer service not only to react, but act proactively. Previously, if orders were transmitted to the logistics provider, no changes or order adjustments were possible afterwards. If a customer demanded to change an order, it resulted in email ping-pong between the customer, customer service and warehouse. Alaiko’s Operating System offers transparency and full control of the fulfillment process. This means orders can still be edited just before the processing starts by changing them in the platform or by letting the customer do it in the self-service portal. Consequently, it not only reduces the manual effort of the customer service, but improves the experience significantly. The portal is on-site and fully branded by the store and therefore creates a new, engaging touchpoint with customers.Order adjustments, address corrections, track&trace and returns can be all sent out proactively and then self-managed by the customer.

Recent innovations include the returns portal and proactive shipping notification. Did you know that 92% of customers would order again if the returns process was better? That’s why we developed Alaiko’s digital returns portal - all can be done by the customer, without additional support. The simplicity of the process boosts customer loyalty and makes the online experience more enjoyable. Customers also want to be informed proactively about their parcel. Alaiko’s proactive communication informs the customer about the status of their parcel by sending out automated notifications. This reduces returns costs (e.g. by avoiding passive returns) and saves customer service capacities.

Wingbrush (Luoro GmbH) became famous overnight due to their appearance in the German TV show “Höhle der Löwen”. Their dental-floss brush gained widespread popularity and success. Shortly after the start of the Covid-19 pandemic, they came up with a new idea: WingGuard - an innovative, eco-friendly mask that neutralizes viruses and bacteria through charged particles. Due to high demand, orders increased exponentially. Nevertheless, they wanted to offer a unique customer experience and meet the highest standards in delivery times and returns processes. Alaiko’s fulfillment was ready to react flexibly to their sudden sales increases and managed to overcome all posed logistical challenges. In addition to that, WingGuard benefitted from Alaiko’s transparency and control options. As a result, the customer service was able to react to requests with just one click at any time.

“Alaiko is like an Apple product: simple, clear and intuitive with an excellent team” (Katharina Wittfeld, Managing Director OGNX)

“It’s the sorted and quick overview of the warehouse, shipping and returns business via the Alaiko platform. It gives us the customer support potential to react appropriately to every order with just one click.” (Burak Dönmezer, Managing Director & Founder WingGuard)

“For us Alaiko stands for outstanding customer service and active support for enhancements and process optimizations”( Niklas Hermes-Böhlefeld, Chocolate Operations Officer Jokolade)

We are very proud to see how our customers benefit from us. Many of them searched for a fulfillment partner that could set up a reliable and efficient logistics set-up which is able to handle big order volumes and peaks right away. Jokolade and WingGuard for example experienced a sudden increase in sales overnight and needed a partner that could react flexibly to each (unexpected) day’s sales. Alaiko offered a reliable solution to every logistical challenge and supported their ongoing growth. Other customers were unsatisfied with their previous fulfillment provider and struggled with a lack of transparency, delays in processing and many manual steps to manage order or shipping issues. Although every e-commerce brand has its individual expectations and challenges, we experience that our customers mostly value the simplicity and transparency of Alaiko. Plus, we support the scalability of our customers’ business by the automatization of workflows and processes - a feedback we are particularly proud of. For more in-depth customer success stories, please visit our website: https://www.alaiko.com/en/resources/

https://www.alaiko.com/