Touch CMS - Product Status
We are now at a point where a customer has placed an order and using the magical word, it is “efficiently” being dealt with straight away having been brought to the attention of your staff using the Touch “Desktop Opener”.
So we have an order. I’m sure like yourselves we call it a “New” order. One that hasn’t been dealt with yet by a member of staff. But when it has, how do you stop other staff members from dealing with the same order and how quickly can your process managers find out where in the process a specific order is?
We deal with this complex issue by giving each order a status. Along the process of being dealt with from receiving an order to dispatch, the status of the order changes accordingly.
All orders whose payments have been approved change to a status of “New” whereas orders that have not been approved by your payment provider have a status of “Pending”.
As soon as a member of staff sees that a new order has arrived within the Touch system, they are able to list down the orders and click upon the new order. This opens up a window on their desktop with the details but more crucially a series of status options at the top of the screen. The staff member would then click upon the status of “Process” which signifies that a member of staff is dealing with this order and no time is wasted by other members of staff duplicating the work.
A status of “Process” is now when the order details are usually printed out ready to be handed to the person that deals with obtaining the products from the warehouse or stock room. This printed form is dealt with in method 3 but the generation and printing of this ensures the next step of finding the order in the system again happens quickly saving time.
After the items have been located they will go into a packaging process and again the status of the order can be changed to “Packaging”.
At this stage it is worth pointing out that not only can you see where in the process an order is using Touch, but your customer can also see the same status if you have opted for the “Customer Account” option in your solution.
As the order moves from packaging to dispatch then accordingly so can the status. When dispatched both an email and a text message can be sent to the customer indicating so.
So we now have in place a method to ensure that no matter when an order is in your process, it is correctly assigned a status. Our solution ensures that work is not duplicated in respect of dealing with the same order and time is also not wasted by staff determining what is happening with an order if for instance the customer rings up.