Phuc Thinh is a service provider specializing in logistics and fulfillment solutions. However, as their clients began shifting to eCommerce platforms, Phuc Thinh faced significant challenges. Due to a lack of experience and understanding of eCommerce fulfillment, they struggled with processing and managing online orders—from inventory tracking and shipping management to meeting the specific requirements of various eCommerce platforms.

Thanks to the adoption of UpBase SMEs software, along with the comprehensive solutions provided by UpBase, Phuc Thinh was able to optimize their processes, reduce errors, and improve operational efficiency. Let’s explore how Phuc Thinh successfully leveraged technology to transform and strengthen its position in the fulfillment industry.

Company Background

Phuc Thinh is a professional fulfillment service provider for FMCG brands, supporting retailers in order processing, storage, and delivery. With bulky goods, high order volumes (especially during promotional campaigns), and constant warehouse movement, Phuc Thinh encountered considerable operational difficulties. These challenges led to warehouse overload, order processing errors, and underperformance in daily operations.

In particular, as they transitioned to serving eCommerce clients, Phuc Thinh had to meet strict demands for fast and accurate order processing—not only to ensure customer satisfaction but also to help their clients maintain strong performance metrics on eCommerce platforms.

Challenges Before Using UpBase SMEs Software

Although Phuc Thinh had been successful in providing traditional logistics and fulfillment services, the company encountered several major challenges when its clients shifted to doing business on eCommerce platforms:

Lack of Experience in eCommerce Fulfillment

With a background in traditional fulfillment, Phuc Thinh lacked in-depth knowledge of eCommerce fulfillment—a field that demands high flexibility and the ability to integrate systems to process orders from online marketplaces quickly and accurately.

Handling Late Orders and SLA Violations

Phuc Thinh’s clients operating on eCommerce platforms required a more complex fulfillment process, including online order processing, inventory synchronization, and shipping. Due to limited knowledge of the specific requirements of these platforms, Phuc Thinh struggled to ensure that orders were processed and delivered on time, often resulting in missed SLA deadlines.

Lack of Data Synchronization with eCommerce Platforms

One of the major challenges was connecting and syncing data between eCommerce platforms and Phuc Thinh’s fulfillment management system. This lack of integration led to errors and delays in order processing and delivery, negatively impacting customer trust and business performance.

Fragmented and Time-Consuming Operations

The picking, packing, and handover processes were still largely manual and lacked automation. This made it difficult for staff to handle high order volumes efficiently and increased the overall order completion time.

These challenges created an urgent need for Phuc Thinh to find a suitable technology solution to enhance the effectiveness of its fulfillment operations in the fast-paced eCommerce environment.

Solutions from UpBase SMEs Software

To address the challenges Phuc Thinh faced in fulfillment management, UpBase SMEs provided optimized solutions that improved efficiency, minimized errors, and saved time:

Centralized Data Synchronization and Management

UpBase SMEs offered a comprehensive solution that not only optimized the fulfillment process but also helped Phuc Thinh resolve data synchronization issues between eCommerce platforms and their warehouse system:

• Orders from Shopee, Lazada, and TikTok Shop were synchronized into a single interface, updated in real time, making it easy for Phuc Thinh to monitor and process them efficiently.
• Strict order status management: Each order was clearly marked with statuses such as “pending,” “packed,” “handover,” or “canceled,” ensuring no order was missed.
• System synchronization between platforms and inventory: Stock levels were automatically updated, enabling accurate control over available inventory and preventing overselling.

Optimizing the Picking Process with Packing Lists

UpBase SMEs helped Phuc Thinh streamline the picking process by providing packing lists with multiple options tailored to different order types:

• Single-item orders: Warehouse staff could pick items quickly without needing to check too many details.
• Multi-item orders: The system ensured staff could easily gather all products in an order without confusion or mistakes.
• Mixed orders: The system automatically categorized and grouped items by type, making it easier for staff to pick products from various categories efficiently.

Flexible Management Based on Operational Workflow

With UpBase SMEs, Phuc Thinh could flexibly manage operations according to the specific workflow of each warehouse and its unique requirements:

• Pack orders first, then print shipping labels: Suitable for warehouses with standardized processes that require packaging to be completed before generating shipping labels.
• Print shipping labels first, then pack: Ideal for warehouses that need to create shipping labels and organize items before packing, helping to prevent errors during the handover to shipping partners.

Accurate Control of Inventory and Inbound/Outbound Orders

UpBase SMEs provides features that help Phuc Thinh accurately manage inventory levels and track inbound and outbound orders:

• Generate handover notes to delivery partners: Once an order is processed and ready for shipment, the system automatically creates a handover note with the delivery partner to track shipping status and ensure on-time delivery.
• Generate return handover notes from delivery partners: When an order is returned or canceled, the system automatically generates a return handover note to ensure all information is updated accurately and promptly.

With these solutions, UpBase SMEs has helped Phuc Thinh effectively resolve inventory issues, reduce picking errors, and optimize the fulfillment process—ultimately improving operational efficiency and reducing turnaround time.

Tracking Fulfillment Performance and eCommerce Platform SLA Reports

By integrating its system with eCommerce platforms, Phuc Thinh can easily monitor fulfillment performance and generate SLA reports according to each platform’s specific standards. This allows Phuc Thinh to allocate manpower efficiently and prioritize orders nearing their deadlines—ensuring that their clients’ stores are not negatively affected by late delivery rates.

Results After 3 Months of Using UpBase SMEs

After three months of implementing the UpBase SMEs software, Phuc Thinh saw significant improvements in its operational performance, allowing the company to optimize its fulfillment processes and enhance overall efficiency. The key outcomes included:

• 50% increase in picking efficiency: Thanks to the consolidated picking list feature, warehouse staff could fulfill multiple orders in a single route.
• Reduced order processing errors: Each order was clearly displayed in the system, minimizing confusion and ensuring 99% accuracy.
• 40% reduction in operational time: Through process synchronization and automation—from picking and packing to delivery.
• Improved customer satisfaction: On-time delivery rate increased to 95%, and positive customer feedback rose by 30%.

Conclusion

Phuc Thinh, a fulfillment service provider, faced major challenges when transitioning to serve eCommerce clients. Issues such as lack of data synchronization, difficulties in inventory management, and manual order processing reduced operational efficiency and negatively impacted customer experience and business outcomes.

By adopting technology in its operations, Phuc Thinh not only overcame these initial challenges but also built a solid foundation for future business growth. Phuc Thinh stands as a clear example of how the right technology, when applied to operations management, can deliver exceptional benefits. For eCommerce businesses and fulfillment service providers, UpBase SMEs is a reliable solution to enhance operational performance and business success.

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