According to Christopher Muther of the Boston Globe, "the demand for instant results is seeping into every corner of our lives, and not just virtually. Retailers are jumping into same-day delivery services. Smartphone apps eliminate the wait for a cab, a date, or a table at a hot restaurant. Movies and TV shows begin streaming in seconds."
It is no secret that we live in an "instant gratification" age and apparently for some, even that is not soon enough. At every level of business, customers expect excellent service delivered quickly and with the internet's capacity to level the playing field, your business has more competition than ever. More options for customers translates into customers with a reduced tolerance for errors, delays and holdups. Today, the most successful companies are taking advantage of this business climate.
When businesses are asked what practices in their customer order process cause the most problems, you may identify with the following business headaches: 1) delays in shipping; 2) excessive employee time spent on order entry; 3) lack of access to sales data and inventory and 4) human errors throughout the process. When a situation presents itself for differentiation, there exists for every business with a customer base, an opportunity for improved market share and customer satisfaction. How can you guarantee that your order and fulfillment processes are affording you a real competitive advantage while reducing your customer related headaches? The answer is customer order software.
One Point Of Entry
No matter what format in which the order is initiated, phone, email, or online, the customer order software receives, captures, and transfers all orders into one software solution. Redundancy is not a problem, there are not several opportunities for human error, and all involved order channels receive the necessary information through this one entry point.
Visibility of Orders
Everyone involved in the process has access to all critical order information. Customers are served accurately, quickly and efficiently. In addition, the order process is recorded with a visible audit trail.
Reduction of Cost and Time
Shorter handling times and less manual requirements inherent in an automated order process significantly cuts the cost of processing orders and delivery times to customers, generating considerable savings. With the ability to track each customer account individually, new orders, and the status of pending orders are easily monitored.
Your sales force and/or customer service employees will benefit by the speeding up of your order process. They will be able to respond to queries accurately and quickly, creating satisfied, loyal customers. Your sales force can focus on personal contact with customers rather than spending time manually entering data and following-up on other order related details. Customers will be able to access their order history through customer portals, quickly finding answers about their pending orders and product shipping times.
The ability to identify and deal with errors and exceptions through the improved visibility of the entire order process will allow you to accurately measure the total efficiency of your ordering procedures and easily comply with any industry regulations governing your business.
Today businesses, whether wholesale or consumer, expect good customer service. You may offer the same products as your competition, and your pricing may influence customer loyalty. However, more often than not, the customer experience is the spark that brings your customers back repeatedly. As organizations look for ways to set themselves apart from the competition, the order process is a proven route to increasing cost efficiency and service levels. Simply put, setting your business apart from others is the "wow" factor of customer satisfaction. The simple things will separate you from the pack, fast delivery, ease of ordering, lack of errors and quick response to inquiries. When your business operations are truly integrated with customer order software, your order process becomes streamlined, giving you the chance to spend time on growing your business.