This guide outlines the key steps for a smooth and successful customer integration, from kickoff and data sharing to system alignment, SOPs, billing, training, and performance monitoring.
1. Detailed Kickoff Meeting
All key stakeholders are involved: operations, IT, integration, transportation, finance, and account management from both sides.
Align on go-live date, responsibilities, and success metrics.
Clarify communication channels (who to contact for operational vs. technical vs. billing issues).
2. Share Complete and Accurate Data Early
The customer needs to provide comprehensive details about their products, packaging, and forecast before moving forward with integration. This helps ensure there are no hurdles when we begin integrating stock to our facilities.
Customer provides:
Full item catalog: SKUs, descriptions, dimensions, weights, HS codes, shelf-life or lot info.
Share packaging requirements, special handling needs, and labeling standards.
Forecast of order volume and seasonal spikes to help plan labor and space.
3. Define Standard Operating Procedures (SOPs)
Documentation of DCL's SOPs will be reviewed and signed off by all parties.
Receiving, put-away, picking, packing, shipping, returns, and exceptions.
VAS (Value-Added Services) like kitting, relabeling, or bundling.
Quality control procedures and defect thresholds.
Clearly note service-level expectations (cut-off times, ship speeds).
4. Align on Technology and Integration
Confirm system integration method (EDI, API, portal).
Test order flow end-to-end (from order creation to tracking confirmation).
Verify inventory sync frequency and error handling protocols.
5. Clarify Billing and Reporting
Give customer full overview of rate cards, accessorial fees, storage charges, and billing cycles.
Set up reporting cadence (daily inventory, weekly KPI dashboards, monthly performance reviews).
Agree on dispute resolution timelines for billing errors.
6. Plan a Soft Launch and Pilot Orders
Run a limited SKU or order set before full go-live.
Monitor accuracy, speed, and communication response times.
Use pilot learnings to adjust SOPs before scaling.
7. Establish Escalation Paths
Identify tiered contacts for urgent vs. non-urgent issues.
Agree on response SLAs
8. Train Both Teams
Make sure your internal team knows how to submit orders, request VAS, and read reports.
Ensure the 3PL’s floor team understands product handling requirements (fragile items, temperature control, compliance needs).
9. Continuity Planning
Establish KPIs to monitor performance, catch anomalies early and often
Order accuracy rate
On-time shipping rate
Inventory accuracy
Receiving turnaround time
Schedule weekly check-ins during the first 4–6 weeks to keep communication open and consistent.
Document everything through a shared tracker, including all meetings to avoid misunderstandings and serve as a record for future projects.
Encourage proactive updates from both sides.