background

Zenkraft Blog

Run your Logistics and Post-Purchase Experience on the Salesforce Platform.

Salesforce Order Management

Published on 09 March 2020 by in salesforce commerce-cloud returns 

Zenkraft's Salesforce Order Management integration adds 100% native shipping, tracking and returns functionality to Salesforce Order Management

Keep reading to see how Zenkraft integrates with Salesforce's newest Commerce product! 

Automating Shipping Carrier Selection

When an order is received, Zenkraft automatically selects the most appropriate carrier for fulfillment. This can be based on any number of factors such as:

  • Warehouse - Map shipments to the most cost-effective warehouse or the warehouse that can fulfill the order quickest (depending on your business rules).
  • Product - Does the package contain elements that are temperature sensitive? Map these shipments to a carrier equipped to track the temperature of deliveries.
  • Weight - Does the package weigh over 80 lbs? Map these shipments to your freight carrier.
  • Destination - Are you shipping to a specific country? Map these shipments to a carrier based in the region.

Shipments are booked directly with the shipping carrier and international paperwork (such as Commercial Invoice, ProForma Invoice, or NAFTA Certificate of Origin) is filed electronically. Cutting down the time it takes to book a shipment and preventing delays when shipping across borders. 

As you can see Zenkraft built “book shipment" &  "Create Fullfilment Order") into the flow builder. 

Branded Tracking Notifications & Upselling with Einstein 

Once the shipment is in transit, Zenkraft sends shipping notifications using email, SMS, WhatsApp or Facebook Messenger. Tracking emails contain a “Track Shipment” button that once clicked drives consumers back to your ecommerce store.

Here you can see a customer clicking "Track Shipment" from their email and being sent back to a branded tracking page with recommended products on the right-hand side. 

Once shoppers return to your ecommerce store, Zenkraft’s Commerce Cloud app will present upsell promotions using Einstein Recommendations.  

Additionally, if your company uses Salesforce Marketing Cloud, our journey builder integration enables you to collect open, click and conversion data for these shipping notifications. 

Our Journey Builder integration allows marketers to see how shoppers interact with shipment notifications and adjust the content for better performance. 

Automating Returns

If a customer decides they would like to return their recent purchase, service reps can quickly generate return shipments with a single click using Zenkraft's Salesforce Order Management integration. Zenkraft makes one-click returns possible by bringing the functionality of 60+  shipping carrier sites onto the Salesforce platform.  Bringing shipping & returns functionality into Salesforce eliminates the need to copy & paste customer data between systems and saves our customers thousands of man-hours per year. 

As you can see Zenkraft's invocable method (“create return shipment”) is built into the flow to enable automated returns. 

Once a customer decides to return an item, retailers are able to view real-time tracking updates for inbound returns completing the 360 degree view of the customer. Our integration also enables service teams to build workflow in Salesforce based on reverse logistics checkpoints (dispatch refunds/replacements based on arrival scans, departure scans, etc.)

The tracking status of return shipments will update hourly. 

Reducing Need for Service Rep Interaction

Zenkraft allows brands to take a hands-off approach to returns in 2 ways: Chatbots and Self-Service Returns.

Einstein Chatbots 

Our Einstein Chatbot integration can help automate WISMO inquiries and returns. Einstein Chatbots with WISMO & return label functionality is simple to set up since it's on the Salesforce platform. Your Salesforce admin will be able to quickly plug in Zenkraft actions to any existing Einstein bot implementations. 

The communication between the bot and our app is a simple bit of apex code that can be added and modified to suit your business needs.
 

Self-Service Returns

Zenkraft's solution enables ecommerce shoppers to generate and receive a return label without interacting with a service rep. All customers need to do is log into their account, answer a few quick questions pertaining to their return and submit their return request. 

Provide your customers with a seamless return experience that requires 0 interaction with customer service. 

Pick & Pack Orders in Salesforce

Additionally, our app supports In-store fulfillment and pick and package capabilities by integrating with printers, scales and scanners. Supported peripherals include: Zebra LP2443 (EPL2), Zebra LP2844 (EPL2), Zebra LP2348 Plus (EPL2), Zebra Z4M Plus (ZPL or EPL), Zebra ZP500 (ZPL or EPL), Zebra ZP500 Plus (ZPL or EPL), Eltron 2442, Eltron 2543
Eltron 2844, OKI Data LD620, Zebra S4M, Zebra ZP450, Zebra ZT230, UPS Thermal LP2844, Zebra GK420d Thermal Printer, Zebra GX420d Thermal Printer, ZT230 Zebra Printer
and ZT410 Industrial Zebra Printer (These are the printers we have tested. Many other thermal printers that print in a resolution of 203dpi should also work.)

