dm program guide

Version 07/14 *Note: some tabs have multiple pages.

Omni Channel Solutions for E-Commerce, Retail and Marketplace Drop-Ship.

PROGRAM GUIDE

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Dear Valued Partner,

At DM Fulfillment we pride ourselves on delivering value, reliability, innovation and trust as a fulfillment

partner. Our mission is to deliver an outstanding customer experience to both our partners and their

customers. We accomplish this through excellence in fulfillment, integration through technology, value-add

services promoting your brand and outstanding customer service.

Our investments in technology and highly efficient distribution centers allow us to reach 99% of the U.S. in

one or two days by low-cost ground shipping. Those same efficiencies keep start-up costs low and support

highly competitive pricing. In addition, our technology group can help integrate our systems electronically

automating the ordering process and you can feel at ease knowing that real-time reports are always available

via our reporting portal providing a comprehensive snapshot of your account.

One provider for all your needs. Direct to consumer drop-ship, e-commerce, marketplace, retail or all of the

above, we have you covered, now and into the future as your needs grow.

We understand your brand is important and significant resources have been developed to reinforce your

brand in a positive way with every drop-ship order. In addition to branded packing slips and labeling options,

our unique print-on-demand collateral program allows you to include promotional messages, product

awareness information and even customized messages input from your customers at the point of sale,

(e.g. Happy birthday grandson!).

We look forward to the opportunity to discuss how we can simplify and improve your fulfillment program. In

the meantime, best wishes for success.

Best Regards,

Bob KlunkManaging Director, DM Fulfillment

YOUR BRAND. YOUR CUSTOMER EXPERIENCE. A FULFILLMENT PARTNER YOU CAN TRUST.

INTRODUCTION

(636) 720-3280www.dmfulfillment.com |

Brand building &in-box marketing

Custom packaging

National distribution footprintwith 1-2 day delivery via

ground shipping

3-Day international delivery

Automated systems &unparalleled efficiency

People, process& experience

Order automation, same-dayshipping and 99.9% accuracy

On-demand, real-timereporting

Omni Channel Solutions for E-Commerce, Retail and Marketplace Drop-ship.

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INTRODUCTION

“We are dedicated to fulfil lment and distribution excellence. By leveraging technology, automation, and carrier relationships, clients enjoy late afternoon order cut-off times and same-day shipping on a high percentage of their orders. Additionally, our strategically located DC network ensures 1 to 2 day cost-effective ground delivery to 99% of the U.S. population.”

Rick Goe, Vice President-Supply Chain Management.

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GROUND SERVICE

DAY1

DAY2

DAY3

Memphis

BuffaloRochester

Syracuse

New York City

Boston

Cleveland

Albany

NewarkChicago

Nashville

San Antonio

Little Rock

Hot Springs

Houston

Beaumont

Longview

Wichita

Kansas City

Tulsa

Oklahoma City

Lubbock

Spokane

Richland

Olympia

SeattleBellingham

Tacoma

EugeneSalemPortland

Reno

PhoenixPrescott

SedonaFlagstaff

Los Angeles

Las Vegas

San Diego

Salt Lake CityIndianapolis

Abilene

Austin

Waco

Tucson

San FranciscoPittsburgh

Laredo

Milwaukee

OmahaLincoln

Sioux Falls

Minneapolis

Springfield

Springfield

Des Moines

Fargo

MadisonSt. Paul

Waterloo

Peoria

Duluth

Washington DC

AK*

HI*

PR**AK, HI, PR 2-Day AIR Transit

FL

NM

DEMD

TX

OK

KS

NE

SD

NDMT

WY

COUT

ID

AZ

NV

WA

CA

OR

KY

ME

NY

PA

MI

VTNH

MARICT

VAWV

OH

INIL

NC

TN

SC

ALMS

AR

LA

MO

IA

MN

WI

NJ

GADallas

FresnoSt. Louis

Carlisle

Distribution Centers

distributionCAPABILITIES

DISTRIBUTION CAPABILITIES

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Our experts take you through a comprehensive step-by-step process to ensure we

are set to ship the day you get your first order. We understand how to implement

with your specific retailer(s) and we interface with the most common retail data ex-

change platforms including SPS and Commerce Hub. We exchange data with them

via FTP, AS2 or by using the Van. The retailers have their preferences and we know

what to do.

We maintain retailer routing requirements and comprehensively update and train

our DC teams on carriers and labeling requirements. Our teams take great pride in

being part of your retail team.

We love to be graded!

Retail scorecards matter. We take

those grades very seriously and as

your trusted partner, we will ensure

you ace the test!

You need a trusted partner for retail. DM Fulfillment has you covered.

