The relationship between e-tail success and fulfilment As South African consumers become more comfortable buying retail goods online and amidst predictions that e-tail will scale new heights this year, the role of distribution is an aspect that will increasingly differentiate e-tailers and provide them with a competitive edge. “The secret of successful e-tailing is to get the order out quickly and delivered in perfect condition,” says Ryno Bekker, General Manager of On the Dot Contract Logistics. “The courier plays a significant role in providing a positive online shopping experience.” If online purchases are slow on delivery, customers could change their minds and cancel the order. “One of the cornerstones of On the Dot’s offer to our e-tail clients such as Spree, Mr Price, Mr Price Home, is that we’ll leverage our industry understanding and technology to ensure that their customers’ experience results in repeat business and positive word-of-mouth.” Ryno says that online customers are just as discerning as those visiting physical outlets. “E-tailers have to cater for all types of shoppers. You’ll find the ‘fine-planner’ who shops around online and might be willing to wait a few days for their delivery. Or, the last-minute shoppers who demand after-hours delivery during peak shopping seasons. Their expectation defines their experience.” One can understand why a distribution partner or courier would work very closely with the e-tailer. On the Dot believes that the perfect fulfilment experience is very much determined by stock availability and delivering the purchase as soon as possible after the client has clicked the ‘buy item’ button. What happens behind the “buy button” includes well-engineered processes, next-generation technology and performance-driven teams. “The accuracy and complexity of the order is typically determined before stock gets picked from the shelf. Then its packaging and preparing documentation,” explains Ryno. “You do need some . . .
A reader has asked the Property Poser experts to assist with a matter involving an uncooperative managing agent who was appointed by the trustees to oversee the sectional title complex in which she resides. The resident explains that the complex is riddled with issues that seem to be the result of poor maintenance, inadequate waterproofing and poor drainage. As a result, carports are rusting, brick paving is bulging, buildings are cracking and roofs are leaking. The exasperated reader now wishes to correspond with the trustees of the complex and the other owners to notify them of the poor financial management by the trustees. To this end, she asked the managing agent for their contact details. The managing agent has provided her with names and the unit numbers of the persons involved but refuses to provide any further information. Although the trustees' meetings would be the place to raise such issues, the reader appears to want to take a different approach and correspond in writing with those concerned, says Schalk van der Merwe from Rawson Properties in Somerset West, Cape Town. "She has done some research of her own regarding her legal rights and discovered that the Sectional Titles Act provides for the managing agent to furnish the names and addresses of the trustees and owners in a scheme." Van der Merwe says the reader also mentions that the Promotion of Access to Information Act could be utilised to access the information she requires. "It would appear that the managing agent has complied, in a technical sense, with his duty to supply the names and addresses." His refusal to supply e-mail and postal addresses is not a transgression of the Sectional Titles Act, says Van der Merwe. "The Promotion of Access to Information Act sets out several principles and methods that apply to the manner in which one can set about gathering information." In utilising this legislation, the reader could approach the managing agent and request . . .
TCI hosted the Omni-Channel Retailing Conference on Wednesday, 12 March 2014 and Thursday, 13 March 2014 for retail professionals from both physical and online stores whose responsibilities include: Branding, Logistics and Supply Chain, Product & Pricing, Marketing, Strategy and Innovation implementation, Cross Channel Marketing, Retail strategy and Technology. The conference which was held at the Focus Rooms in Sunninghill, Johannesburg helped retail professionals gain insight on how to integrate their offline and online store activities by hearing about the requirements for retailers to remain competitive throughout the channels through the implementation of strategies relevant to the connected consumer; strategies such as the effectiveness and efficiency of omni-channel logistics. During the informative two day event delegates and attendees discussed best practices for the expanding mobile retail market as retailers gear towards the role of omni-channel in creating a competitive advantage ; this was achieved by engaging discussions on how local retailers can keep abreast of developments in this environment by understanding the business and technology challenges of an omni-channel strategy. In the meantime, we are busy working on events that are still to take place; events such as: Insurance Claims Management Conference 2014 (15 & 16 April 2014) Multi-Channel Contact Centre Optimisation Conference 2014 (14 & 15 May 2014) Banking Customer On-boarding & Cross-Selling Conference 2014 (14 & 15 May 2014) Banking Omni-Channel Conference 2014 (28 & 29 May 2014) Transactional Banking: Looking Beyond 2014 Conference ( 11 & 12 June 2014) Cross border payments and remittances ( June 2014) Please contact us should you wish to receive further information about future TCI conferences on : Website: http://www.tci-sa.co.za Tel: 011 803 1553 E-mail: firstname.lastname@example.org Faxmail: 086 5822 988 Once again thank you all for . . .
