Michael Crean is the IT & Operations Manager at MicksGarage.com, which he co-founded in 2004 while unemployed. MicksGarage.com now has 42 employees across various departments and sells to approximately 70 countries monthly. The website is the main shop window and must be kept updated, clean, current, and enticing to customers. Managing a website involves many technical considerations around platform selection, payments, order management, hosting, fraud management, and data management. Order management in particular requires keeping track of orders, payments, returns and ensuring a unified system.

1. Michael Crean – IT & Operations
Manager

2. 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.

3. 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.

4. Website is your shop window
• Must be kept updated
• Must be kept clean
• Must be current
• Must entice customers to take a further look

5. “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

6. 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?

7. 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?

8. Order Management
We have one system to manage
orders
Order History
Tracking Numbers + Pictures
Payment Details
Refund Details
Audit History

9. Order Management
Orders managed through Statuses
Each status part of pipeline
Unified System – all parts of order visible

10. Barcode Packing
Accurate Dispatch first time
All orders picked and packed via
barcode
Dispatch labels are printed
automatically to save time

11. 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

12. Payments & Fraud
• Paypal
• Realex
• Stripe
• PCI compliance
• Control required
• 3DSecure

13. Any Questions?