4 secrets of successful order processing

4 Secrets of Successful Order Processing (a little bit of everything you’ve ever wanted to know but were too busy to ask)

OmPrompt Executive Briefing

2| OmPrompt - 4 Secrets of Successful Order Processing

Like most companies, you employ good people to keep your customers happy, and stay on top of your order-to-cash processes. However, the perfect order isn’t always a reality.Why?Your customer service representatives (CSRs) receive orders and use their experience, time and skills to ensure your customers get exactly what they want. Unfortunately, the perfect order isn’t always a reality. Why? It may be that you’re simply unaware of a better way of doing things – and are missing out on some powerful advantages. Or are you just too busy to keep exploring new options?

If either of these sound like a familiar scenario, read on to discover the secrets of how to get the order process right the first time, so that you can keep your customers satisfied and allow your employees to add more value to your business.

4 Secrets of Successful Order Processing - OmPrompt | 3

In this day and age the customer is king. This is always true, but even more so when things are going a little wrong. Ironically, however, things can often go a bit wrong precisely because you’re too busy working flat out to keep your customers satisfied!

Most companies are very concerned about their order process because orders are the heart of any thriving business. But the order process is

very rarely perfect – or even close to perfect. So, to the normal solution is to throw more money and resources at it. This means that when there’s a problem, in order to meet those big growth and turnover ambitions and keep the process running smoothly, more and more resources (i.e. people) are thrown at solving the problem then and there, rather than pausing to get the process right the next time… There just isn’t the luxury of time!

However, throwing money at a broken process is a little like using a sledgehammer to crack a nut. It’s all too easy to invest in an order process that’s inherently inefficient… and this strategy can achieve results… But at what cost?

With a faster, more efficient order process, you gain the time to be more proactive instead of having to spend each day jumping through hoops.

So, while you may never be completely in control of your customer relationship, customer automation management can certainly put you on a more equal footing. And that is no secret.

Can You Keep Your Customers Satisfied?

Secret 1: automation puts you on a more equal footing with your customers

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The sobering thought is that you often don’t know if your current process is performing to its full potential – until it’s too late. You may think that those complaints coming in via emails and the abrupt telephone calls are all just part of the daily challenge of keeping your customers

supplied with your goods. You might even think that having your customer services team placating clients on the end of the phone is what you pay them for - but it shouldn’t be.

Actually, in reality, while it’s commonly thought that 75% of your customer service

representatives’ time is spent servicing your customers and only 25% goes on admin such as inputting data – it’s more likely to be the other way around. That’s not only costly to everyone involved, but in so many ways - it’s also completely unnecessary.

How Do You Know if Your Current Order Process is Performing?

In reality, order processing, especially the inputting, validation and allocation of orders, can be done faster and more accurately using automation – and at a fraction of the cost.

Customer automation management technology has the ability to extract, validate and apply business rules and logic to your order process, thereby freeing up your customer service representatives’ valuable time and effort.

So, instead of taking orders, sorting out mistakes and fielding complaints, your CSRs could be managing loads, chasing deliveries and handling the customer experience in a positive, proactive way. In short, your CSRs should be spending less time doing data entry and more time talking to your customers.

Because customer automation management solutions are designed from the bottom up; they handle all the manually repetitive, non-value based

activities and ultimately allow you to free up these people to add value instead! Your biggest problem then becomes how to decide where they will add the most value instead… through proactive customer relationship management, upselling/ cross selling or simply being able to do more with less?

Secret 2: automation gives CSRs more time back to serve your customers







Letting your customers down on any order is bad enough but making a mistake too often is going to be disastrous – for both of you. If that continues, then you can be sure that the next time you want your

customer to run an important promotion, or launch a vital new product, you might find them giving you less shelf space than you wanted or being less than cooperative with your objectives.

How Many Wrong Orders Does it Take to Lose a Client?

Fortunately customer automation management technology brings a new level of speed, accuracy and trackability to even the most complex orders and is able to prioritise short turnaround and critical orders.

OmPrompt’s customer automation management solution processes even the highest number of complex orders – and in any format – from faxes to emails to EDI. The reformatted orders are put straight back into your ERP system within minutes and any problems are flagged up immediately.

These orders are then distributed via your ERP direct to the appropriate people in real time with an extremely high rate of accuracy, thus greatly speeding up cycle times.

As a result, the problem of retailers delaying payment whilst your CSR follows a time-consuming paper trail is eliminated. Urgent orders with short cut-off times can be tracked and prioritised in real time and instead of being reactive, your CSR team stays fully in control and on

top of the situation, taking the stress out of cut-off times and greatly improving order cycle times generally.

Secret 3: automation helps you reduce errors, improve efficiency, reduce cycle times and improve customer satisfaction




Hardly any. If your current process is manual, or using old technology, your CSRs are being paid to input data and sort out problems that needn’t occur in the first place.

In fact, using customer automation management will cost you far less per order and the return on investment starts working in your favour, right from day one.

How Much Time and Effort Will it Take to Move to an Automated System?

The common concern, when it comes to implementing new software, is that the process of implementation could cost you sleep. When implementing the OmPrompt customer automation management solution, though, you’ll sleep like a baby.

This isn’t a disruptive ERP makeover.

We can get your first customer live within 5 days of project kick-off and get the whole order process running in weeks.

It’s fully tested before going live and your customers don’t even need to be told – they just carry on requesting orders any way they want to: by email, by fax, in a spreadsheet, or as a PDF, you name it.

Indeed, the only difference they’ll notice is that they’re spending far less time chasing progress and raising complaints.

Dare we say it, but far from losing you sleep, deploying OmPrompt may even get you promoted – it has certainly happened before.

Secret 4: automation takes less time than you might think… It might even turn a nightmare situation into a dream







You Will Not Believe it is... So Simple!



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As the pioneer of customer automation management, OmPrompt helps a growing number of the world’s leading brands eliminate gaps in the order-to-cash process that have tradition ally required manual workarounds.

OmPrompt has innovative ways of automating repeti tive manual work in the customer management cycle, enabling clients to free up resources, manage by exception, remove restric tions, and eliminate risks to their businesses.

Our intelligent, cloud-based solutions are delivered as a service, co-exist with EDI-based solutions, are quick to deploy, easy to extend, and offer an exceptionally fast ROI.

About OmPrompt

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4 secrets of successful order processing