The order tracking system allows the customer to gain insight into where their order is at any given point in time. From the time an order is placed until it is delivered, the customer wants to know:
- Has my order been filled? (means is it picked, packed and ready to ship?)
- Is the order correct?
- Are any items missing or are there problems with my order?
- Is my order still in the warehouse?
- Has my order been picked up for delivery process?
- Where is the order right now?
- When will it be delivered?
Answering these questions for the customer requires visibility across multiple processes and systems. Many Customers tend to think of orders holistically and they are not satisfied with an order tracking system that only allows partial visibility. It’s not enough to know when an order has been filled—customers want to follow the order from its initial placement right up until it arrives at their door.
The order tracking system needs to be able to follow and provide insight into the status of the order through its entire journey to the customer, from initial order to the warehouse where orders will be filled, and finally to logistics in which the order will be picked up and delivered to the carrier.
Obviously, The order tracking system is not a standalone system.
Why Is an order tracking system important?
The order tracking system is important because it is a key component of all customers experience and which is gaining more and more important in the B2B space. B2B brands were focused on price-led marketing and now touting the value of the customer experience as a tool for retaining their customers and growing their brands.
The order tracking system allows you to improve your customer experience and also meet your customers’ needs for order accuracy throughout the entire ordering, delivery process and fulfillment.