How to Improve Your Delivery Rate

In past articles, we discussed delivery rate and the problems that occur if your delivery rate is low. There are many ways to improve your delivery rate (the percent of your shipments that are delivered on the first delivery attempt) which will in turn, improve your customer’s experience. Before the package ships… Screen Shot 2015-04-06 at 1.46.10 PM Be proactive.
If you have a club, email your members prior to shipping (at least two weeks in advance of the ship date) so they can update their address and contact information, or make any adjustments to their order. For daily shipments, email your customers at the time the order is placed with an estimated delivery date or date range. Both options provide an opportunity for your customers to review and edit their information before the order ships. Encourage your customers to ship to a business address.
Only 38 percent of packages are shipped to business addresses annually, with a 97 percent delivery rate. This is a significant contrast to the 62 percent of packages that are shipped to residential addresses where only 78 percent are successfully delivered on the first attempt. Provide more options before shipping.
If you ship to areas that are subject to extreme hot or cold temperatures, your package could be at risk for exposure to temperatures that can damage the integrity of your wine. Providing options like expedited shipping, or even asking your customer if their package could be shipped at a later date when temperatures are safe are solutions to minimize package damage. As discussed in a previous post, carrier hold locations are powerful because they give your customers options to ship directly to or reroute to a carrier hold location near the original destination. Once the package ships… Notify your customers that their package is on its way.
Keeping your customer informed is key to successful delivery. It allows customers to prepare to receive their package, or make necessary alternate arrangements. This includes making sure someone who is 21 or over is available to sign for the package, or rerouting the package to a carrier hold location. Monitor packages for issues.
Once you detect an issue with a package, contact the customer as soon as possible so they are aware of the situation and the solutions. Sending an email or giving your customer a quick call goes a long way to create a great experience. Similarly, if the customer has a package held at a carrier location, contact them to remind them that they have five business days to pick up their package. That could save the package from being returned, which ultimately saves time, money, and the customer’s experience. Incorporating these practices into your process will offer not only a higher delivery rate, but a better experience for your customers, and who doesn’t want that? What are things that you do to improve your delivery rate? Tell us in the comments!
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Entrepreneurs Foundation of Colorado Announces Grant

bcfContribution from ShipCompliant means big impact for local nonprofit The Entrepreneurs Foundation of Colorado (EFCO) today announced it will distribute a generous grant to The Community Foundation Serving Boulder County. The grant is made possible because Boulder startup ShipCompliant elected to share a portion of its sale proceeds with the community. ShipCompliant recently merged with Sovos Compliance. ShipCompliant’s team chose to support The Community Foundation, in partnership with Cooley LLP, because of its work on behalf of Boulder County nonprofits that contribute to strengthening their community. “It’s gratifying to share a portion of our success with the community that helped us build a durable and impactful business,” said Jason Eckenroth, Founder and CEO of ShipCompliant. “This is where our employees live and work. We know that offering a high quality of life is key to our ability to attract and retain competitive employees. Our local nonprofits play a big role in driving that quality of life. We’re proud to make this contribution and the impact on our community amplifies our feeling of gratitude.” The Community Foundation’s President Josie Heath echoed that enthusiasm. “This is a significant gift for us,” Heath said. “Even though the local economy feels strong, there are many in our community struggling with the challenges presented by poverty. In particular, Boulder County’s poverty rate exceeds the state’s, with an increasing number of children living below the poverty line of $24,250 for a family of four. This money will go into our Community Trust fund, which supports nonprofits across Boulder County doing work to improve the quality of life.” ShipCompliant’s contribution to local nonprofits is the first via EFCO for 2015, which closed out a record year in 2014 for the number of members contributing to local nonprofits through successful exits. EFCO’s total impact on community organizations exceeds $3M since its first exit in 2008. About Entrepreneurs’ Foundation of Colorado (EFCO) Established in 2007, EFCO is a network of Colorado entrepreneurs whose companies have joined together to give back and share their success, which they do by gifting a portion of their founding equity or a portion of their yearly profits to the community. Founding members include Rally Software, Foundry Group, TechStars, Symplified, Tendril, and others. Realizing cash is limited with start-up companies, EFCO works to encourage entrepreneurs throughout the region to earmark equity for their community early in a company’s inception. Upon a private sale or initial public offering, these shares become liquid and transfer into the community. EFCO currently has 80 members and has distributed more than $3M to area organizations, in addition to hundreds of volunteer hours from its members and their employees. To learn more about EFCO, visit www.efcolorado.org or follow us on Twitter: @EFColorado. EFCO is a program of The Community Foundation Serving Boulder County. About ShipCompliant ShipCompliant is the industry leader in creating SaaS compliance and transaction platforms for the beverage alcohol industry. The company makes products people use and love, reducing ...

