Sales Order Entry for an Equipment Manufacturer

Sales Order Entry for an Equipment Manufacturer

Our customer, a supplier of washroom accessories and toilet partitions, the challenge was rooted in its order entry process. They approached ARDEM with their problem of improving the order entry process.

From everyday use to high-traffic areas, the company’s washroom accessories cater to various needs, ensuring satisfaction in standard, heavy-traffic, and prestigious facilities.

The Challenge

The company had a problem with managing their incoming customer orders. They had different types of customers, various purchase orders, and specific requirements in different regions. Managing all these details was tricky. To make things simpler and avoid mistakes, they needed help.

In addition to the order complexity, they faced another challenge – customers had no way to track their shipments. This meant that once customers placed orders, they couldn’t easily find out where their products were in the delivery process. There was no system or method in place to provide this information.

The Solution

To address both challenges – the complicated order process and the lack of shipment tracking –the company sought assistance from ARDEM. The challenge was not only to streamline the process but also to accommodate orders from different locations – the US and Canada – each with its own set of intricacies.

Crafting a Customized Order Entry Procedure

ARDEM embarked on crafting a sales order entry procedure aligned with the company’s operational intricacies.

Vital Components of the Order Entry Procedure:

1. Integrating Customer References:

ARDEM understood how important it was for the company’s customers to refer to specific details. So, they made it easy for them to mention quote numbers when placing orders. This allowed customers to place orders directly by mentioning the quote numbers on their purchase orders. The process included meticulous verification to ensure alignment with the corresponding quotes.

2. Communication Excellence: 

Clear communication protocols were established to tackle any ambiguities in orders. If there was uncertainty about an order, it was put on hold until all the needed information was gathered. This prevented potential errors. Transparent communication ensured the final order precisely mirrored the customer’s expectations. 

3. Efficient Specials Handling: 

Special items on quotes presented a unique challenge. ARDEM introduced a systematic approach – building special items when not referenced with a quote number. The company’s customers received a detailed screenshot of these items for approval, adding an extra layer of confirmation.

4. Seamless Collaboration with Customer Service:

The new sales order entry process involved a close working relationship with the Customer Service team. Orders requiring pricing approval or additional clarification, especially those already in process, were smoothly handed over to the Customer Service team. This ensured uninterrupted progression.

5. Step-by-step Guide:

ARDEM implemented a user-friendly step-by-step guide within the order entry procedure. This helped in addressing specific scenarios encountered by the company. From logging into the system using the appropriate credentials to validating ship-to addresses and selecting shipping preferences, every detail was meticulously outlined. This step-by-step approach aimed to handle specific situations that the company often faced.

6. Real-time case study:

An Account Manager at ARDEM shared insights into the real-time execution of the process. Receiving purchase orders from Buyers started the order entry process. ARDEM input orders based on the company’s customer requirements. The emphasis was on accuracy – understanding customer needs and translating them into correct customer orders. 

Tracking and Freight Details

Beyond the streamlined order entry, ARDEM recognized the significance of providing our client’s customers with enhanced visibility. Acknowledging the common need to know shipment dates, approximate delivery dates, and freight terms, ARDEM introduced an innovative solution.

Providing Shipment Tracking:

Understanding the customer’s need for real-time information, ARDEM implemented a system where customers were provided with unique tracking numbers. These unique identifiers allow customers to effortlessly track their orders. They also provide insights into shipment timelines and delivery expectations.

Addressing Freight Term:

ARDEM ensured that customers received clear and comprehensive information about freight terms. Whether the product was to be shipped by truck or through RTL, customers could easily access this vital information using their unique numbers.

Benefits of Using ARDEM Outsourcing Services

The collaborative efforts of the company and ARDEM resulted in a revolutionized order entry landscape. The benefits were substantial:

1. Enhanced Accuracy:

The standardized data entry process significantly reduced errors. This meant that orders now matched exactly what customers wanted. Everyone communicated clearly, and the special items were handled in a careful way to make everything even more precise.

2. Improved Efficiency:

The simpler process made everything work faster. This made the whole shipping system for the company faster and more flexible.

4. Transparent Communication:

Transparent communication protocols, both within ARDEM and with the company, led to a collaborative environment. Any ambiguities were swiftly addressed, fostering a culture of clarity and understanding.

5. Adaptability to Regional Specifics:

The order entry procedure seamlessly adapted to the regional nuances of the US and Canada. Prefix distinctions and considerations for specific scenarios ensured a flexible yet standardized approach.

6. Customer Empowerment:

The introduction of tracking numbers empowered customers with real-time tracking capabilities. These let customers see where their orders were in real-time. They could check when things were going to arrive and how they were being shipped.

Optimizing the order entry process is an ongoing success story. There has been continuous improvement with the use of customer-centric solutions.

ARDEM utilized data research, data analysis and business intelligence expertise to address customer challenges and provide customer tailored solutions to enhance customer visibility.
Thus, we have not only streamlined the order entry process but have also contributed to the overall efficiency and customer satisfaction of the company.