In retail or considering? Whether you’re approved as a drop-ship vendor, bulk ship to store, or site to store, DM Fulfillment has you covered.

While retail can provide significant upside, it can also be very daunting regard-ing distribution and shipping requirements. DM understands the needs from front-end integration to out-the-door compliance. Our experts will work with you and all parties to help connect the dots, quickly. After all, time is money!

How?

Results!

RETAIL

Timeframe February March April May June July August September October November December January YTDGrade 0 0 0 0 0 A A APts 96 99 99Sales $54 $745 $3,575Rank 782 704 162LY Sales $0 $0 $0 $0 $0 $0 $0 $0 $0 $0Sales % Chg

Ship on Time % TY LY % Chg TY LY % Chg TY LY % Chg43 0 - 52 0 - 52 0 -0 0 - 0 0 - 0 0 -

100.00% - - 100.00% - - 100.00% - -Fill Rate %

53 0 - 63 0 - 63 0 -0 0 - 0 0 - 0 0 -

100.00% - - 100.00% - - 100.00% - -Avg Fulfillment Time

26 - - 32 - - 32 - -15 - - 19 - - 19 - -

Combinability % Chg % Chg- -- -- -- -- -

Secret Shopper

Customer Ratings

ChargebacksTY LY % Chg TY LY % Chg TY LY % Chg

-$ -$ - -$ -$ - -$ -$ --$ -$ - -$ -$ - -$ -$ --$ -$ - -$ -$ - -$ -$ --$ -$ - -$ -$ - -$ -$ --$ -$ - -$ -$ - -$ -$ -

January Direct Ship Vendor Scorecard

VENDOR NAME

Vendor ID # 078792812

Live Since: 11/19/13

A0

Ship On Time 40 40 40 40

Fill Rate 40 40

Vendor Scorecard Metrics Out of January STD YTD January Vendor Scorecard Grade

40 40 YTD Vendor Scorecard Grade A

Fulfillment Time 20 19 19 19

Monthly Recap

ComplianceJanuary STD YTD

# of Confirmed Orders

Total Points 100 99 99 99

Secret Shopper - 0 0 0 LY Year End Grade

Total Fill Rate %

Ship EfficiencySTD (Thru Previous Month) YTD (Thru Previous Month)

TY LY TY LY

# of Delinquent OrdersTotal Ship On Time %

Avg Fulfillment TimeAvg Business Hour Fulfillment Time

# of Units Shipped# of Units Cancelled

Total # of Packages 160 - 160 -Units / Order 1.0 - 1.0 -

Incorrect Upgrades 0 - 0 -

Customer Experience

Units / Pkg 0.9 - 0.9 -Pkg / Order 1.3 - 1.3 -

YTD Total

Spring Result Fall Month Tested Fall Result- NOT TESTED -Results

Spring Month TestedNOT TESTED

Style Score - -# of Ratings - -

Value Score - -# of Ratings - -

Overall Score - -# of Ratings - -

Quality Score - -# of Ratings - -

Secret ShopperMisc-Shipping

Total Chargebacks

ChargebacksJanuary STD YTD

Delinquent OrdersFill Rate

No Grade due to System Issues

* click to view


B-TO-B/RETAIL CAPABILITIES

World-Class Technology to Automate and SimplifyOur world-class systems will help simplify your business and take the headache out of logistics so you can focus on what you’re good at — YOUR BUSINESS. You can count on DM Fulfillment to use proven, up-to-date technologies that will enable you to be more productive and efficient. DM Fulfillment systems are so automated and efficient that our cut-off time is much later than most distributors: 6pm local time in each distribution center with same-day shipping. In addition, because of the technology in place, there is minimal opportunity for human error.

Seamless Integration

DM Fulfillment has multiple options to connect via EDI and web services for order automation. Whether you have a provider you currently work with or need a recommendation for a new one, we are here to help. Not only can you place orders electronically, but DM Fulfillment will give you real-time freight quotes and honor those estimates. This ensures that you’ll charge the correct freight to your customer. You will also enjoy web services for real-time, on-demand QOH that will feed into your system.

• We scan and keep your packing slips so you can access at any time

• Full order management system with automated cross-shipping capabilities

• Multiple invoicing options with as much or little detail as you want

• Detailed work order tracking

• Custom reports are delivered to you automatically

• Detailed supply routing labels ensure your product gets to the right building and the right person within that building

• Precise tracking: track what units come in with any given shipment

• Exceptional documentation and analysis for continual improvement of your ordering and tracking

“We pride ourse lves on not being an of f-shored, revolving door of outsourced programmers. We have a dedicated team of internal, h igh- level software engineers dedicated to our custom, state -of-the -art WMS. We are n imble and can develop new functional i ty quickly and accurate ly.”

