CASEBLOCKS SOLUTION

Order Management System

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Order Management System image

Order Management System

Automate your sales fulfilment processes with the CaseBlocks Order Management System.

The CaseBlocks Order Management System can be customised to suit your business and is suitable for managing both e-commerce and traditional offline order processing. CaseBlocks can help to increase the throughput of orders within your system by automating repeatable processes and allowing you to focus on those orders needing intervention.

CaseBlocks allows you to track orders, implement service levels, automatically generate risk scores and more. So, if you have outgrown your standard order management package or it doesn’t have the functionality you need, then CaseBlocks can help.

CaseBlocks is easy to integrate with your existing cloud or on-premise systems, such as order capture websites, warehouse management, branch or delivery systems, allowing you to create efficient straight through processes

Processing E-commerce orders with CaseBlocks

Capture orders directly from your website with CaseBlocks.

CaseBlocks e-commerce templates include everything you need to get up and running to start processing orders straight away. You can adapt the default templates to create different processes for different order types, such as consumer paid for orders, or credit-based orders from your business customers.

The CaseBlocks Order Management System connects to your existing order capture sites through the CaseBlocks API server so that whenever an order is placed on your website it automatically appears in CaseBlocks. Once your order is inside CaseBlocks, it’s managed according to your order management process to ensure every sale is fulfilled correctly.

Easy to use tools help you define the tasks to be carried out at each stage of your process and adapt as are your requirements change following internal innovation or external forces.

Processing E-commerce orders with CaseBlocks image
Processing Offline Orders with CaseBlocks  image

Processing Offline Orders with CaseBlocks

Manages orders across multiple sales channels.

Your orders come in from various channels: online, over the phone, by email, face-to-face, traditional mail, or from business partners. No matter how you receive them, your orders still have to be processed.

With the CaseBlocks Order Management System, orders can automatically be transferred to CaseBlocks or entered manually when you receive them within the web browser. You can even import your historical order data to retain continuity. CaseBlocks can be configured to highlight any invalid data entries in your .csv file to help minimize errors and protect the quality of information in your system.

By using CaseBlocks to manage your order processing, you can reduce paperwork by storing digital copies of documents such as invoices, order forms and customer correspondences, increase the efficiency of your processes and focus on fulfilling customer orders.

Find out more about the power of CaseBlocks. Discover more

Features

Design your Process

CaseBlocks Order Management System comes with ready to go templates which you can use straight away to start processing orders and managing workflow. Its low-code configuration tools allow your non-technical process owners to modify these templates to reflect unique ways of working. This lets them customise your Order Management System to suit the stages orders go through in your process, using the language of your business.

You can also add new templates to automate other manual processes in your business, helping your operations become lean and efficient.

Service Levels

When your customers place an order, they have expectations of your business which you need to meet. They may expect a response to their order within 1 hour or delivery within 3 business days. Implementing service levels can help you meet these expectations.

Service levels can be created within your Order Management System using your own business rules such as ‘source secondary stock in 3 hours’ which will flag orders which are about to breach these service levels. This can help identify bottlenecks in your process and flag orders which need investigated.

You can create a service level for the full end to end process, or you can create service levels on individual activities. Each service level has jeopardy and breach conditions and you can tell CaseBlocks to behave differently in each of these states. You might like a gentle reminder when an order is in jeopardy of breaching its service level, and if it is breached, emails can get sent to team leaders. Custom behaviour based on your unique business rules can also be encapsulated in JavaScript, and triggered when service levels start to trigger.

Risk Scoring

Fraud is a big concern for all businesses, particularly online retailers. For example, reducing this risk of card chargebacks saves money in lost sales revenue. In CaseBlocks, reducing your exposure to fraud is done through risk scoring.

Once your e-commerce website sends an order to CaseBlocks, your own custom scoring algorithm can assess the order’s risk and make decisions on the next best action such as send to warehouse for fulfilment or send to fraud team for handling. You can create your own scoring system to identify risks from credit cards, email addresses, size of orders and location of orders. Risk scoring can also be applied to orders received from other channels.

When configuring your customer record, a risk score can automatically be calculated and displayed against each customer, helping your order management team when dealing within customer interactions.

Order Tracking

Each order has a status which reflects where the order sits within your overall process. The status is viewable inside the CaseBlocks Order Management System, or can be presented by calling the CaseBlocks API from your website or mobile apps. This status allows your users to track orders as they move through your system.

Automated alerts can be triggered when an order changes status so that your customers can be informed as orders move through your process. This will help reduce the number of enquiries your customer service team receive from customers wanting to know the status of their order and increases the level of transparency within your process, improving customer trust and subsequent Net Promoter Score.

Exception Handling

CaseBlocks templates aim to automate your order management process, but when something out of the ordinary happens, such as a high risk score, or a product missing from stock, CaseBlocks allows you to move those orders into work queues and then share them with specific teams for handling.

Your organisation can focus on operating as an exception management business, which ultimately helps improve the operating margins of your business.

Product Catalogue

If you don’t already have one, the CaseBlocks Order Management System offers a product catalogue which can be shared with your e-commerce sites and other order captures systems.

The product catalogue can also be integrated with your existing product catalogue or stock management system using web services with regular synchronisation.

Reporting

Understanding what is going on inside your order management process is important for all businesses and is done in CaseBlocks through in-app real-time reporting or custom reports written against the CaseBlocks API. CaseBlocks data can also be exported into your reporting database and analysed off-line.

These reports provide senior management with a clear overview of activity within your order management system and allows them to identify areas of your process which can be optimised further.

Workflow

Your orders flow through different areas in your business from initial capture on a customer facing website or contact centre, through financial, stock, supply chain and fulfilment activity. CaseBlocks provides tools to automate the passage of orders through these different stages with user-configurable work queues called ‘buckets’, which represent groups of orders at a similar stage. Users at each stage are given access to buckets through a set of administrator controlled permissions, allowing them to focus only on the work that is important to them.

Single Customer View

Your CaseBlocks Order Management System provides you with a Single Customer View which brings together everything you know about a customer into one place. The SCV can be customised to display the customer data you specify in your template along with all of the work done on behalf of that customer such as orders, returns, refunds and complaints.

Within the Single Customer View, Summary cards allow you to display key data for that customer such as their credit status, segment and lifetime value. These help your users quickly understand who the customer is without having to delve in deeply to their history before processing any work.

Supporting Additional Processes

As well as the core order processing templates, CaseBlocks allows you to add other processes templates to your system to cover refunds, replacements, goodwill gestures and warranty claims. This allows you to expand your CaseBlocks solution as your needs grow.

CaseBlocks can be used to manage other areas of your business outside of your order processing. For more details about expanding your CaseBlocks solution visit the CaseBlocks Product page.

Connecting your website with CaseBlocks

CaseBlocks is API driven, giving your website a mechanism to send every order over for processing using standard web programming. Dropping a JavaScript function into your website and calling it from the ‘order confirmation’ button will help you make the transition:

function createOrderClicked() {
  jQuery.post('http://login.caseblocks.com/case_blocks/order.json', {
        'order': {
          'title': "New Web Order", 
          'first_name': "Joe",
          'last_name': "Bloggs",
          'email_address': "[email protected]",
          'line_items': [
            {"description": "Delightful Coffee Mug", "Quantity": 4 }
          ]
        }
      }
    )
  }

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