Innotrac Announces Results of Q4 eCommerce Operations Benchmarking

Jan 19, 2012, 15:40 ET from Innotrac Corporation

ATLANTA, Jan. 19, 2012 /PRNewswire/ -- Innotrac Corporation (NASDAQ: INOC), a best-of-breed commerce provider integrating digital technology, fulfillment, and contact center solutions to support global brands, today announced summary results of its Q4 SmartHub™ benchmark analysis, focused around eCommerce operations.

SmartHub™ is Innotrac's new proprietary benchmarking tool, providing clients and strategic partners with end-to-end intelligence and analysis of the online retail purchase cycle.  From the pre-order site experience all the way through the final steps of the returns process, Innotrac's 44-point methodology analyzes each important customer touch point, charting retailers on everything from the expedience of confirmation emails, to evaluation of the packaging material used in shipment.

"With our focus on direct-to-consumer commerce, we're able to provide detailed intelligence surrounding not just the online customer experience, but critical operational touch points like transit time and returns processing," said Jon Eggleton, Innotrac's Vice President of Marketing & eCommerce.  "We developed SmartHub™ to bring additional value and actionable insights to our clients." 

 SmartHub™ looked at operational trends in e-commerce during the fourth quarter of 2011.  Among the findings:

  • 59% of retailers were able to ship packages to customers in three days or less; in general, actual shipping times were within the most popular expected delivery window of 2-7 days.
  • Prior to the Thanksgiving holiday, SmartHub™ findings indicated that 55% of retailers made some sort of free shipping offer available.  During the holiday season, free shipping was reportedly utilized by as many as 75% of retailers.  SmartHub™ findings also indicated that pre-holiday, the largest majority of retailers offering free shipping did so at a minimum price point between $49 and $85.
  • Only 29% of retailers utilized any branded packaging, either inside or outside the box; this reflects a tremendous opportunity for retailers to differentiate the post-sale experience. 

While areas like branded packaging indicate further room for improvement, retailers have clearly made great strides in improving eCommerce operations. 

"We are seeing that operational efficiencies gained in fulfillment not only improve our clients' bottom lines, but also improve customer satisfaction for the consumer," said Eggleton.

SmartHub™ analyzes and evaluates multiple eCommerce operational categories and includes a sample size of 128 retail companies.

About Innotrac

Innotrac (NASDAQ: INOC) was founded in 1984, with the goal of providing the highest quality fulfillment services to both our clients and their customers.  We have an integrated network of seven fulfillment centers, along with a contact center in North America.  Innotrac Europe GmbH, founded in 2011, has a network of fulfillment centers, contact centers, and returns processing facilities with operations in the UK, Germany, France, Denmark, Sweden, Poland, Austria, Italy, Switzerland and the Netherlands.  Connect with Innotrac at or

Media Contact:

Yolanda Kokayi Innotrac Marketing Manager 678-584-4096

Information contained in this press release, other than historical information, may be considered forward-looking in nature.  Forward-looking statements are subject to various risks, uncertainties and assumptions. Should one or more of these risks or uncertainties materialize, or should underlying assumptions prove incorrect, actual results may vary materially from those anticipated, estimated or expected.  Among the key factors that may have a direct bearing on Innotrac's operating results, performance or financial condition are competition, the demand for Innotrac's services, Innotrac's ability to retain its current clients, Innotrac's success in growing its existing client base, developing new business, Innotrac's ability to maintain or improve gross margins in the face of increasing revenues, reducing operating costs in response to reduced service revenues, realization of expected revenues from new clients, the general state of the  industries that the Company serves, changing technologies, Innotrac's ability to maintain profit margins in the face of pricing pressures and numerous other factors discussed in Innotrac's 2010 Annual Report on Form 10-K and other filings on file with the Securities and Exchange Commission.  Innotrac disclaims any intention or obligation to update or revise any forward-looking statement whether as a result of new information, future events or otherwise.

SOURCE Innotrac Corporation