Michel le Kaufman, Vice President-Technology.

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TECHNOLOGY& AUTOMATION

BritanniaTM

LaCrosseTM

SSI

MAGENTO

BACKOFFICE PROVIDERS (Also includes integrated storefront)

STOREFRONT PROVIDERS (Does not include backof�ce)

OTHER SERVICES

CATALOG PRICE FILE, DAILY FEED

CUSTOM, PER SPECIFICATION

CUSTOM, PER SPECIFICATION

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REAL TIME STOCK & PRICE

TRANSMIT ORDERS& CONFIRMATIONS

ELECTRONIC SHIP NOTICES

ELECTRONICINVOICING

MPS SUPPORT

PARTNERSHIPPROGRAM

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www.DMFULFILLMENT.com (636) 720-3280

connectivity partners

Our Connectivity Partners

Our goal is to support you and your business by integrating your company’s software with ours, making it easy for you to do business with us electronically. We want to make the integration seamless and simple ensuring you have everything you need to be successful.

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TECHNOLOGY& AUTOMATION

We understand the importance of your brand. Faithfully representing your brand is core to our business. As committed as we are to superior fulfillment and distribution, that commitment is equally matched by our dedication to faithfully represent your brand in every shipment. Significant resources have been developed to ensure that a positive customer experience is being delivered by you.

Instant Inserts

High impact, customizable, branded collateral delivered with your products. DM Fulfillment’s in-box print collateral program offers unlimited messaging opportunities. This program can effectively and efficiently communicate your most important messages direct to your customers. With versatile, print-on-demand technology, we can create unique messages based on product category or SKU. In addition, our Marketing Department can help design your inserts.

Best practice: Include special offers driving customers back to your website for more information. We can even include a QR code to take your customers to a specific location on your site.

Branded Pick Tickets

Reinforcing a branded customer experience.

Labels

DM Fulfillment’s labeling capabilities allow you to add any special instructions, product information or even order level package routing information to your shipment.

¶11056011;Ä11056011BX-0102

¶BX-0102JÄ Beyond Technology

Phone: (303) 629-0252

www.beyondtec.com

Offered to you from HP and your friends at:

The pick ticket serves a simple yet extremely important purpose in the shipping process. It’s used in the warehouse to confirm order accuracy, then is placed directly in the box with the product prior to shipping, and ultimately ends up in the hands of your customer. DM Fulfillment understands the importance of reinforcing that branded customer experience at as many touch points as possible.

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YOUR BRAND

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Call center support is available to supplement your existing resources or as a total customer service solution. With direct access to inventory, order and shipping data, our agents can provide the best possible customer experience and increased customer satisfaction.

Capabilities

• Automatic Call Distribution (ACD) • Call routing based on a path of a toll-free number • Call groups designated to a toll-free answer point • ACD group roll-over to secondary groups to increase call coverage efficiently • Call Classification Codes • Alarms–Notifications alerting supervisors of agents and queue falling below expected service level • Real-time monitoring, both audio and visual • Call Center Forecasting–Appropriate ACD Agent staffing • Customizable routing, hold and transfer times • Recognizable call paths • Client specific toll-free number

Alternative Answer Points

• Customizable Automated Attendant • Options Dialing through the Automated Attendant and while in queue • Optional–Customizable recorded announcements for calls in queue • Optional–Voice Mail Opt-out call routing

Reporting

• Report call activity based phone number usage • Agent or agent group based reporting • Call classification/accounting code based reporting • Reports automation with electronic delivery

Peace of Mind

• The quality you expect–Agents are trained in-house to ensure quality standards • Experience–Telecom analyst with over 24 years of call center experience • Reliability–IS Operations team is trained in telecommunications support • Responsive–We follow the 80/20 rule: 80% of calls are answered within 20 seconds with an average answered within 18 seconds • Continuity–Redundant Call Controllers roll over to a resilient controller. In the event of an outage, DM can re-route incoming toll-free numbers to a pre-determined answer point in minutes

Interested in Call Center services? Contact your Account Manager for more information.

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CALL CENTER

JUST IN TIME IN EVERY OUTBOUND

When a customer contacts you with

a return, DM Fulfillment will quickly

take care of getting the product

back into your DM Distribution Cen-

ter (DC) for resale or forwarded on

to you for inspection. Leveraging our

high-volume UPS account rates, we

will create the Return Services Tag

which can be emailed directly to the

customer on your behalf or sent to

you for forwarding with additional

instructions.

* Standard UPS freight rates apply for return freight. Standard repacking and SKU restocking fees apply.

