28 February 2018

Automation of order processing: 4 tools of retailCRM

We are telling about the 4 most popular tools of retailCRM for order processing automation
Automation of order processing: 4 tools of retailCRM We are telling about the 4 most popular tools of retailCRM for order processing automation. Automation is no longer a trend, it has become a real way for increasing the working speed of online store and reducing the human factor. It is believed that everything that can be automated, will be automated, otherwise the business will not survive. But let's analyze the advantages of automation in the here and now without getting ahead.

Order processing automation helps to:

  • improve the speed of order processing;
  • avoid possible errors or fraud attempts from the side of employees;
  • reduce customer cancellations

Let's look at the 4 basic tools of retailCRM, using which you can achieve such results.

Order statuses

Statuses help to manage order processing and track the current order status. Create enough number of statuses — this will make your work with orders convenient.

Please note that it is not necessary to create separate order statuses for payments, since there are separate fields for payments on the order page.
If your statuses have not been set up, look at the technical documentation on this theme.

Status matrix

The status matrix limits order transition from one status to another one. If the matrix is not set up, manager can change the order status to any status if desired. Potentially, this leads to the human errors and fraud attempts. Besides, it is not convenient to select the required status from the comprehensive list.

If the matrix is set up, the manager cannot change the order status "New" to the status "Completed", till the order has passed through the all stages of the sales funnel. In addition to the above-mentioned things, the matrix has a certain educational effect. The manager sees which stage is the next one and begins to delve into internal processes more quickly. And if you set up triggers which automatically assign tasks to the managers, when changing the order status, the manager will always know which operations are to be conducted so that the order would become "Completed".
Look at the instruction on setting up the status matrix.

Time limits

For each status you can set the maximum time, during which the order should stay at the particular status. If the time is expired, the manager will get a notification about the order expiration. This helps to pay attention to the orders that are not processed for a long time. Especially important thing is setting up the limits to the status "New", since it reduces customer cancellations.

Besides, the order gets a mark "Expired" in case of the time expiration; as a result, the leadership can monitor the problem points more efficiently.
Instruction on setting up the time limits.


Triggers act under certain conditions. This is a broad theme, for the number of conditions and actions is so high that should be discussed in a separate article. Now let's look at some examples.

Transaction notifications. By means of triggers it is possible to set up transaction notifications which will notify your customers about the order status and location via SMS and Email. Such notifications save your managers` time — customers will not call to your managers because they are already aware of the last information on the order.

Also, by sending notifications you can increase the number of customer pick up at delivery points. Create several triggers:

  1. A transaction letter is sent, when changing the status to «Arrived at delivery point».
  2. The second letter is sent, if the status is not changed during 2 days.
  3. If the status is not changed during the following day, the customer gets the third letter and the task on calling to the customer is assigned to the responsible manager.

Assigning tasks. Also, when changing the order status or custom fields, you can automatically assign tasks to the managers, showing them which step is to be taken next.

Changing managers. The tool is convenient, if there are several managers, processing one order. For example, when confirmation and prepayment have been received, it is time to transfer the order to assembling. Here you should change a responsible manager. Trigger itself can change the responsible manager, when changing the status, as well as automatically assign the task to the new manager.

Automatic calls. Triggers can initiate calls. For example, there is a status «Quality control» for the order after its delivery. When changing the order status to this one, you can change the responsible manager and call to the customer automatically, not wasting the time.

If you have never created triggers, look at the instruction.

In fact, retailCRM has much more possibilities for automation of order processing. We have considered only the basic tools you should start with.