Multi-channel businesses

As many of you know, we run Fortress Geek as well as Starlit Citadel. We’ve also started dealing with Kicsktarter fulfilment to some degree, occasionally helping publishers get their Kickstarters out to their backers in Canada and the US. Running a business that has more than one channel of fulfilment / multiple avenues is actually significantly more complex than just running a single business. Sure, most of the backend is the same (putting boxes into boxes as Keith used to say); but its in the details that make things difficult.

One of the biggest toothing headaches this summer has been dealing with the increasing volume of business we are seeing in the other channels other than Starlit. It’s a good problem to have, but we’ve been forced to revise our processes again as we take into account the various ways that orders now arrive on our backend and need to be shipped out.

Going from just shipping with Canada Post to offering UPS means we now have 2 different software systems to work with, 3 different websites to access and multiple new customer touch points. Part of my job has been making sure that, for our staff, it all looks the same as much as possible. It shouldn’t matter where the order comes from, how we deal with it should theoretically be the same.

Theoretically, and we’re working towards clearing that up; but it’ll be a while still.