ShipCompliant Merges with Sovos Compliance

A Message from ShipCompliant President, Jason Eckenroth I’m excited to announce that ShipCompliant has combined forces with Sovos Compliance, a leader in tax compliance and reporting software. It’s a done deal; you won’t talk me out of it. Who is Sovos Compliance? Sovos Compliance is the recently named combination of compliance industry powerhouses Taxware, Convey Compliance, and VAT Resource. Why now? In the past decade, I’ve had the benefit of working with incredibly passionate entrepreneurs, professionals and visionaries… and made lasting friendships in the process.   We’ve had the opportunity to touch the lives of thousands of customers, help an industry change, and show that you can build a great and durable business grounded in strong values. But there is so much more that we can do. With the right partner, we can take our capabilities to an entirely new level for the benefit of our customers, employees and partners. After careful consideration, we decided Sovos was that partner. Here are the three main reasons I made that call:
  1. Sovos and ShipCompliant share a similar vision for improving the lives of business owners by freeing them to pursue commerce unencumbered. With Sovos’ extensive resources and widely-recognized source of tax and compliance data, we will be able to execute against that vision with much greater speed and breadth of effect. Basically, we’re still going in the same direction; we just want to get there faster!
  2. Sovos supports our core values [link] and unique customer-focused culture at ShipCompliant. Our company will continue to run as an independent division in Boulder, Colorado, driven by the same team[link to the recipe book] you already know.
  3. This combination creates incredible career opportunities for our team. Both companies are committed to personal and professional development. Together, we will fulfill our goal to attract the most talented people in the country who seek to build a meaningful career and a great place to work [link to outside magazine ranking].
On a personal level, it was important to me that Sovos shared my commitment to a values-based organization. The values we attribute our success to date are: Feel It – We have authentic empathy for our customers, partners, and each other. Own It – We take responsibility for outcomes, good and bad. We don’t pass the buck, and we see things through. Shape It – We have a passion for possibilities, which drives us to revolutionize an industry and author our future. Scale It – Born from our bootstrapped roots, we leverage opportunities for exponential impact in all that we do. 1+1=3 at ShipCompliant. How we got here: Six88 Solutions was founded in 2000 to create web-based business solutions founded on the principles of customer success and responsibility to commitments. These became the foundation for the company’s core values, which have shaped the solutions we’ve created and the team we’ve assembled. In 2006, we launched ShipCompliant to help wineries take advantage of the burgeoning direct-to-consumer sales channel. I remember advice that Tom Siebel (Siebel Systems) gave me at ...

Over 500 Wineries Permitted to Ship into Massachusetts

Earlier this year, we published a post that celebrated the new opportunities that direct shipping into Massachusetts would provide to wineries shipping direct-to-consumer. We also walked through the recommended steps wineries should take to begin shipping into Massachusetts as of February 1, 2015. As March comes to a close we wanted to provide a quick update on the status of direct shipping into Massachusetts.

It’s been almost three months since the new direct shipping law came into effect in Massachusetts and there are 531 wineries permitted to ship into the Bay State. For comparison, 629 wineries registered for direct shipping permits in Maryland in all of 2011, the first year permits were issued.

This active early adoption rate is consistent with the high expectations expressed in the 2015 Direct Shipping Report for Massachusetts as a new direct-shipping state. As of today, FedEx has been shipping into Massachusetts since February 1st, however, UPS is not shipping wine into or out of the state.

