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Customer order management is the act of capturing and tracking a customer's order. When a customer places an order with a company, it is imperative that the company deliver the order to the customer. A successful order is captured accurately, promptly billed, correctly packaged, and is quickly fulfilled (sent to customer). The foundation of an order management system is a listing of available products, including their SKU, the product name, a description of the product, and the product price. Customers should be able to search for products by keyword, or browse by product category. This assists the customer in choosing the correct items for their order.After the customer has ordered a product, the order system will capture the customer's basic information, including customer name, phone number, shipping address, and email address. The order system will then allow the customer to specify the shipping type. The order system capture the customer's payment information, including payment type, payment details, and a separate customer billing address if necessary. Most order systems will perform real-time payment verification--authorizing a customer's credit card or verifying the customer's checking information against a bad-check list. After the order has been properly captured, it is necessary to fulfill the customer's order. Most order systems allow a company to integrate with a third party warehouse/fulfillment house to package and deliver customer orders. The company can export a customer order file and send it to the fulfillment company, then the fulfillment company would send an order-completion file back to the company. This file is imported into the order system to update the status of each customer's order, so the updated information is ready in the event the customer calls and requests an update on their order status. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen: - Management metaphors at RichChristiansen.com. |
Customer Order Management
