Fulfillment Inventory Management Returns Telemarketing Internet Services Order Processing Credit Card Authorization

Northland is entirely Internet based.  All information pertaining to your business will be available to you from our secure password protected client web site.  You will be able to see the status of your orders, inventory, returns etc. on line all the time.  Your orders are to be sent to us over the Internet and we will send back shipment confirmations, and receipt confirmations.  In fact after the initial set up period there should be little need for any management of the process from your perspective. 

Fulfillment:

· We have warehouses in Canada, USA and UK that enable us to ship to 100% of residential homes in North America and Europe.
· You can use your carrier of choice or take advantage of Northland's volume discount contracts with Canada Post, UPS or USPS to save you money.
· We can provide pick 'n pack or single shipment.
· Use your shipping label or Northland's shipping label.
· Insertion of collateral material as a revenue generator.
· We provide on-line reports to keep you informed and provide data for vital analysis.
· Electronic transfer of data between both parties making it less time consuming and reducing error.

EDI:

Electronic Data Interchange is a form of communication between customers and suppliers using electronic technology. It is almost impossible to do business with the large North American Retailers without having this electronic connection to accept purchase orders or transmit shipping confirmation and invoices. With Northland, we are able to use the traditional methods of EDI communication or the Internet, without the need for you to purchase any software or hardware. With a simple setup procedure, you will be communicating with your customer immediately.

Inventory management:

· Northland can electronically maintain your inventory for you and reduce the inventory in real time based on orders taken and orders pending fulfillment.
· Inventory will be reduced only if credit card orders are approved and for honored cheque orders.
· Orders that contain multiple skus (Stock Keeping Unit) will be linked to one another so as to ensure no backorder situation exists when inventory is available and to also ensure that orders are not processed for items not available as a result of an out of stock status.

Returns Processing:

· Returns are processed daily which ensures timely issuing of credit to your customers.
· Inventory is classified as the return is processed and good inventory is placed back into inventory to fulfill the next order or back orders.
· We track reasons for return to help understand why you have returns.
· We can provide return addresses in both Canada and the US to give the customer added confidence and thus increase your sales.

Packaging:

Northland has a full compliment of production equipment that allows us to do volume packaging as well as small quantity special projects. We have competitive rates for:

• Customize assembly of Finished Goods (Kit assembly)
• Product Rework – changing your product’s configuration
• Quality Control inspection
• Poly-bagging and Jiffy-bagging
• Shrink-wrapping
• Product Refurbishing
• Labeling: including bar-coding

Telemarketing

Inbound Telemarketing

· Need a toll free telephone number for your web site? We can obtain 1-800 number(s) for your exclusive use with no minimum volume requirements, or you may move your existing number to our call centre. We have negotiated a special rate for our clients. The Telephone Company bills all long distance charges directly to you without any minimum monthly commitment.
· Your 800 number service can take orders from customers who feel the web is not a secure place to give their credit card number.
· In conjunction with our Customer Service, our 800 service will give your customer a voice to talk too, 24 hours a day, 7 days a week in English or French.

Outbound Telemarketing:

· Our trained operators can sell your products for you or gather information through a telephone survey.

Internet Services

Questions:

· You have built your Web site and are getting the hits, turning them into orders, now how do I process the credit card?
· How do I do shipping?
· How do I get a 1-800 number and who can handle my customer service - including emails that need an electronic response?
· How do I handle customer returns?
· How do I control the inventory?
· How do I give the customer a sense that we have bricks and mortar and are a safe company to deal with?
· How do I ship Internationally?

Answers:

· We can do all this for you! With our full range of service you can leave the fulfillment to us and help you with your 'back end' needs. We can report on-line, electronically transfer data and be the voice to your customer. In the "Click and Mortar" world of the Internet we can be the mortar to your click.

Customer Care:

We can import data from any centre to maintain an aggregated database of all orders taken regardless of how they were received or who received them. Customer Service agents will search the database for the original order and review any notes or comments added since the original order was taken to provide a seamless, convenient, professional and friendly process to the caller.

We can track orders received by telephone, mail, Internet or fax. We can determine if orders were successfully paid for by cheque or by credit card and generate letters for out of stock notices, credit card declines and NSF cheques.

Our operators will make outbound calls as required to inform customers of special promotions or to promote customer loyalty. We will follow up on NSF cheques, declined credit cards, missing orders, and any other type of customer service issue that arises.

Order Processing:

Processing an order begins with careful attention to the smallest detail. We provide professional, efficient, consistent and reliable service. Our well-trained operators are on hand 24 hours a day, seven days a week to assist your customers and prospects.

In addition, we can set up PO boxes or provide street mailing addresses in Canada or the US. North American 1-800 services between the two countries and interface your Internet site.

Inbound Toll-Free Call processing:

Taking the call is only the beginning. Sophisticated software processes the names, addresses and telephone numbers of your customers and calculates the value of the order, including shipping and handling charges and any provincial or state taxes. Our unique call processing system automatically fills in the appropriate street; city, state and area code based on the Zip Code data or the Postal Code depending on the country. This helps to minimize the call duration 1-800 costs, and increases the accuracy of the data.


Credit Card Authorization:

We perform standard "mod 10" checks on all credit card numbers and can obtain on line authorization. We can provide an authorization and deposit to your credit card accounts per transaction. We will contact your financial institution or credit card clearing facility to arrange for this service. We can provide the link for multiple payments or continuity programs in addition to processing PAP accounts.