We’re so excited for the quick growth of this new market. Below are the names of the wineries that are permitted to ship into Massachusetts. If you live in Massachusetts and love great wine, order wine from these fantastic producers. If your winery is listed below, send us the link to your online store and we’ll link to your winery in our list below.

Wineries Permitted to Ship to Massachusetts

A RAFANELLI WINERY AND VINEYARDS, LP
A W DIRECT
AARON & CLAIRE POTT
AARONAP CELLARS, LLC
ABACELA VINEYARDS AND WINERY
ABEJA, LLC
ABREU VINEYARDS, INC
AC VIN CO, LLC
ACAMPO
ACORN ALEGRIA WINERY
ADAMVS, LLC
ADELSHEIM VINEYARD LLC
ADIRONDACK WINERY, LLC
ALFALFA FARM, INC
ALPHA & OMEGA WINERY, LLC
ALTAMURA WINERY, INC
AMERICAN CANYON
AMHERST
AMPELOS CELLARS, INC
AMUSE BOUCHE, LLC
ANCIENT PEAK, INC
ANDERSON’S CONN VALLEY WINERY, INC
ANDREW MURRAY, LLC
ANOMALY VINEYARDS, LLC
ANTHONY ROAD WINE CO. INC
AQDAMVS, LLC
ARCHANGELE INVESTMENTS, LLC
ARCUDI WINES
ARETE WINES LLC
ARIETTA, INC
ARISTA WINES, LLC
ARKENSTONE VINEYARDS, LLC
ARMIDA WINERY, INC
ARMSTRONG VINEYARDS, INC
ARNOT-ROBERTS, LLC
ARRINGTON VINEYARDS, LLC
ARTIFACT, LLC
ARTISTA WINES, LLC
ARTISTE MANAGEMENT CO., LLC
ATWATER ESTATE VINEYARDS
AU BON CLIMAT, LLC
AUBERT WINEGROWING INC
AUGUST WEST WINES, LLC
AUSA PACIFIC, LLC
AVV WINERY CO., LLC
AWG, LTD
AXIOS, INC
B, E & J
B.R. COHN WINERY, LLC
BANSHEE WINES, LLC
BARNETT VINEYARDS, LP
BARREL 27 WINE COMPANY, INC
BATAM CIDER COMPANY
BELLS UP WINERY LLC
BENNETT LANE WINERY, LLC
BENOVIA WINERY, LLC
BENZIGER FAMILY WINERY, LLC
BERGSTROM WINES, LLC
BERNARDUS, LLC
BETHEL HEIGHTS VINEYARD, INC
BETZ CELLARS, LLC
BLACKBIRD VINEYARDS, LLC
BLANKIET ESTATE, LLC
BONNY DOON WINERY, INC
BRANCHPORT
BRASSFIELD ESTATE WINERY, LLC
BRESSLER VINEYARDS, LLC
BRICK HOUSE IWNE CO
BROOKLYN OENOLOGY LLC
BRYANT FAMILY VINEYARD
BRYTER ESTATES, LLC
BURGESS CELLARS, INC
BURRELL SCHOOL VINEYARDS INC.
BWSC LLC
C AND C WINE SERVICES, INC
C. MONDAVI & SONS
CA’MOMI WINERY, LLC
CADUCEUS CELLARS, LLC
CAIN CELLARS, INC
CAIRDEAN VINEYARD, LLC
CAKEBREAD CELLARS
CAMARDA, CORP
CAPE COD WINERY, INC
CARLISLE WINERY & ...

Direct Shipping 101: What is an On-site Shipment?

Not all direct-to-consumer wine shipments are created equal. Across the country, state regulatory agencies treat on-site and off-site orders differently. So what is the difference between an onsite order and off-site order? Any order placed without the consumer being physically present is considered an off-site order. On-site orders meet the following criteria:
  • The order was made while the consumer was physically present at the winery
  • The consumer chose to have their wine shipped home to themselves instead of carrying it out with them from the tasting room
  • The order is not a gift
The following states allow on-site orders without a license but require a license to make off-site shipments: When making on-site shipments to any state, we recommend that wineries capture proof that the customer was physically present in the winery when the order was placed in the event of an audit. An example of an on-site sale record is a signed receipt. There are a few states that differ from the traditional on-site order concept, for example: Arizona: Allows wineries to make subsequent shipments for the remainder of the calendar year to a customer who has purchased wine in the tasting room. Indiana: Only allows shipments to a customer who has physically visited the winery. Arkansas: Issues permits for direct shipping but only allows wineries to ship on-site shipments — off-site shipments are not permitted under any circumstance.
federal on-site states

This is a map of federal on-site states.

