Orders in trouble are those whose available dates have slipped, perhaps because the vendors are now behind schedule filling orders. You can use the Customer Calling Queue to improve your customer service by monitoring any troubled orders waiting for products to fulfill the order.
You can also schedule a phantom process to automatically notify customers who have the Order in Trouble activity trigger assigned about orders they are waiting for that whose available dates have slipped.
After the system generates a notification for an order, it records the date and time that the notification was sent, and also records the new available date. Any subsequent checks only trigger a notification if the current ship date is different from the previous notification.
To notify customers about orders in trouble:
From the Orders > Reports > Customer Calling Queue menu, select Trouble Order Notification to display the Trouble Order Notify window.
Complete any or all of the following information to set the parameters for selecting which troubled orders you want to send notifications for:
|
Field |
Description |
|
Days in Trouble |
Enter the number of days difference between the Ship Date on the order and the Earliest Available Date of the product waiting fulfillment. For example, if you enter 2, the system sends notifications for orders that have 2 days between the ship date on the order and the day the product will be available. |
|
End Date |
Enter the orders’ ship date. We recommend using a future date to give your customers notice that their orders may be late. The system looks at all orders up to the date you enter here. |
|
Branch |
(Required) Enter the shipping branch for which you want to notify customers about trouble orders. To send notifications about orders from all your branches, enter All. |
|
Writer |
Enter an order writer’s user ID to limit notifications to only the orders written by that specific writer. |
|
Ship Via |
Enter the shipping method, for example, UPS to limit notification ton only orders with that ship via. |
|
Inside Sales |
Enter an inside salesperson’s user ID to limit notifications to only the orders for that specific salesperson. |
|
Outside Sales |
Enter an outside salesperson’s user ID to limit notifications to only the orders for that specific salesperson. |
Do one of the following to generate the notifications for your customers based on their activity trigger settings:
From the File menu, select Begin to generate the notifications now.
From the Options menu, select Schedule to schedule the process to run at a later time, or to set the process to run at regular intervals.
See Also: