Many clients state that the lack of automation in their order management system is one of their most significant pain points. This can generally be classified into the following 5 categories:
- No CRM or Disconnected CRM
- Absence of Ecommerce
- Manual transfer of orders between Ecommerce and ERP / Bookkeeping software
- Manual transfer of orders between Ecommerce and your shipping portal
- No access for customers to check on their order status in real-time
- Confusion on order status and person/department responsible
- BOM confusion where manufacturing or assembly is waiting for components that cause delays
Let’s look at each of these issues and break down how CSL engineers manage and resolve these problems with the least disruption to existing IT infrastructure.
1. No CRM or Disconnected CRM
CSL assists customers in rolling out a CRM that works best for them. We are a partner and reseller of the most popular CRM solutions. If you do not have a CRM solution, the first step is to ascertain if an off-the-shelf solution would meet your needs.
All CRM systems work towards improving conversions; the process of follow-ups, templates, and workflow management make a CRM a very successful tool for sales professionals. However, a CRM that’s not connected to your order management system can create unnecessary work for the sales team and possible errors in the process that could lead to order cancellations. CSL engineers have worked with the most popular CRM systems, including Salesforce, Zoho CRM, Tiger CRM, Sugar CRM, Hubspot, and Zendesk CRM systems. We create API connections between your CRM and ERP or Bookkeeping systems to ensure quotes and orders are seamlessly generated without manual effort.
This can be achieved using Cloud-based APIs or software systems that reside physically on your servers. CSL engineers work with most database management systems and have access to data dictionaries for the most popular ERP solutions. Often a Zapier Zap does the trick. We always select the simplest option that requires the least amount of ongoing management when it comes to connecting systems.
CSL can build a tool that mimics your business process to keep things clear for your staff and improve productivity if your CRM solution is not suitable for your needs.
2. Absence of EcommerceOnline ordering is imperative for most merchants today. Most companies have websites, but they do not accept orders online. This means a costly investment in their website rarely contributes to their sales. Building an ecommerce enabled website is easy. CSL engineers work with the most popular ecommerce technologies. We can quickly and effectively add ecommerce to your existing website.
3. Manual transfer of orders between Ecommerce and ERP / Bookkeeping softwareWe often find that websites accept orders that must be manually entered into the ERP or Bookkeeping. The delay and errors in the process mean that the online ordering method is never fully encouraged, and orders continue to come in over the phone or through emails.CSL engineers routinely build systems using Woo commerce, Shopify, and Big commerce that communicate directly with your ERP / Bookkeeping and shipping programs. The data displayed to the customer is accurate regarding stock availability, pricing, options available and documentation.
Building an ecommerce website that’s accurate and effective can have a huge positive impact on your sales and the customer’s perception of the organization. Today, a majority of customers prefer to order online and get access to tracking their order status in real-time, instead of doing it over the phone or through emails.
4. Manual transfer of orders between Ecommerce and your shipping portalAnother common problem we see is a missing connection between your ecommerce website and your shipping system. CSL works with the most popular shipping providers and external vendors to seamlessly sync order information and avoid manual data entry.Most popular logistics options like FedEx, UPS, USPS, Old Dominion, DHL, Lineage, and Kenko have popular APIs that can be integrated with your ERP or directly to your ecommerce website, saving time on shipments.
5. No access for customers to check on their order status in real-timeOver 40% of all calls received by a general support department are about the order status. This is why CSL is focused on ensuring customers know where their orders are at any point of time. We send email alerts on changes, text alerts and create tasks in the CRM when orders are delayed or more information is required to process orders.
6. Confusion on order status and person/department responsibleMost organizations have multiple departments that work on customer orders. Each department does part of the work before the order moves to the next department. Knowing where orders are in real-time and analyzing which departments cause bottlenecks is critical to improving order processing timelines.As part of this tracking, CSL assists in setting up checklists and workflows when orders move from department to department. This reduces the chance of errors and improves customer experience with the organization’s products and services.
7. BOM confusion where manufacturing or assembly awaits components, causing delaysBOM has undergone significant changes in recent years. Just-in-time procurement has become the norm, allowing the manufacturing unit to deliver on time without stocking unnecessary components.CSL engineers have worked with the most popular ERP systems, including Sage, Odoo, SAP, Visual Manufacturing, Epicor, and many others. We bring BOM information out of the ERP to make it accessible to managers and procurement professionals. Reports are formatted in a way that is quickly actionable without complicated multi-step access.
Order management system software is a critical business process, and improving productivity here directly impacts how every department in the organization functions. CSL engineers are experts at analyzing problems, designing solutions, building tools to fill gaps, and supporting systems to meet changing business needs.
Email us at [email protected] for a free analysis of your order management software.
