Capernow’s experience on order handling is that it to a large part can be automated and must be open for outsourcing to internal or external partners – equally it must be open to customer queries; that way the order process is secured in a standardized process and thereby constitutes a way to secure ultimate customer satisfaction.
The iTMS secures this by enabling the client sales representative and the customers to have a common view to the order process; the workflows are securing this by:
- Sharing information on order status – are the supplier waiting for additional information, this could be the case if the customer wants to have the number ported
- Location of handsets or other equipment – pick, pack and forward; track and trace can be shared upon request, easily obtainable when logging in to the web-site under “my pages”
- Sharing the status of customer questions or complaints, this can be shared via sharing instructions in the trouble ticket
- Ensuring provisioning, this is important in order to deliver the promised service to the customer quickly without frills.
Order handling is a vital part of the dialogue with your customers, it has to remain open and foreseeable – this keeps the customer loyal, a satisfied and profitable customer is the best mean to get new customers by word of mouth.