Property Poser's expert has been approached by a tenant who has not only lost her long-term lease but also the garden and braai area she set about establishing at her own cost. The reader explains that she rented a dwelling with the understanding that she was to remain there for a number of years. The lease was drawn up for a single year but the tenant was assured that this was standard procedure and that it would merely be renewed year on year. As a result of the ostensible extended lease period, she set about effecting improvements to the property including the development of a garden and braai area. To her surprise, she has been given notice that, at the end of the one-year lease, she must vacate the premises. Understandably, she is concerned and wishes to know what her rights are regarding her improvements. She would like to know if the landlord has a right to withhold her deposit should she choose to remove her young plants and decor from the garden. According to Sean Radue of Radue Attorneys in Port Elizabeth, the lease agreement should be the reader's first point of reference regarding her rights in this situation. "The agreement will often make reference to any improvements made to the rented property." Unfortunately, says Radue, these improvements are often recorded without much regard for the tenant and merely become part of the rented property without any compensation to the tenant. "There is, however, also a fairly good chance that the lease could make provision for the removal of the improvements where it doesn't cause damage to the premises or where it can be repaired by the tenant." Radue says it should also be noted that the regulations to the Rental Housing Act provide that the tenant should maintain the garden and keep it neat and tidy. "It appears that the gardening done by the reader went above and beyond her duty to keep the garden neat and tidy." Depending on the relevant provisions in the lease, the reader may . . .
This week, two readers have asked the Property Poser panel for assistance with separate rental issues that stem from the lack of a written lease agreement. The first reader wants to know what the recommended annual rental increase should be if there is not an agreement in place. She also mentions that she requested a written agreement from her landlord, but he is not obliging. The second reader says that her landlord has refused to refund her deposit and maintains that he is not obligated as she provided him with a week's notice instead of a month before moving out of the property. Although a lease agreement does not have to be in writing to be legal and valid, a written document does help to provide clarity on a number of issues, says Schalk van der Merwe from Rawson Properties in Somerset West, Cape Town. "These two questions highlight the numerous problems that can arise simply because no proper agreement was reached about the various aspects of a lease." While some of the basic components of a lease agreement revolve around identification of the parties and the property as well as the rental amount, Van der Merwe says there are many other aspects that should also be dealt with. "With regard to the first reader's problem, if there is no specific agreement on the topic, there is no general rule regarding the annual increase in rental." This is one of the provisions to be agreed upon, preferably in a written contract, says Van der Merwe. "An oral agreement about increases, or any other provision for that matter, could be difficult to prove in case of a dispute." Van der Merwe says the reader did the right thing by requesting a written lease. "The Rental Housing Act states that a rental agreement need not be in writing but that the landlord is obliged to reduce it to writing should he be requested to do so by the tenant." The Act also sets out the terms that are deemed to form part of the lease relating to aspects such as inspection . . .
A Cabernet Franc by South African winemaker Bruwer Raats has recently featured on the wine list of a top New York restaurant in honour of late president Nelson Mandela. Marcus Samuelsson’s iconic Red Rooster restaurant in Harlem has become renowned for its impressive wine list designed to complement his New American Cuisine, which has contributed to making Samuelsson one of the most celebrated chefs of his generation. Ethiopian-born Samuelsson has earned three stars in The New York Times and he also prepared the meal for the first State Dinner of the Obama administration. As America celebrated Black History Month, special tributes were hosted to commemorate the life and legacy of Madiba and several South African red wines graced the Red Rooster wine list, including the signature Raats Family Cabernet Franc. This inclusion caught the attention of the wine e-journal Daily Sip on wine community website bottlenotes titled “A Wine List Worthy of a Harlem Renaissance.” “It was definitely a huge honour to be included on the Red Rooster’s wine list as this restaurant has become renowned for cuisine that is a highly personal expression of the ethnic and cultural influences in the life of the owner. For my wine to be included as part of his tribute to our own Madiba is indeed very special and I consider it as part of my tribute to this great African hero,” mentions Raats. “The fact that it was included on the bottlenotes website’s daily blog is great as the Daily Sip has over 300 000 subscribers and 180 000 Facebook followers. This is incredible exposure for my wine amongst an enthusiastic community of wine lovers,” explains Raats. For more information, visit www.raats.co.za. ENDS Author: Ronelda Visser from Peridot Communications. No of Images Uploaded: Three More Info link: http://www.raats.co.za Twitter: Facebook: Images: For high res version/s of Three image/s please contact: Peridot Communications. Winemaker Bruwer Raats of Raats Family Wines. . . .
Another unhappy tenant has contacted our Property Poser expert regarding her rented abode, which appears to be in rather a sorry damp state. The reader writes that the property was in a very good condition when she first moved in. However, there is an enclosed veranda that becomes very damp when it rains, as there is no proper drainage for the rainwater. It appears that the dampness has now spread and also affects the walls of the spare bedroom. Following discussions with the tenant, the landlord broke down the built-in cupboard in that room, presumably to access the affected areas. Since then, he has neither fixed the damp problem nor replaced the cupboard in the spare bedroom, despite the reader asking very nicely that he do so. She requested that he start by fixing the dampness from the outside and he duly employed someone to sand down the exterior walls. According to the reader, that is where the process began and ended; nothing else was done in an effort to complete the repairs. She is thus stuck with an ongoing damp problem and without any cupboards in the spare bedroom, even though there were cupboards when she moved into the property. The dampness is also causing an issue with mould and the reader's personal possessions stored in the damp cupboards are being damaged. Notwithstanding the potential damage to goods, this may result in an unhealthy environment for the occupants of the dwelling. We are not told whether there was any sign of dampness before the tenant moved in or whether a proper inspection was held to determine the state of the leased premises, says Sean Radue of Radue Attorneys in Port Elizabeth. "However, it appears now that the water and dampness is causing such a problem that at least a portion of the property can't be used by the tenant and that she has one less cupboard than when she moved in." One of the landlord's duties is to provide a property that is fit for the purpose for which it is rented out, . . .