Automatically assign a container type and shipping carrier with the swipe of a scanner. 

Shipping & Returns Dashboards

When you handle shipping & returns natively you can view real-time dashboards of all your shipping and returns data in one place. 

 Combining Salesforce's powerful reporting capabilities with shipping & returns data from carriers is a hidden benefit of our native solution. 

 

Zenkraft is used by nearly 1,000 Salesforce customers across every cloud. We support 60+ carriers and can be configured using clicks not code, so the level of effort to implement is low. If you have any questions about our solution you can visit our Salesforce Order Management page or you can schedule a personalized demo here.

 

Continue reading »

7 Reasons You Should Ship from Salesforce

Published on 21 February 2020 by in salesforce 

Managing customer data for your organization is a tough and often thankless job. The rapidity that data becomes stale, amount of incoming data, inconsistencies with formatting, team members neglecting data entry, and data in disparate systems all play into the difficulty of the job. 
Our solution will reduce the number of pains you experience as a customer data manager and create gains for individuals across your organization. 


7 Benefits of Shipping from Salesforce:

Time is Money

Zenkraft allows your team to create shipping and return labels faster. Copying and pasting customer data between systems typically takes a customer service rep 5-10 minutes per shipment. With Zenkraft, fully setup shipping labels can be automatically generated. If your team is spending 5 minutes per shipment on label-creation and processing 100 shipments per week. That's 500 minutes a week (a little over 8 hours/week) spent on this task. A task that we have gotten down to a mere 10 seconds per shipping label created for some customers (16 minutes/week for 100 shipments). 

Shipping is in Your Blind Spot

Creating a 360-degree customer view is at the core of the Salesforce Platform. Salesforce has shone a light on the benefits of providing a 360-degree customer view throughout 2019. One of the most important benefits of increasing customer visibility throughout your organization is increasing customer trust. Without shipping data alongside customer data, your employees don't know where customer orders are and you will never be able to fully complete that 360-degree customer view. Having access to this data across your organization allows your team to delight customers (without having to transfer them to a different department).

A Single System for your Customer Data

Syncing customer data across multiple databases is a thing of the past. Business data rapidly becomes stale. According to WINMO, 30% of business data becomes stale every 12 months. Data becomes stale when companies change hands (mergers & acquisitions), individuals leave companies for better jobs, or individuals switch roles at their current company. This means that keeping address and contact data up-to-date in a single system is hard enough. Keeping it updated in two or more different systems and synced effectively is manual, time-consuming, and error-prone.

Easily Integrate with Other App Exchange Solutions

Warehouse Management Systems (WMS), Enterprise Resource Planning (ERP), and Accounting are all moving to the cloud! That's why we focus on making sure our app easily integrates with other ISVs on the AppExchange. Zenkraft integrates with clicks, not code, into 5,000+ other AppExchange applications. This means that you can implement and go-to-market faster without acquiring lots of technical debt when implementing our solution. 
Additionally, no-code integration allows your team to quickly and cost-effectively build upon the functionality of our application by downloading other AppExchange solutions. For example,  if you'd like to send a text message every time a shipment is delivered, you can easily implement an AppExchange SMS text message application.
 

More Manual Entries = More Mistakes

Copy and pasting data between systems is time-consuming and means that mistakes are made (despite your customer service reps’ best efforts). Think about it this way: If you ship 100 items per week and the error rate is 5%, what is the cost of fixing those 5 lost packages? What kind of experience does it create for the customer? A disjointed experience! A customer experience that involves being passed around from department to department and being put on hold with no guarantee they will end their experience with more information or timely arrival of their order. 

Inform your Organization

Now that your shipping data is stored natively on the Salesforce platform, you can use Salesforce's powerful reporting and dashboard capabilities to gain insights into shipping data that wasn't previously available inside the platform. For example:

  • You can associate shipment costs to a particular customer.
  • You can calculate the average cost of a return by a specific group of customers or industry.
  • Based on estimated delivery dates from the carrier, you can potentially downgrade shipment service types to cheaper services and they will still arrive on the same day. For example, in some areas of the country, a Ground Shipment will arrive the next day and an Express shipment will also arrive the next day but the Express shipment might cost 3x more.Reduce Cost of Employee Turnover

Unfortunately, we often see companies that are forced to retrain, retool, and respend after their customer data manager leaves. If the person that implements Zenkraft leaves the company it isn’t an issue because Zenkraft is built using core Salesforce technology. This means that every Salesforce Admin or above (estimated to be 1,000,000+ people) will already know how to configure and implement our application. This makes the risk of implementing Zenkraft significantly lower than implementing a non-native shipping tool. 

