Testing operational readiness for the chosen strategy
Delivering commercial goals by scaling dropshipping volumes
Testing operational readiness for the chosen strategy
Delivering commercial goals by scaling dropshipping volumes
At the end of 2019, a furniture wholesaler asked Beste Mensen to help increase dropshipping (B2B2C) to 25% of total revenue. All operational processes and systems needed to be ready. A Wingman reviewed the entire process to establish the volume of dropshipping orders it could handle and identify the obstacles to further growth. Mike Philips at Beste Mensen describes the collaboration. In 2018, a Wingman from Beste Mensen had already worked successfully with the furniture wholesaler as a strategic adviser to senior management, alongside another Wingman. That strategy was implemented and reviewed at the end of 2019. The managing director then brought in another Wingman, with dropshipping as a key priority.
Dropshipping
Dropshipping is a supply-chain model in which a retailer receives an order from a consumer and passes it to a manufacturer or wholesaler. That supplier ships directly to the consumer, while the retailer invoices the customer.
Mapping the operational process
The furniture wholesaler had previously supplied consumers through distributors who purchased and delivered the products themselves. It saw an opportunity to increase volume by offering dropshipping to existing and new customers. A reliable process flow was essential. Mike explains: “We mapped the goods, financial, returns and data flows. Through interviews, we established what each department did and when, including handovers between departments. Lean methods helped us structure our findings and understand the relationships across the process.”
How was the project approached?
The Wingman was selected for broad experience spanning commerce, sales operations, finance and logistics. This enabled quick coordination across Sales, Sales Support, Supply Chain, Finance and IT. Over four weeks, the wholesaler and its logistics partner were assessed for their ability to scale dropshipping. Several obstacles emerged: B2B customers were not assessed for dropshipping readiness, Sales Support and Supply Chain relied on too many manual activities, and the returns process needed a complete review to become efficient enough for dropshipping.
Mystery Shopper Experience
“Alongside desk research and interviews, we went through the journey as a consumer, for both dropshipping and B2C. We did this on our own initiative to experience the complete process and expose bottlenecks.” Invoicing, delivery times, ordering and returns all offered opportunities to improve the customer experience.
Goal: increase dropshipping volume
An engaged Wingman
The four-week project assessed feasibility and identified dropshipping improvements. The Wingman's involvement did not end there. The improvements were implemented to prepare the wholesaler for future growth, towards its target of dropshipping representing 25% of annual revenue. Afterwards, the Wingman remained available as a sounding board for the managing director and supply director.
Every organisation has projects that stall or never get started. A Wingman helps move them forward through focus, a fresh perspective and senior experience. An equal co-pilot who accelerates change without taking centre stage, helping you succeed. The aim is tangible, lasting improvement, built on trust and an understanding of social dynamics. A Wingman actively connects with the team to strengthen relationships and move forward together. Beste Mensen · Zuiddijk 412, 1505 HE Zaandam · info@beste-mensen.nl · +31 20 662 6674
At the end of 2019, a furniture wholesaler asked Beste Mensen to help increase dropshipping (B2B2C) to 25% of total revenue. All operational processes and systems needed to be ready. A Wingman reviewed the entire process to establish the volume of dropshipping orders it could handle and identify the obstacles to further growth. Mike Philips at Beste Mensen describes the collaboration. In 2018, a Wingman from Beste Mensen had already worked successfully with the furniture wholesaler as a strategic adviser to senior management, alongside another Wingman. That strategy was implemented and reviewed at the end of 2019. The managing director then brought in another Wingman, with dropshipping as a key priority.