[ES] The 5+1 phases of the order management process (and how to optimise them)

Order management is a key process within those companies dedicated to the commercialisation of consumer goods. For this reason, it is important that you are familiar with the stages that make it up. Here you will find the phases and the advice you should follow to optimise your shipments and the best RAJA® products to leave a good taste in your customers’ mouths.

1. Receipt of the order

The moment a customer places an order, the chain is set in motion to ensure that their purchase reaches its destination. The consumer receives a notification (usually online), with the information regarding their order, which will allow them to follow its progress.

• Pay attention to inventory. The stock must be up to date so that there is no confusion with out-of-stock products. Plan replenishment with your supplier.
• Provide all the necessary information. Build trust by stating the terms and conditions of sale, delivery and return.
• Use a warehouse management system or WMS. These programmes will help you control all warehouse operations.

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2. Locating the products in the order

This is the first step in the preparation of the order, also known as pickingIn this step, the products are searched for and picked from the warehouse to proceed to packing.

• The Warehouse Management System or WMS will help you to avoid errors by producing picking lists automatically.
• If you have a large warehouse, make sure that this process is as efficient and fast as possible.

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3. Packing the order

Once all the products to be shipped have been located, the next step is packing. In addition to preparing the packages quickly, it must be done with the packaging that best suits the order.

• Have all the products necessary for the preparation of orders at hand.
• Make sure that the workstation is comfortable when packing.
• Use packaging that is self-assembly packaging to speed up the process.
• Avoid espaempty spaces in the inside the boxes.
• Think about the experience of unboxingthe package should be easy to open and the presentation should be attractive.
• Be EcoResponsibleAvoid over-packaging and try to make all packaging mono-material.

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4. Sending the order

Once prepared, you must send a confirmation to the recipient of the time of shipment and deliver the package to the transport agency so that it can be delivered to the recipient on time.

• Calculate the volumetric weight to optimise the invoicing cost of the shipment.
• If you send a customer satisfaction questionnaire by email a few days later, you will be able to get feedback from users to take into account for future orders.

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5. Delivering the order

This is the key moment to guarantee the optimal experience for the customer, who expects the delivery to be on time and the package to arrive in perfect condition. Trust in the transport company contracted is crucial.

• Itoffers different modes of transport and delivery. These can be home delivery with couriers, pick-up points, urban micro-hubs or pick-up by car.
• Check that customers have access to real-time tracking of their orders.
• Try to make delivery in the last mile as environmentally friendly as possible, as this is the most polluting part of the journey.
• Offer a 48-hour delivery service in the most urgent cases.

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[5+1] Returns management

Although it may seem that with the previous section the management of an order is finished, you must not forget the option for the customer to return the products.

• Develop a clear returns policy, informing them of the deadlines, reasons and conditions.
• Use reusable and returnable packaging to facilitate returns.

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If you apply our tips during the six stages of the ordering process, you will not only achieve optimal handling, but also a more satisfying experience for your customers. This will also ensure customer loyalty. Trust RAJA®, we won’t let you down at any stage of the process!