In the fast-paced world of ecommerce and supply chain management, choosing the right Third-Party Logistics (3PL) partner can make, or break, your brand’s ability to meet customer expectations. With rising costs, labor shortages, increasing customer demand for fast and accurate delivery, and evolving technology, it’s more important than ever to thoroughly vet potential 3PL providers. Leading 3PL providers offer comprehensive logistics services and logistics solutions that support the entire supply chain, making them essential partners for any ecommerce business model.
If your company is considering switching providers, here are the Top 5 Questions you should be asking; and why they matter. The rapid growth of online sales has significantly increased the demand for 3PL services, making it crucial to understand how providers can support your business needs.
When evaluating 3PLs, pay close attention to their operational capabilities, including the availability of flexible warehouse space and the use of advanced warehouse management software, as these are key components of effective supply chain solutions.
1. How are you using automation and AI to improve accuracy and efficiency?
Why it matters: The modern warehouse is no longer just about square footage: it’s about smart operations powered by advanced logistics technology. With the continued adoption of warehouse automation, AI-driven forecasting, machine learning, and robotics (including humanoid robots like Tesla’s Optimus), your 3PL’s technological edge directly impacts your bottom line by driving operational efficiency.
A provider that embraces technology—such as implementing a warehouse management system (WMS) as a key management system for logistics technology—reduces human error, speeds up fulfillment, and provides real-time data for better inventory and demand planning. In 2025, if your 3PL isn’t leveraging AI, machine learning, and automation, you’re already behind.
2. What is your third party logistics scalability model for peak seasons or rapid growth?
Why it matters: Scalability isn’t just about adding space. It’s about systems, staffing, strategy, and operational capabilities. Whether you’re experiencing seasonal surges or long-term growth, your 3PL should have a clear plan for handling volume fluctuations without compromising service levels.
Ask about their experience with Black Friday/Cyber Monday spikes, product launches, or influencer-driven demand. A scalable provider means you can grow with confidence without risking delays or backorders. Scalable 3PL providers also offer distribution services and value added services, such as kitting and package consolidation, to support business growth and seasonal surges.
3. How do you ensure inventory management accuracy and real-time visibility?
Why it matters: Inventory discrepancies lead to stockouts, overselling, and unhappy customers. In today's digital world, real-time inventory accuracy, supported by robust inventory management and inventory optimization, is a baseline expectation, not a bonus feature.
Look for providers that use RFID, barcode scanning, and warehouse management systems (WMS) with live dashboards and API integrations. These tools help manage inventory and provide real time tracking, giving your team the transparency needed to make informed decisions and build trust with customers.
Accurate inventory management enables 3PL providers to efficiently fulfill orders and streamline order fulfillment, ensuring customer satisfaction and operational efficiency.
4. What is your approach to customer service, customer satisfaction, and issue resolution?
Why it matters: The logistics business isn’t perfect; delays, damages, and discrepancies happen. What separates a good 3PL from a great one is how they respond when things go wrong.
Ask about their account management structure, response times, communication channels, and how they escalate and resolve issues. A proactive, communicative partner can protect your brand reputation, enhance the customer experience, and drive customer satisfaction by resolving issues quickly and transparently.
Strong customer service not only builds loyalty but also helps 3PL providers retain and grow their customer base.
5. Can you provide client references and supply chain performance metrics?
Why it matters: Just like you wouldn’t hire a new employee without checking references, you shouldn’t commit to a 3PL without hearing from their current clients.
Request testimonials, case studies, or even client introductions. Ask to see key performance indicators (KPIs) like order accuracy rate, dock-to-stock time, average fulfillment speed, and on-time shipping percentages. When reviewing these metrics, note whether the data is company reported and if financial figures are standardized using the annual average exchange rate for accurate comparisons. A credible 3PL will gladly showcase their success stories; and their ability to walk the walk.
Some clients are willing to pay a premium price for consistently high performance and reliability.
Conclusion: Make the Right Move
Switching 3PL providers is a major decision—but asking the right questions ensures you align with a partner that can meet your operational needs, scale with your growth, and support your customer promise.
As you evaluate new fulfillment partners, use these five questions to cut through the sales pitches and get to the core of what matters: reliability, innovation, and a commitment to your success.
Need help with a 3PL transition or curious about how a2b Fulfillment can help? Contact us today!