Final Word

Customers typically switch to our Salesforce native solution to kill pains instead of creating gains. But that doesn't mean you won't see gains if you decide to implement Zenkraft in your Salesforce org. Our customers have reported a 3-5x return on investment within the first 12 months of switching to our Salesforce native solution.

Continue reading »

Managing Ecommerce Returns in Salesforce

Published on 21 January 2020 by in salesforce ecommerce returns 

Ecommerce Returns are on the Rise 📈

UPS estimated that almost 2 million packages entered its network on January 2nd, the day it has coined “National Returns Day”.

That’s one shipping carrier, in one market, in one day...

Is your technology stack equipped to provide a top-notch customer experience in the age of excessive ecommerce returns?

In most companies, there’s a disconnect between the return request (Case) and the physical location of the item. Zenkraft helps eliminate this disconnect by connecting 60+ shipping carriers to Cases in Salesforce, enabling CSRs to create return shipping labels directly from return requests (cases). 

4 ways Zenkraft can help your team process ecommerce returns:

Create Labels with a Single-Click 🦸‍♀️

Superman can leap tall buildings in a single bound. Your CSRs can create ecommerce return labels in a single click with the Multi-Carrier app! 

Once the Multi-Carrier app is installed Service Cloud users can click a button and generate the return label, email it and follow up when/if the item is not returned. 

This allows your customer service reps to avoid hours of monotonous copy and pasting. Giving them more time and energy to roll out the red carpet for customers, training to handle more complex customer service situations, relaying important customer feedback to your product team, and building a loyal community around your products. 

Trigger Workflow 🔫

The physical location and movement of an ecommerce return is an integral part of managing inventory and staying in contact with shipping carriers and customers. 

With Zenkraft, companies can leverage status updates to improve customer experience and protect themselves from returns fraud. 

If return requests aren’t connected to Cases in your organization, how are you processing ecommerce returns? Are you waiting for a return to travel all the way back upstream? Are you taking chances on packages that may not have been returned or checked for damages?

There’s a better way!

Configure the automatic dispatch of refunds and exchanges based on your own business rules. With the shipment location connected to the Case you can trigger refunds/exchanges when a return reaches a particular checkpoint. 

RPA & Returns 🤖

Configuring a "Return My Order" dialogue in Salesforce helps take simple return situations off the plate of customer service reps. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Return My Order” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve their information and send a return label in the chat window. Your message will look something like this "Here is your return shipping label {!ReturnLabelURL}.

Hands-Off Approach to Returns 🚫🤲

Would you like to remove all but the most complex returns/exchanges from your customer service reps queue?

Our application allows customers to login to their account, quickly explain why they'd like to return the package, generate a label, and mail the package all without having to talk to a customer service rep. 

Final Word

Knowing the physical location of a return is crucial to elevating your ecommerce returns experience and getting valuable inventory restocked. Having access to this information in real-time allows you to dispatch refunds or exchanges quicker.

But what’s better for you and your customer is the customer having real-time access to this information.

So connect Cases to shipment location and keep your customers happy (And out of your hair).

Continue reading »

3 Ways To Manage Where's My Order Inquiries in Salesforce

Published on 06 January 2020 by in salesforce ecommerce tracking 

Where is my order? When’s it going to get here? Is my package going to arrive in time for my daughter's birthday?

Does this sound like your customer service center? Chances are this sounds all too familiar! Where is my order (WISMO) calls/chats account for up to 80% of customer service inquiries.

Our Multi-Carrier app standardizes the shipment tracking function for 60+ carrier APIs, allowing your team to answer Where is My Order inquiries without leaving the Salesforce platform! 

Zenkraft can help you track shipments in 2 ways: Customer service reps can simply open any shipment record and click the track Shipment button OR your Salesforce Admin can configure Schedule Tracking for automatic updates. 

We suggest setting up automatic tracking updates so every Service Cloud user has instant access to tracking information.  For more details on how to configure Scheduled Tracking, click here. Once your Salesforce Admin has set up this feature you will need to make an important decision on the future of your customer service strategy. 

