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1. Scope
The scope of this process is to provide a more detailed insight into the various functionalities available to consultants for proper order management. This includes understanding how to handle different situations that may arise and accessing all necessary information in greater detail, whether for processing their own orders or third-party orders.
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Order Entry
Understanding various methods of order management
Statistics
Management through specific information (filters)
Understanding the different stages an order goes through.
Execution of rules during the order process
Analysis and improvement
1.2. Software Coverage
Order Creation
Frontend
Web
Bot
Backoffice
External
Web Services (WS)
File Handling
Backend **
Order Management
State-based Statistics
Filtering and searching for pending orders.
Order management (edit, cancel, pay)
Order status
Design of states & rules
Processing and release
Validations, rules, and pending management.
Application of pricing and offering rules
Loyalty and incentive program
Release (treasury and credit)
Decommissioning and Cancellation
Analysis and improvement
Orders
2. Definitions
Order Status: The order status represents the exact situation in which the order currently exists.
Audit: Audits are records of a process that has been executed, stored with all relevant information (e.g., who executed it, what process was executed, and what result was obtained).
Price Lists: Price lists are a benefit that can be granted to a segment of customers and/or company personnel. This refers to the assignment of different prices for products depending on their sales performance or as a motivational incentive.
Mail Plan vs. Mail Group: Mail Group is the relationship between a Mail Plan and a territorial division (zone), which allows for more organized and detailed logistics dispatch. Mail Plan is the date on which an order can be placed within a calendar. The territorial division is configured in the Zoning Manager. Mail Group allows for a specific zone to have a Mail Plan date for executing commercial activities (order taking).
Order Processing: It is the system process that evaluates each of the created order states, checking if it meets all the conditions and rules defined to proceed to the next state.
Why Apply Rules to Orders: Rules in the system are a set of conditions defined to execute a process or functionality.
Pending Actions: Pending actions are validations that are triggered when something occurs in the order or if a task was not completed correctly, to ensure validation and correct processing.
Backorders: A backorder is an order that has not been completed, often due to a return or when it has not been finalized (draft order).
3. Key Features
Various Ordering Methods: Orders can be placed through different channels, all offering the same functionalities, providing greater flexibility and agility.
Order Management: Comprehensive order management and control are possible, from order entry to dispatch. The platform offers a range of features to process and track order information by status, enabling decision-making and action planning when needed.
Audit Logging: The platform provides access to audit logs to facilitate order management and to track the various flows and processes that orders have gone through or that have affected them.
Order Comments: When managing orders, it's important to track any new developments or suggestions that can be applied to the order, whether from customers or consultants.
Multiple Reports and Widgets: The platform includes several reports that assist in order management, allowing you to track orders by status, values, and other relevant information.
4. Conditions
To effectively utilize the software functionalities, it's necessary to have predefined technical and/or business elements, such as:
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Define Order Types: Establish which types of orders can be applied to the system, for example, web orders, Backoffice orders, microsite orders, chatbot orders, etc.
Define Order States: Determine which states will be applied to the orders (New, Payment Validation, Released, etc.).
Conditions for Placing an Order: Specify the workflows and their sequence when an order is taken (Offers, checkout, catalog, online, cash on delivery, etc.).
Establish Rules for Execution During the Order Process: Set up rules that will be integrated into the orders (service level, minimum amount, shipping cost, etc.).
Define Sales Force Access Scope: Grant permissions to the sales force/consultants for carrying out additional actions related to orders (cancellation, editing).
5. Operation
5.1. Journey
Carla in Operations is responsible for order management and ensuring they follow the appropriate workflow.
Carla can place orders for herself or for third parties.
During or after order creation, it's crucial to manage them effectively to prevent issues and address any questions that may arise.
For efficient management, this can be done using:
Filters
Statistics
Audits
To ensure orders are processed correctly and delivered, they must go through validation checks and rules (if configured).
Carla manages the release of orders or, if necessary, can edit or cancel orders based on the roles and permissions granted by the company.
Lastly, Carla has various options for monitoring sales and orders. Additionally, she can generate reports on specific topics such as invoices, orders, canceled orders, and more.
6. Configurable Elements
The following are the elements to configure in the software:
6.1. Main Configurations
Create types of orders to be managed.
Configure order states.
Configure the order entry wizard for each type of order source (E-commerce, Backoffice).
State machine for order processing.
Processing steps.
6.2. Related Module Configurations
Configure the commercial calendar (cycles/campaigns).
Configure Mailplan and Mailgroup.
Configure catalogs.
Price lists based on ranking or company-established rules.
