When ‘No’ Isn’t an Option: Mastering Online Ordering and Fulfillment
Every Click Tells a Story in Online Ordering
At Westkey, every click of “Order Now” starts a story - and for Fulfillment Manager Darija Kovac, no story is ever the same. Each online order is treated with care, ensuring a seamless fulfillment experience for every client.
When a Portal Launch Goes Wrong
A few years ago, a high-profile client launched a new online ordering portal. It was meant to streamline ordering, improve inventory visibility, and create a smooth experience for the client’s team. But the first live run flopped. “The client didn’t just dislike it, they refused to show it to their VP,” Darija recalls with a chuckle.
For many, this would be a crisis. For Darija, it was a challenge - and a chance to prove why her team’s mantra, “No is not an option,” isn’t just a slogan - it’s how Westkey approaches fulfillment.
Rebuilding Success in Online Fulfillment
Her team dove in. They reviewed every element of the portal, from navigation to SKU mapping, approval workflows, and automated alerts. Coordinating with IT, production, and client services, they rebuilt it on Westkey’s Smart Canvas system. Within weeks, the portal was back online - fully functional, fully branded, and fully approved. The client was thrilled.
The Westkey Approach to Seamless Online Ordering
Every new system rollout is carefully planned:
Client onboarding: Understand unique business rules and inventory flows before processing any order.
Inventory management: Maintain real-time stock updates to prevent backorders or delays.
Metrics tracking: Process 100+ warehouse releases daily, with a 2–3 day shipping turnaround.
Quality assurance: Every order and shipment checked for accuracy, packaging integrity, and on-time delivery.
The team has a lot riding on getting it right - and it shows. Westkey maintains an impressive 99.7% accuracy rate for deliveries, with over 50,000 shipments a year.
Nationwide Warehousing and Distribution
Westkey’s fulfillment capabilities extend far beyond a single location. The team facilitates warehousing and distribution across the country with operations in Burnaby, Toronto, and multiple warehouses in Edmonton. From fulfilling kits and campaigns across thousands of locations to coordinating print and third-party collateral for time-sensitive events like tradeshows or high-security government work, Westkey ensures every detail is delivered on schedule and on brand.
Darija’s team doesn’t just solve problems - they anticipate them. Low-stock alerts, automated reorder suggestions, and integrated client dashboards make it possible to respond quickly and keep clients informed. Every order is treated like a VIP shipment.
Why Culture is Key in Order Fulfillment
The difference isn’t just software or metrics - it’s culture. Darija leads by example, working alongside her team, answering questions, and troubleshooting in real-time. “Fulfillment isn’t just a step in the process - it’s the moment your brand keeps its promise,” she says.
Turning “No” Into “Yes” with Online Ordering
Every challenge reinforces the importance of flexibility, communication, and determination. This approach allows Westkey to consistently deliver seamless online ordering experiences, build client trust, and ensure the final product - literally in clients’ hands - is perfect.
In a world where online ordering expectations are higher than ever, Darija and her team prove that excellence is possible. Even the most complex orders can be delivered flawlessly - because at Westkey, no is not an option.
