A complete guide to customer order management

Nobody likes dealing with order processing. But the truth is, smooth, efficient customer order management is crucial for happy customers and a thriving business. Every sale, interaction and touchpoint with your customer is dependent on getting their end-to-end order right, from “click” to “delivery”.

This guide will explore why customer order management is so crucial for businesses, uncover the potential pitfalls surrounding it, and equip you with strategies to streamline your processes and keep your customers coming back for more.

Understanding customer orders

So what exactly is a customer order? In layman’s terms, it’s the official request from your customer to purchase your product or service. This could be anything from a simple online checkout to a complex, multi-item purchase order from a large corporation.

Even the smallest order shouldn’t be underestimated. Customer orders are the lifeblood of your business. They trigger a whole chain of operational events, from inventory updates and payment processing to shipping logistics and customer service interactions. That’s why managing them efficiently is so important. Streamlined customer orders keep customers happy and give your business a competitive edge.

The customer order process

Now we’re clear on what a customer order is, we can map out the journey it takes from end to end.

1. Order placement

This is where the order begins. Your customer places an order through your website, over the phone, or in person – however you do business.

2. Order review and validation

As soon as your customer makes their order, you’ll need to take a moment to review the details. Is the information complete and accurate? Are all the items in stock? Do you have the correct billing and shipping details? This quick check can save you headaches down the line.

3. Inventory check and reservation

With the order placed and data reviewed, it’s time to check your inventory and make sure you can fulfil their request. An inventory management system can confirm availability and reserve the times to prevent overselling.

4. Order processing and confirmation

This is one of the most crucial elements of the customer order process. When a business fails to provide order confirmation, it sparks a major red flag for customers and undermines the credibility of a vendor. By investing in order processing management, you’ll keep customers confident in your business and product.

5. Picking and packing

Your fulfilment team will locate the ordered items in your warehouse (or wherever you store your goods), carefully pick them, and pack them securely for shipment.

6. Shipping and delivery

The packaged order is handed off to your chosen shipping carrier. This could be anything from a national postal service to a specialized courier. Tracking information is generated so both you and the customer can monitor the shipment’s progress.

7. Delivery confirmation and follow-up

The order has arrived. This stage involves confirming delivery with the customer and potentially sending a follow-up communication to check on their satisfaction.

Managing customer orders

Now you’ve got the order process down, we can move on to how to keep your operations running smoothly.

Handling customer orders

It takes 12 positive customer experiences to make up for one negative experience. That’s why handling customer orders efficiently is so crucial for a thriving business.

Nobody likes to wait, so prioritize fast order processing and aim to provide quick updates to customers at every stage. Accuracy is equally important — from customer details to product specifications, double-checking everything is crucial to avoid costly errors and frustrated customers. While you’re at it, make sure you’re keeping your customers in the loop. Provide order confirmations, shipping notifications, and proactive updates throughout the entire process.

Tips for maintaining accurate records and data

Your business is only as good as the data behind it. This is especially true when it comes to order processing. Here’s how we recommend keeping your order data clean and accurate.

1. Invest in a good system – A robust CRM can automate tasks, centralize information, and reduce manual errors. Check out our CRM for commercial operations. With it, you can manage suppliers, contracts and orders from one intuitive tool.
2. Embrace automation – Automate wherever possible, from order confirmations to shipping notifications and inventory updates.
3. Regularly audit your data – Don’t let your data get dusty. Regularly check for inconsistencies, duplicates, and outdated information.
4. Prioritize data security – Customer data is precious. Make sure you have strong security measures in place to protect sensitive information.

Common challenges (and how to conquer them)

Even with the best systems in place, challenges can arise. Inventory discrepancies can be a headache, and shipping delays and customer complaints can make the process difficult to navigate. Here are some tips to avoid these potential challenges:

• Take regular stocktakes and invest in real-time inventory tracking to help you avoid overselling and keep your data accurate.
• Partner with reliable carriers, offer diverse shipping options and communicate proactively with customers to mitigate the impact of potential shipping delays.
• Implement clear order validation processes and double-check every detail before processing an order to minimize order errors.
• Respond promptly and empathetically to customer complaints, and focus on finding a resolution that satisfies the customer.

Tracking customer orders

So, you’ve got orders flowing in, and they’re being processed smoothly by your CRM — but how do you keep track of everything? That’s where order tracking comes in. It’s not just about knowing where an order is at any given moment, it’s about having a bird’s-eye view of your entire order fulfilment operation.

Why is order tracking so important?

Order tracking allows you to proactively manage customer expectations, identify and address potential issues, gather valuable data and boost customer confidence. By embracing order tracking and prioritizing transparency, you’re not just making things easier for yourself, you’re creating a better experience for your customers. Plus, by monitoring shipments closely, you can identify and address potential delays, leading to faster and more reliable delivery times.

Methods for tracking orders in real-time

Luckily, in today’s tech-driven world, you’ve got a whole arsenal of tools to track customer orders at your disposal. Here are our favourites.

• A commercial operations CRM: Our specialized order processing CRM will turn quotes into orders in a single click, integrate e-signatures for streamlined purchasing, and reduce the administrative burden on your team. In one accessible system, you can simplify your workflows with automated order approvals, fulfilment tracking and invoicing functionality.
• Shipping carrier integrations: Most major carriers (think FedEx, UPS, DHL) offer APIs that you can integrate with your website or CRM, providing real-time tracking updates directly from the source.
• Dedicated tracking software: There is an array of standalone tracking solutions that specialize in providing detailed shipment visibility and analytics.

By embracing order tracking and prioritizing transparency, you’re not just making things easier for yourself, you’re creating a better experience for your customers.

Ace your customer order management with Workbooks

Efficient order management isn’t just about getting the job done — it’s about building trust, fostering customer loyalty, and driving business growth. Embrace the power of technology and the best practices we’ve discussed, and watch your business thrive.

Ready to take your order management to the next level? At Workbooks, it’s easier than ever to manage customer orders. Our comprehensive software solutions can help you streamline your processes, automate tasks, and gain valuable insights into your customer data.