eCommerce Overview

Customers demand 24/7 access to products and services. This requires an online channel available to customers wherever they are and whenever they want. To meet this need, our online storefronts are available 24/7 so that customers can purchase course materials and a limitless array of products that represent the brand of the institutions we serve.

FHEG has an order fulfillment network that provides visibility to our full inventory. The network connects:

• All Follett managed stores

• Wholesalers

• Warehouses

• A variety of dropship vendors (DSVs)

Through this network, we are able to fulfill products our customers want even when the product is not physically available in the store. This ability to offer products and services beyond what is available in our physical stores is the beginning of our endless aisle.

FHEG Order Fulfillment Process

The endless aisle is made possible by the timely and accurate flow of information through our applications and each and every team member executing the order fulfillment process as designed.

The success of the online order fulfillment process begins with an accurate inventory. Many things affect the accuracy of the inventory. It is essential that the SKU sold or shipped matches the SKU received.

• SKU Received = SKU Sold or SKU shipped.

• All transactions recorded in all applications affecting inventory must be accurately completed to serve the best interests of our customers.

There are three major components of the order fulfillment process:

• Customer that the places the order

• Applications that maintain eFollett, and those that locate, route, and manage the order

• Team member who fulfills the order, ending with our customer receiving their merchandise

Within these three major components, there are tools, applications, and processes that support the ability to fulfill online orders.

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