What order management automation is and how can it improve your customer experience?
As individual consumers, order management issues are at best a major annoyance. At worst, they’re a reason to swear off purchasing products from a particular company again in the future. But in the B2B realm, issues caused by outdated manual ordering processes can be detrimental not only to a company’s overall customer experience, but also to their profits, staff engagement and process visibility.
In Episode 5 of Esker On Air, host Scott Leahy chats with Nick Carpenter and Chaz Narwicz — Esker’s experts on what it looks like when B2B companies get order management right, and the pains associated with getting it wrong. Discover the how order management automation can help businesses create a better customer experience, gain process visibility and emerge from unprecedented business disruption even stronger and more efficient than before.
The Current State of Order Management
According to a research study done by NewVoiceMedia, U.S. companies lose more than $62 billion annually due to poor customer service. Most consumers can probably pinpoint a time where they ordered a product and it either didn’t come on time, wasn’t what they ordered, or the process of ordering was a confusing, hot mess. These order management issues translate to B2B companies as well. And since order management is one of the few processes that influences everyone from customer service and IT to the supply chain and finance, organisations are learning that their traditional, paper-based order processing methods are unsustainable and in need of modernisation — especially in the wake of the mass economic disruption that has drastically altered the needs of enterprises worldwide and the global business landscape in general.
How Automation Helps
When you boil it down, the primary goal of order management automation is to streamline processes, cut costs and enhance customer experience to bolster your bottom line. If workflows are digitised and CSRs have the tools they need to be highly efficient, the positive impact can be monumental. In addition, the need for remote-work capabilities has shot to one of the top priorities for business leaders, as the option of managing orders in office (or entering an office in general) has been taken away for many organisations. Luckily, a flexible order management solution addresses those evolved needs head on — promoting business continuity and remote work, providing CSRs more time to better do their jobs, and delivering complete process transparency.