Daily operations can be time-consuming and labor-intensive, especially when critical workflows encounter bottlenecks.
Examining your order processing workflow can illuminate areas for improvement. In this article, we will take you through order processing workflows: understand what an order processing workflow is, how it applies to courier businesses, and how to streamline your business’s order processing workflow.
What is an Order Processing Workflow?
Order processing is what occurs after an order is placed. This workflow includes confirming that products are in stock and order details are correct, such as delivery address and time. Products are picked, packed, labeled, and then delivered. In the world of courier services, some aspects of order processing are more important than others, so in this article, we will focus on the most relevant parts.
The three stages of order processing include:
- Receiving Orders
- Fulfilling Orders
- Post-Sale Processing
Let’s break down each stage.
Receiving Orders
Receiving orders can happen in several different ways. When it comes to courier services, the two most common ways to submit an order are through an online portal or directly with the company.
Direct order submission often requires manual entry. Whether speaking to a client on the phone, in person, or via email, an administrator will need to create and complete an order form with the details provided.
Online order entry portals, as well as other self-service options, enable clients to enter and submit their orders and relevant details independently.
Regardless of how an order is submitted, it is then transferred to an order management system or courier software. Then, the order must be confirmed as received, and additional steps may arise, like confirming relevant details. These details can include dates, times, locations, or pickup and delivery windows.
Fulfilling Orders
The stage of fulfilling orders does exactly what it implies: it gets goods into (or out of!) the hands of the client. Courier services' bread and butter is fulfilling orders. If you’re part of an established business, chances are you already have fulfillment down to the T.
Order fulfillment can be broken down further into assigning drivers, picking and packing orders, and carrying out the delivery.
Within courier services, assigning orders typically occurs through order dispatch. Dispatch management is crucial for coordinating deliveries, minimizing errors, and enhancing efficiency. A dispatcher often oversees incoming orders and assigns them to available drivers depending on route location, vehicle capacity, and time requirements.
When it comes to picking orders, there may not be a warehouse to pick inventory from. However, for courier services, there will almost always be a pickup location, and this step serves the same purpose.
Depending on your niche within the delivery industry, you may be picking up orders that are already packed. But sometimes, this responsibility may fall to you. For example, a courier service that transports food for catered events will be responsible for keeping food at safe internal temperatures. They may then have specialty items to maintain food at the appropriate temperature and need to ensure that it is packed correctly for transport.
Finally, the delivery is carried out. The driver safely transports the order from its pickup location to its delivery location and captures any necessary proof of delivery.
Post-Sale Processing
Some order processing workflows may end with shipping. But when it comes to courier services, the process doesn’t end there. Once an order is complete, invoices must be created, confirmed, and sent to clients. And, perhaps most importantly, customers must be satisfied.
A strong post-sale process ensures that customers feel supported. This can include customer support, ongoing engagement, and anticipation of future issues. Sometimes, offering special rates for star customers can help customers feel appreciated for choosing your services.
Understanding Your Workflow
Now that we’ve explored all three stages of order processing, it’s time to understand your workflow.
First, identify your current workflow. This can be done by following a new order throughout its entire lifecycle. Alternately, you can examine your system with a series of pointed questions.
Here are some questions to ask and answer about your order processing workflow:
Receiving Orders
- How are orders received?
- What system are orders input into?
- How are order details confirmed and verified?
Fulfilling Orders
- How does driver assignment occur?
- What systems are used to dispatch drivers?
- Are picking and packing applicable? If so, how?
- How are drivers routed?
Post-Sale Processing
- What system is used to invoice customers?
- Are any post-sale customer satisfaction measures in place?
Asking and answering these questions, as well as similar ones, will enable you to identify bottlenecks in your workflow. For example, manual order entry or disparate systems used for route optimization can both cause slowdowns. Fractures in your workflow can be fixed separately, but a patchwork approach will only set the scene for future problems to grow.
Instead, consider a system designed to support every part of your workflow, from order input to ensuring customer satisfaction.
Order Processing in OnTime 360
OnTime 360 offers a fully integrated system that supports every part of the order processing workflow, and beyond.
Here are some of the order processing workflow features OnTime 360 offers:
- OnTime Management Suite to set pricing, enter orders, and generate invoices
- OnTime Dispatch to coordinate drivers, assign orders, and optimize routes
- OnTime Customer Web Portal allows customers to place new orders according to your pricing structures
- Smart Route Optimization with up to 300 stops per route
- Route scheduling to create recurring orders automatically
- Real-time and historical GPS
- Eliminate human error with an internal address book and customer lookup
- POD systems and features to confirm safe delivery of orders
Streamline Your Workflow with OnTime 360
With OnTime 360, you can access a powerful suite of tools designed to streamline operations, enhance customer experience, and support business growth. The software’s robust features, including real-time tracking, route optimization, automated notifications, and seamless integrations, provide the efficiency and reliability necessary to meet the demands of today’s fast-paced delivery industry.
Investing in OnTime 360 means equipping your courier service with the tools needed to reduce errors, improve accuracy, and enhance overall customer satisfaction. Its flexibility means it is designed to adapt to your business needs, providing the support essential for long-term success. Our Start plan is geared towards startups looking for scalable software at a price that works for them.
Experience the benefits of OnTime 360 by purchasing, booking a demo, or starting a free trial today. Let OnTime 360 help you elevate your courier business to new heights.