Here are 3 Ways to more efficiently answer Where is My Order inquiries:

Increase Call Center Efficiency ☎️

Scenario: Let’s say your organization has invested heavily in a call center, has adequate staffing, little to no concern about request volume, and believes CSRs are consistently providing a satisfactory customer experience. But you would like to further improve customer experience and make your CSRs jobs easier!

Solution: You decide WISMO calls/chats should continue to be handled by your call center. But you want to give your CSRs the tools they need to handle the same volume in less time. Our solution shaves minutes off each Where is My Order inquiry by bringing customer data into a single system.

Managing multiple tabs might not seem like a big deal but in the hectic world of a customer service rep every second counts. CSRs are often managing multiple requests from a customer at once. While bouncing back and forth between the chat, the customer’s account, and possibly an internal knowledge base. Plus they need to resolve each request as quickly as possible. 

Results: In a time-sensitive setting like this, seemingly small changes like eliminating a tab/system for CSRs will help reps become more efficient. In turn, increasing the quality and speed of customer service for your customers. 


Let Chatbots Handle WISMO 🤖

Scenario: Let’s say your organization wants to reduce the budget spent on call centers without sacrificing customer experience. CSRs were swamped with requests last year, now there are less staff, and customer experience begins to suffer. 

Solution: Handoff “Where is my Order” requests to chatbots by configuring an Order Status dialogue in Salesforce. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Order Status” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve and relay the tracking status of their shipment. This response is configured by pulling pre-defined fields into the text (similar to an email automation tool). Your message will look similar to this “For Order Number {!Order_Number} Your shipment status is {!Shipping_Status}.

Result: WISMO inquiries are redirected to Salesforce’s Einstein chatbots, reducing the burden on human customer service reps.  

Keep Customers in the Logistics Loop 🚚

Scenario: Let’s say your organization has a high volume of non-WISMO calls (troubleshooting, warranty, etc.). CSRs are also fielding WISMO requests, taking time away from more complex issues, and reps are struggling to deliver a high-level experience. 

Solution: Don’t wait for requests to come into your call center. Send tracking updates at important checkpoints during your product’s journey! Our application automatically updates shipment status every hour, allowing you to know your customer's order status at all times. 

But that’s only half the benefit of our solution. It’s not enough for you to know where your customer’s package is, they want access to this information as well. 

So give it to them! 

With our Commerce Cloud cartridge, you can send notifications (email, SMS, WhatsApp, etc.) when orders are: in transit, out for delivery, delayed, and delivered.

Result: Customer Where is my Order requests are preempted by sending branded tracking notifications. Where is my Order inquiry volume is decreased because customers no longer need to ask. They already know! This frees up your CSRs to focus on issues that require human attention.  


Final Word

We don’t need to tell you the power of the Salesforce platform. You’re already a part of the ecosystem and Salesforce clouds are embedded into your business processes. 
But if your brand is engaged in e-commerce you have noticed a feature gap. Salesforce can’t communicate directly with shipping carriers and has no shipment tracking capabilities. 

No big deal, you can’t expect one tool to do everything. 

You’re right...and wrong. 

Service Cloud/Commerce Cloud doesn’t have these features built-in out of the box. But you can upgrade them once they are out of the box. Download our solution from the AppExchange to see what Salesforce can really do! 

Continue reading »

Creating a Total Return Shipments Report for the Current Fiscal Year

Published on 19 December 2019 by in salesforce reports 

 

Are you keeping tabs on the number of return shipments your company is processing on an annual basis? Paying close attention to trends and spikes in returns can help you make informed product and personnel decisions.

Watch the video above or follow these steps to help your organization better understand your reverse logistics operations. 

How to Create a Total Return Shipments Report for the Current Year

Launch Service Cloud

Click on the Reports tab in the navigation bar.

Then click New Report.

Choose Shipments with Case as your report type and click continue.

Add 2 columns: Case: Case Number & Shipment: Shipment Number

Group the report by Shipment Created Date.

Then click on filters.

Select All Shipments, Shipment: Created Date, & Current FY.

Now you are ready to run your report, click Save & Run.

The next screen will allow you to name, describe, and manage report visibility.

Clicking select folder allows you to choose the visibility of your report.

You will be able to toggle a chart in the navigation bar. For the Annual Returns Report, I chose a line graph to identify return trends over time. 

If you'd like to choose a different chart type click the chart properties cog above the chart.If you'd like to choose a different chart type, click the chart properties cog above the chart.

Continue reading »