HP Shop Online recently underwent a complete site facelift. With a 47% YOY increase in sales and 37% more visitors to the website within 2 months, as well as a doubling of conversation rates, the website upgrade has been a tremendous success. This begs the question, why did HP Shop achieve such incredible results? As usual, it’s not just one thing but rather a range of features that has made their site more customer friendly. The new site boasts an easier and faster checkout, with a one page checkout process as well as a guest checkout option so that customers are no longer forced to register in order to make a purchase. The categories have been restructured to improve navigation, and there is an ink and toner matching function which will help customers find the correct ink for their printer without having to search around. HP Shop have also started a blog with which to connect to customers in a more informal environment about innovations in the IT industry and about the latest technology trends, not just in South Africa but around the world. Constant change is the only constant in e-commerce. In a fast moving industry it is vital to be able to keep up with the changes in both technology and design. If a website stagnates the impact will not be immediate; rather it will show slow growth when the market is accelerating or slowly decline over time. One of the biggest challenges for an e-commerce store is finding the resources to upgrade the site while keeping it running at the same time. This is true of many modern e-commerce sites; once they are built the innovation stops. “We worked closely with our e-commerce provider, Digital Planet, in order to get the most out of revamping the site” says Stacey Le Grange, marketing manager of HP Shop Online. Everyone thinks e-commerce is simple”, says Cassie van Wyk, head of e-commerce at Digital Planet. “There are so many facets that need to be co-ordinated and so many diverse skills, that it’s difficult for many . . .
Contact centres are not steered to effectively integrate channels such as: voice, email, sms, fax, social media, video, internet, instant messaging, web chat, remote assist, self-service and kiosks in order to reach optimum performance levels in the industry. The Multi-Channel Contact Centre Optimisation Conference 2014 will be held on 14 -15 May 2014 in Sunninghill, Johannesburg. Join expert speakers such as: -Tilly Davies,– Call Centre HUB -Ugestra Alwar,– Vodacom -Marilyn Howard,– BMH Technology Solutions -Jed Hewson,– 1Stream -Kay Vittee,– Quest -Taryn Fivaz,– Call Force -Graham McLeod,– Nashua Communications -Larry O’Sullivan,– RMB Private Bank Network with peers and professionals who are within the industry, as they unpack the necessity of optimising the multi-channel environment. Discover how optimising the multi-channel environment of a contact centre and how this will affect customer relations improving and assist operational costs to be reduced. Emerging technologies and channels have become essential for contact centres to keep abreast of crucial advancements in order to achieve operational excellence. Attending this conference offers you the opportunity to gain an in-depth understanding of how you can take your contact centre to greater heights. Call now and reserve your seat in the early bird booking or rather book 3 or more delegates and receive a discounted group booking rate. The agenda focuses on how to optimise a multi-channel contact centre, how to improve customer experience through enhanced channel integration, and will take a look as to what could be expected in future. Email project manager, Roche Artz for conference details and registrations-email email@example.com or call 011 803 1553 to speak to Linda Kruger for exhibition and sponsorship opportunities. For media and marketing deals, call Sian Wirth to arrange a suitable marketing plan for your organisation. Author: Sian Wirth from Trade Conferences . . .
A tenant has asked the Property Poser panel to wade through a difficult situation involving his rental property, which has been flooded twice. The reader explains that the second flooding was so bad that he had to call the fire brigade to pump out the water. He now wishes to know whether he has a claim against his landlord for damages to his furniture. Schalk van der Merwe from Rawson Properties in Somerset West, Cape Town, says the lessor has the duty to give the lessee the beneficial use and enjoyment of the property. "The regulations to the Rental Housing Act provide that the dwelling should be fit for human habitation at the time of the commencement of the lease." While the premises may, indeed, have been in order, the next regulation states that the dwelling should also be maintained in such a state during the course of the lease, says Van der Merwe. "It's doubtful whether this is the case if the premises were flooded so easily, especially for a second time." Van der Merwe says the reader does not mention what happened after the first time the property was flooded; whether he alerted his landlord and whether any action was taken. "What he could have done in that instance was to request that the landlord takes the necessary steps to repair the problem that resulted in the flooding." The regulations would have assisted the reader as he could have insisted that repairs be carried out within 14 days or another agreed upon period, says Van der Merwe. "The landlord's failure to effect the necessary repairs could be considered an unfair practice under the Rental Housing Act." Furthermore, depending on how severe the first flooding was and the provisions of any written lease agreement, he may have been entitled to place the landlord on terms, should he have failed to fix the leaking, says Van der Merwe. "He could then have cancelled the lease agreement and potentially claimed damages from the landlord." The reader could also have . . .