Include a Return Service UPS Tag

in every shipment. DM Fulfillment

will set up a Return Service Tag SKU

that will be added to every out-

bound shipment. You can provide

any needed instructions on your pick

ticket, include a drop-in-the-box flyer

furnished by you or we can develop

one for you which will be added to

every order. This is a great service for

customers who expect a high per-

centage of returns (25% or greater).

These services include our standard reports so you are proactively aware any time a return comes back to the DC. Our inventory reports will provide updates on the status of returned product including when it’s ready to re-sell.

Interested in reverse logistics support? Click the button below to get started or contact your Account Manager for more information.

Need expanded support for those pesky returns?We have options.

OPTION 1 OPTION 2

CLICK HERETO GET STARTED

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REVERSELOGISTICS

http://great.supplyoffer.info/61371/

SHIPMENT SEARCH

The DM Fulfillment Portal provides 24/7 access to critical data and information in real-time. Custom-ers with full system integration are able to access the same information in their own system. Each customer receives unique log-in credentials for secure access to portal information, and all reports are downloadable in Excel. This simple, intuitive portal ensures you have access to the information you need, anytime and anywhere via your web browser.

Security

Many technologies are used to keep our mutual information secure. Redundant Cisco Firewalls are maintained with current versions of IOS software. In addition, an intrusion prevention system deters unauthorized access. We are connected to our Distribution Centers through private MPLS connections providing greater security than traditional VPN tunnels. Our fulfillment portal uses SSL technology to secure client log-in and password information protecting against unauthorized access.

Portal Views:

SHIPMENT HISTORY

Review shipment history for current day, prior day, MTD and YTD.

Search for order detail by date, ship-to name, order number, P.O. number or part number.

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DATAMANAGEMENT

& REPORTING

INVENTORY SEARCH

More Portal Views:

SHIPMENT DETAIL

Review shipment details including customer, product, shipper details and tracking info.

Search and review inventory detail by part number or description.

ITEM SET-UP

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DATAMANAGEMENT

& REPORTING

Quickly and easily set-up new items.

On-Demand Reports

Many reports are available on-demand.

Business Review

A comprehensive overview of account activity for a specified date range including information on ordering patterns, customers, returns and inventory levels. Your DM Fulfillment representative prepares this quar-terly as part of our continuous improvement process. It can be run at any time for a specified date range.

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DATAMANAGEMENT

& REPORTING

Receiving Report - Receipt Data

Report detailing inventory received.

Inventory Report

Detailed inventory report providing inventory level, average daily sales and unsellable inventory by DM Fulfillment Distribution Center location.

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DATAMANAGEMENT

& REPORTING

Shipped Order Report

Report listing orders shipped during a specified date range.

Serial Number Report

Provides serial numbers at order level.

Billing Overview

Billing summary for a specified date range showing totals for various categories.

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DATAMANAGEMENT

& REPORTING

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A Stable Partner you can Trust

DM Fulfillment is a subsidiary of Distribution Management (DM), a privately held organization based in St. Louis, Missouri. Since its founding in 1972, the DM management team has launched and grown numerous businesses including Supplies Network, a leader in the distribution of IT consumables for vendors such as HP, Canon, Lexmark, Xerox, Brother and IBM.

One Provider for all Your Needs

Direct to consumer drop-ship, e-commerce, marketplace, retail or all of the above, we have you covered, now and into the future as your needs grow.

Highly Scalable

With four distribution centers totaling 280,000 sq. ft. DM processes up to 8,000 orders per day and is well positioned to support the needs of start-ups up to medium size businesses with the dedicated support and technology infrastructure to support special needs.

National Footprint with Competitive Costs

Four highly automated Distribution Centers are strategically located to reach 99% of the U.S. in one or two days through economical ground shipping. Our system will optimize every order to select the best origin and carrier for the lowest freight cost and time in transit.

Technology Integration

Our in-house technology group can connect our order entry system to your order management or e-commerce platform. DM has in-house development staff and partnerships in place to receive electronic orders (EDI) with national providers. Information is real-time and all orders are 100% RF scanned for accuracy and efficiency.

Secure Automated Facilities

Our facilities and systems are state-of-the-art when it comes to security, inventory accuracy and real-time visibility to order information. Our order accuracy is 99.95%.

Experienced Team and Leadership

Our Client Services Team is a dedicated group of professionals focused on our customers. The team includes individuals experienced in the onboarding of new customers and works to quickly transition your account with little or no disruption to your business. Each account has a dedicated customer support representative and a senior management advocate.

A Total Solution

The DM Marketing Team and 100+ seat call center provides personalized customer support and promotional activity for vendors and our network of 6,000 independent partners and fulfillment clients. Areas of specialty include Direct Response Marketing, demand generation and merchandising support.

WHY DMFULFILLMENT

dm program guide

Documents

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dropship order

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