Even in today’s digital age, call centers and customer service reps are often inundated with orders, processing payments, and trying to keep track of orders after they are placed. Without modern technology to help manage those orders, errors often occur costing the business time and money.
Here are 3 common ways order errors happen:
- Communication gaps
Miscommunications happen over the phone or via email. This often happens when a customer doesn’t have visibility into those order details to confirm.
If field sales reps don’t have a good system for placing orders on the go, misplaced emails or purchase orders often become commonplace, forcing many orders to need to be re-entered at a later date.
Changes to account information that need to be done over the phone may not be saved correctly or on time, causing orders to be shipped to the wrong location or person.
- Lack of inventory visibility
Field sales reps may be communicating old or false information when closing a sale since inventory isn’t available real-time.
- Product data inconsistencies
SKUs in printed catalogs may not match warehouse data so the wrong items may get shipped.
A robust, online, fully-integrated, device responsive order entry system can dramatically reduce the errors that happen because of common issues like these.
Here are 4 ways modern eCommerce helps to eliminate order errors:
- Self-Service Eliminates Communication Gaps – Also, having to rekey orders into multiple systems can dramatically increase the order error rate. Not having to rekey orders alone have been shown to reduce order error rates from 6% to < 1% at one manufacturing company.
- Automating Business Rules Ensures Processes Are Followed – For example, the system can force orders to be entered in the proper quantities & packs, ie. single items, dozens, cases, etc.
- Integrations Create One Single Source of “Data Truth” – For example, they can see the proper pricing, pre-approved shipping methods, and the proper payment method, and nothing else to distract from that.
- Previously Manual Processes Are Automated – Other typically manual processes can be automated including order approvals, updating the users on order status, and sending order shipping confirmation and tracking information, eliminating any possibility of error along the way.
All of these systematic processes will help reduce order error rates, reduce order to cash time, provide quicker delivery to customers, improve inventory management, improve customer communication, and improve customer satisfaction, loyalty, and trust. They will also lower costs due to reduced re-shipments, reduced restocking situations, and reduce issuing credits and returns.
The end result of implementing a better order capture system will be increased revenue and reduced costs.