How modern retailers scale smarter with outsourcing.
The eCommerce sector is booming - global revenue is expected to reach over USD 21 trillion in 2025. But growth brings complexity. Retailers must meet rising customer expectations, manage supply chains and compete with global giants, all while keeping costs under control.
Outsourcing offers a solution. By strategically delegating non-core functions, retailers can focus on growth, gain specialised expertise and remain agile in fast-moving markets.
This guide explores 10 high-impact functions and related roles that can be outsourced for immediate efficiency gains and long-term scalability - plus a framework for choosing the right outsourcing provider.
Key trends shaping eCommerce in 2025
AI in operations
Automation and AI are now central to eCommerce. Outsourcing partners with talent vetted from training in AI-tools can help retailers optimise support, analytics and fulfilment.
Omnichannel commerce
Customers expect seamless experiences across websites, apps and marketplaces. Outsourced teams trained in multi-channel operations ensure consistent service everywhere your brand appears.
Flexible business models
Uncertainty in global markets has pushed retailers to prefer agile outsourcing contracts. On-demand or subscription-based outsourcing models allow businesses to scale up or down quickly.
Customer experience as a differentiator
Beyond logistics, outsourcing now includes personalisation, engagement and post-purchase support. This helps retailers turn service into a growth driver.
Diversification and resilience
Relying on one region or provider is risky. Outsourcing across multiple geographies, or adopting hybrid AI-human models, builds resilience against disruptions.
These trends show that outsourcing is no longer just about lowering costs. It’s about building flexibility, resilience and customer-centric operations that can keep pace with a fast-changing eCommerce environment.
The 10 functions to outsource in eCommerce
1. Customer experience and support
In a market where consumers expect instant answers, customer support is often the first and most lasting impression of your brand. Outsourcing ensures customers receive timely, consistent and professional assistance across chat, email and social channels - strengthening customer experience at every touchpoint.
Example roles:
Key impact: Improves customer satisfaction and loyalty by reducing response times and ensuring 24/7 availability.
2. Order fulfilment and logistics coordination
From inventory pick-and-pack to courier liaison, fulfilment can overwhelm internal teams. Outsourcing logistics coordination allows retailers to streamline operations and manage spikes in demand without infrastructure strain.
Example roles:
Key impact: Scales fulfilment capacity while maintaining reliable delivery times.
3. Marketplace management
Running stores on Amazon, eBay and emerging platforms like TikTok Shop requires constant optimisation. Outsourcing this role ensures listings, product feeds and performance metrics are professionally managed.
Example roles:
Key impact: Expands reach and boosts sales without diverting internal resources.
4. Digital marketing
Campaigns across Google, Meta and other platforms demand specialist skills in SEO, paid ads and performance analysis. Outsourcing digital marketing provides access to this expertise on-demand.
Example roles:
Key impact: Increases visibility and drives traffic through data-driven campaigns.
5. Content creation
From product descriptions to photography and blogs, content is what sells products online. Outsourcing creative production delivers a steady pipeline of high-quality, on-brand content.
Example roles:
Key impact: Improves conversion rates and customer engagement with compelling content.
6. Inventory and supply chain management
Balancing supply and demand across multiple channels is complex. Outsourcing inventory management helps retailers maintain healthy stock levels and avoid missed sales or excess holding costs.
Example roles:
Key impact: Reduces operational risk through better forecasting and oversight.
7. Bookkeeping and finance support
Accurate financial reporting underpins sound decision-making, but it can be resource-heavy. Outsourcing bookkeeping provides reliable, timely support while reducing overheads.
Example roles:
Key impact: Delivers financial clarity and frees leadership to focus on strategy.
8. Data analytics and reporting
eCommerce generates vast amounts of customer and sales data. Outsourcing analytics ensures that information is turned into actionable insights rather than underused reports.
Example roles:
Key impact: Enables faster, evidence-based decision-making across marketing, operations and sales.
9. Website and technical support
Your online storefront is your most valuable asset - downtime can be costly. Outsourcing IT and web support provides round-the-clock monitoring, maintenance and optimisation.
Example roles:
Key impact: Protects revenue and brand reputation with consistent site performance.
10. Returns and refunds management
Returns are a natural part of retail, but poor handling damages trust. Outsourcing this process ensures speed, efficiency and clear communication, keeping customers satisfied even after a refund.
Example roles:
Key impact: Turns potential friction into a loyalty-building experience.
How to choose the right outsourcing provider
Outsourcing the right roles is only half the battle. Selecting the right partner determines whether outsourcing drives growth or becomes a liability. Here are seven things to consider to guide your decision:
- Talent sourcing and hiring: look for curated hiring processes that prioritise both technical skills and cultural fit. Avoid bench-filling and bulk CV drops.
- Tech and platform readiness: providers should deliver staff trained on modern platforms, AI tools and digital workflows, with continuous upskilling programs.
- Pricing flexibility and transparency: seek providers offering flexible, predictable models such as hourly, subscription or value-based pricing. Watch for lock-ins and hidden fees.
- Role specialisation and industry knowledge: choose partners with proven experience in your sector. Ask for case studies and references to validate expertise.
- Retention and employee experience: sustainable value comes from continuity. Check retention rates, employee engagement and career pathway programs.
- Data security and protection: enterprise-grade security, regular audits and compliance with global standards are non-negotiable for protecting customer data.
- Compliance and governance: ensure the provider operates with transparent contracts, Employer of Record (EoR) frameworks and up-to-date compliance with local labour laws.
The right outsourcing provider won’t just reduce costs - they’ll become a trusted extension of your business, helping you scale securely and sustainably.