In the dynamic world of e-commerce, where every day brings new challenges, the ECAT eCommerce customer service office takes the lead in innovative management of these challenges. At ECAT eCommerce, both Grzegorz – the company’s president, and Michał – the head of marketing, understand that the key to success is not only effective problem solving but also process optimization and arranging them in a sensible way. In the previous article, we learned that customer service is the driving force of ECAT eCommerce, as this is the company’s specific nature #1.
In this article, we will learn how ECAT eCommerce copes with daily challenges through continuous optimization, innovative approaches, and strategic planning for the future.
Process optimization in the daily challenges of our customer service office.
Managing challenges through process optimization and arranging them in the company.
We can say a lot about the efficiency of our current system, as we face it every day. It requires continuous observation, analysis, drawing conclusions, and consequently, continuous process optimization. However, things are not always as we would like them to be. Grzegorz informs us that “Sometimes problems that we have solved a few days, weeks, or months earlier come back, and it goes around in circles. However, after arranging the right processes and operating the company at a much higher level, with cost optimization and realization of business assumptions, we are doing great, which I am proud of the entire team.
However, programmatically we must wait for the implementation of the new system, despite ongoing work on manager 2.0, to keep it stable. Without new technology, we will not move forward.” The implementation of Manager 3.0 will make our work easier and more efficient for you, and in the current time, we use what we have learning to work on less efficient software, but still effective as you have already experienced. For us, it is a challenge and learning to optimize processes even in less favorable conditions.
Challenges and problems teach us a new approach to customer service.
Michał, as the head of marketing, is fully aware that problems will arise, this year and in the coming years, and it requires continuous process optimization. “These problems teach us a lot, give us the most valuable thing, which is experience, and based on this experience, we introduce new solutions. This was the case with manager 2.0 and now with manager 3.0, which will introduce many innovations in our full dropshipping system and streamline many processes, […] including customer service.”
All these optimized processes require special attention from the entire team, as every observation, every comment, every idea can make process optimization more effective and make work easier for everyone, and most importantly, speed up order fulfillment, because that’s what everyone is about, to have the ordered package quickly reach the end customer without trouble, and the operator receives their payment for the work done leading to the sale of this product.
Process optimization and management of problems and challenges in cooperation with wholesalers.
At ECAT eCommerce, we realize that success is associated with challenges, and process optimization is an important element, as it affects the proper functioning of the ECAT eCommerce company. Grzegorz often says, “We encounter various challenges in the process of fulfilling orders and transactions, which require our constant attention.” We operate in a dynamic e-commerce environment, which means constantly adapting to new situations, without process optimization in the company, we would not have come far.
Our order department, supported by technologies such as Manager 2.0, and soon to be supported by Manager 3.0, effectively copes with these challenges, looking for solutions even in the most difficult situations. “It often happens that a certain product is not available in the warehouse, but our order department does everything to find this product and deliver it to the customer as quickly as possible,” emphasizes Grzegorz. Our ability to efficiently manage problems and use experiences to introduce improvements is key to our success.
Michał mentions – “Yes, here it is very important. The order department really goes to great lengths when something is wrong. Grzesiek and I sometimes not so much laugh, but admire, because often it is the case that a product is simply no longer available in the wholesale, and in such a traditional situation, the seller in traditional Drop remains with it alone. That is, he searches, thinks about where he got this product, or talks to the customer, calls, apologizes, customers are very dissatisfied.
However, in ECAT eCommerce, the order department really does everything to find that product, so that the product reaches the customer as quickly as possible. It is searching through all the wholesalers, not only those in our system but also external ones, in stores, sometimes stationary ones. We look a little further in the area, just so the customer receives their order on time. And this is the so-called back office, which is not visible at first glance, but is very, very time-consuming, but these actions bring benefits.” And here are the results of our daily activities.


Analysis and implementation of corrections and process improvement.
At ECAT eCommerce, we look to the future with optimism and determination. Grzegorz emphasizes that “now we have the opportunity to observe and analyze current events, to cope even better with problems next year.” Our strategy for the future focuses on continuous development, not only technological, but also in terms of our team’s skills. We understand that every change, especially technological, requires time for development and implementation, and ongoing process optimization.
Before we implement, we test to make sure what we are doing makes sense.
At ECAT eCommerce, we seek a balance between quick innovation implementation and the necessity to ensure that they are properly tested and ready for use. Our future planning focuses on further improving customer service and introducing innovative solutions that will help us meet the growing demands of the e-commerce market. Article
Summary: Process optimization is the key to effective customer service.
ECAT eCommerce shows that effective management of a customer service office requires more than just reactive problem solving. Continuous analysis, innovation, and process improvement and optimization are crucial. Grzegorz and Michał, with their experience and commitment, lead the company through the complex landscape of e-commerce, using challenges as opportunities for learning and development.
With tools such as Manager 2.0 and soon Manager 3.0, ECAT not only streamlines customer service but also anticipates market needs, always with an eye on the future. This article sheds light on how ECAT eCommerce, with the help of its team, creates lasting solutions that impact the entire e-commerce industry, making the company a model of innovation and customer service excellence.
I invite you to the next article on the topic of Relationship Management and Raising Customer Service Standards in ECAT #3