Another common misconception is to assume that club shipments are on-site orders because the consumer signed up for the club in the tasting room. Club shipments should not be considered on-site shipments unless the club member comes into the tasting room and pays for each order on-site before each shipment. For more state details visit wineinstitute.shipcompliant.com
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How Hold Locations Improve Your Customers’ Experience

In a recent post, we discussed the delivery problem. Frequently, consumers who order wine aren’t able to accept their package. Either they aren’t available during the day or they don’t have someone 21 or older available to sign for their package. This challenge frequently results in failed delivery attempts and a lot of back and forth on last-mile delivery trucks. These delivery problems pose unique challenges for the wine industry because of the products’ sensitivity. The longer your wine is on the truck, the more risks it encounters and ruined wine costs money. If your product is compromised during shipment, you’ll have to replace and reship. Also, this causes a less-than-desirable experience for your customers. Wineries with high delivery rates (the percent of your shipments that are delivered on the first delivery attempt) take precautions to prevent failed delivery attempts and returns. One of the most powerful precautions is leveraging existing, no-cost hold location options. Carriers provide this option which allows customers to pick up their wine packages at their local FedEx or UPS facility when it is convenient for them. FedEx hold at locationFedEx Hold Locations FedEx allows packages to be sent directly to or rerouted while en route to a FedEx location near the original destination. FedEx Hold locations provide a level of convenience that has the power to improve the customer experience due to the ability for you or your customer to request the reroute. With more than 1,700 FedEx Hold locations nationwide, many of them are open 24 hours daily. It’s a no-brainer, especially since there is no charge for this service. Also, if a telephone number is included, FedEx will contact the recipient after the package arrives at the FedEx Hold location. Packages can be held for up to five business days and can be released only with proof of identification, so it is also a secure option for your customers. To learn more, visit FedEx’s site. UPS My ChoiceUPS My Choice UPS My Choice allows customers to hold packages that are going to their home address for will call (request packages to be held for pickup at a UPS facility). This service is free to your customers but requires them to become a UPS My Choice member to take advantage of this service. To learn more, visit UPS’s site. Again, this service provides an alternative to shipping directly to your customer and risking a failed delivery. Regardless of carrier, it’s important to provide your customers with options outside of delivering directly to their home or work, where they might not be able to accept their wine packages. Hold locations offer a better solution to failed delivery attempts and returns. Using these services ultimately improves the customer experience and saves you time and money. Want to find out more about delivery rate? Read our recent post >>
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Registration is Open for DIRECT 2015

DIRECT-Email-Banner2 It’s that time of year again — registration is open for ShipCompliant’s DIRECT conference. ShipCompliant’s 10th annual conference is a two-day event featuring an impressive lineup of highly-respected keynote speakers. Registrants will hear from a variety of leading experts on the latest direct shipping legislative changes and other evolving topics in the wine industry. The event also offers the opportunity for ShipCompliant customers to connect with the ShipCompliant staff in one-on-one sessions and participate in group workshops. Here are just a few of the incredible speakers you’ll see if you attend the event:
  • Chip Conley, Head of Global Hospitality, Airbnb; Founder, Joie de Vivre Hotels & Fest300 (Hospitality)
  • David Rendall, Author, The Freak Factor: Discovering Uniqueness by Flaunting Weakness
  • Steve Gross, VP State Relations, Wine Institute
  • Bobby Stuckey, Master Sommelier, Frasca Food & Wine, Boulder, CO
Want in on the fun? Here are the details: When: May 28 & 29, 2015 WhereNapa Valley Marriott, 3425 Solano Ave., Napa, California 94558 HowRegister for one day or both days – here.
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