Michael Crean – IT & Operations Manager

About Me

• Co-founded MicksGarage.com while unemployed in 2004.

• IT Systems architect, software developer and operations manager

• Involved in all aspects of business from IT to warehousing, marketing, customer Service, Voip phone systems and everything in between.

About MicksGarage.com

• 42 Employees across IT, marketing, Warehousing, CS, Accounting

• Sell to approx 70 countries on monthly basis

• 6+ million data records

• Average age of our employees is just under 30

• Innovation is key to our success

• We try to lead rather than follow with everything we do.

Website is your shop window

• Must be kept updated

• Must be kept clean

• Must be current

• Must entice customers to take a further look

“Its just a website, cant be that difficult”

Infrastructure Management

Data Management Content Management Order Management Order Dispatch Customer Service Returns Management Fraud Management Pricing Strategies Marketing

Technical Considerations

• Platform Selection

• Payments, what service, what method, Paypal, Realex, Stripe

• PCI compliance issues

• Order management tools

• What level of automation do I need?

• What volume of orders do I anticipate?

• What sort of hosting do I need? Cloud, Shared, Dedicated

• Automated Fraud Management

• Outsource software development?

Order Management

• Keeping track of orders

• Order change requests

• Handling queries from customers

• Unified systems, tracking numbers, payments, order history

• Returns and refund handling

• Filtering out fraudulent orders

• mCRM – How we did it?

Order Management

We have one system to manage orders

Order HistoryTracking Numbers + PicturesPayment DetailsRefund DetailsAudit History

Order ManagementOrders managed through StatusesEach status part of pipelineUnified System – all parts of order visible

Barcode Packing

Accurate Dispatch first timeAll orders picked and packed via barcodeDispatch labels are printed automatically to save time

Data Management

• Handling millions of records

• Correct product categorisation

• Does your website handle mis-spellings?

• Is your website navigation clean simple and quick?

• Where will your data come from

• What images do you have, where can you get the rest

• Selectable attributes (Gender, Size, Colour etc)

• Additional Attributes (Weight, Pack Size, Colour etc)

• Descriptions

• Barcodes

• Accuracy

Payments & Fraud

• Paypal

• Realex

• Stripe

• PCI compliance

• Control required

• 3DSecure

Any Questions?