Series Introduction
Customer orders get people excited, impatient, and asking, “when will it get here?” the moment they smash that purchase button. In fact, from the moment of purchase, an average order involves anywhere from five to fifteen separate customer communications before the order even reaches your doorstep—just to ensure customers aren’t feeling left in the dark about order updates, shipping status, or potential changes or delays.
For growing businesses, this poses some very common yet very bad-for-business-if-ignored questions: How do we maintain service consistency while we scale? While also keeping costs low? While also not overwhelming our team?
Many businesses in this growth stage don’t have sophisticated automated processes for the various workflows across their order lifecycles. They also don't realize how much time they're spending acting as the middleman between their ERP and their customers:
- Enter order.
- Copy information.
- Open email.
- Paste information.
- Format email.
- Send email.
Repeat this hundreds of times daily, for every stage of the order lifecycle. You get the picture.
For a recent client, a North American flavor manufacturer serving customers across the United States and Canada, these communication workflows were carefully documented and thoughtfully managed. The problem was that they weren’t a small business startup processing 1-2 order a week anymore. They now had dozens of talented employees who were spending hundreds of valuable hours every week performing work that NetSuite was already capable of doing.
Working alongside the client’s IT and Customer Success teams, Anchor Group designed and implemented a suite of NetSuite automations that transformed manual customer communications into intelligent, timely, status-driven workflows. The results speak for themselves, with fewer repetitive tasks, faster customer communication, improved consistency, improved accuracy, and more time for their very talented employees to focus on work that actually required human talent.
Here's how we did it:
If you ever need a partner that ships fresh, seamless NetSuite solutions directly to your metaphorical doorstep (while also ensuring you never feel left in the dark about updates, status, or potential changes or delays),
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