Payment methods configuration.
Payment conditions configuration.
Types of credit configuration.
Rules for associating offers in the order.
Order status configuration for picking (Integrations).
Enable automatic dismantling of draft orders (Environment variable).
Specify in which order statuses orders can be edited and in which they must be locked (Environment variable).
Control visibility of the shopping cart (Environment variable).
Control visibility of comments and documents in the order steps (Environment variable).
Configure BOT credentials.
User configuration for integrations.
Processing cron jobs / Processing Triggers.
Establish rules for order processing.
Configure incentive rules.
Configure rules associated with each validation step to streamline the order (Release, payment validation - credit limit).
6.3. Module Configuration
6.3.1. Workflow
From this administrator, you can configure the steps that will be included in order workflows.
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For example, some workflows may include a step for offers, while others may skip it. Some workflows may combine address and payment steps into a single step, while others may have them as separate steps, meaning two distinct steps.
6.3.2. Order States
For better control and management of orders, it's important to have various states defined within the company. Each order state represents the exact status of an order and the actions that have already been performed or are currently in progress.
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Having these elements in place ensures that order states can be effectively configured and managed to facilitate the order processing workflow within the system.
6.3.3. State Machine
Order processing is the flow of validations that an order can go through from its creation to its invoicing.
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To configure order processing, it's essential to have the following set up beforehand:
Order states.
7. Alcance Detallado
For any company, it's important to understand the various channels through which orders can be created.
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7.1. Order Entry
Order creation can be done through various means, including:
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7.2. Order Management
Order management is a process designed within the system to control everything that happens with orders from the moment they arrive at the company until their entire lifecycle is completed. This process encompasses activities such as order processing, tracking, validation, and fulfillment to ensure orders are handled efficiently and accurately throughout their journey within the company's operations.
7.2.1. Statistics by States
For any company, it's important to identify and understand how the sales cycle and orders are performing at each defined state.
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These tools provide valuable insights into order performance and help in making informed decisions regarding sales strategies and operations.
7.2.2. Behavior History
For companies, it's important to have a parallel or comparative view of order behavior and status.
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S4DS provides graphs that allow you to visualize metrics related to order states, showing whether there has been an increase, decrease, or equivalence in orders compared to previous and current cycles/campaigns. This historical data provides valuable insights into trends and changes in order patterns over time, helping businesses make data-driven decisions and adapt their strategies accordingly.
7.2.3. Order Filtering and Search
Filters allow for specific searches based on particular information, making order management and tracking more efficient.
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Using these filters helps streamline order management and allows users to find and focus on the orders that are most relevant to their tasks and responsibilities.
7.2.4. Order Management (Edit or Cancel)
There is an option to edit or cancel orders, with the condition that the order must be in a valid state to execute such actions. This validity is determined based on the configuration set by the company beforehand. This feature allows for flexibility in managing orders, but it's subject to predefined rules and permissions to ensure proper control and accuracy in the order processing workflow.
7.2.5. Comment Tracking
From the order module, it's possible to add comments to a specific order. These comments are added from the order details and can be visible in the order summary. This feature allows for the tracking of suggestions made during the order-taking process or questions that may need resolution in the future. It enhances communication and documentation within the order management system, ensuring that important information and discussions are recorded for reference and follow-up.
7.3. Order Status
For better control and management of orders, it's important to have various states defined within the company. Each order state represents the exact situation of an order and the actions that have already been performed or are currently in progress.
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These rules and order states are crucial for maintaining transparency, accuracy, and efficiency in order processing, allowing the company to have full control over its order lifecycle.
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7.4. Processing
Order processing involves a series of validations that an order goes through from its creation to invoicing. This process allows for a detailed examination of each phase of the purchasing process, with various validations based on order conditions, to ensure that orders are invoiced correctly and meet the correct lifecycle, accuracy, and timing.
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7.4.1. Validations, Rules, and Handling of Pending Orders
In this section, you can review orders that were not automatically processed, orders that are pending or in progress. You have the option to reprocess these orders for a reevaluation against the established rules and conditions or to force them to continue through the process.
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This capability is valuable for managing orders that may have encountered issues or exceptions during the automated processing, allowing for manual intervention and decision-making to ensure orders meet the required criteria for further processing or fulfillment.
7.4.2. Application of Pricing and Promotion Rules
Commercial and marketing strategies play a significant role in every company's business management and growth.
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S4DS has the functionality to evaluate offers created when orders are entered. If an order meets the established conditions, the system will display information in the offers tab, indicating what can be requested as a result of the created rule. This feature allows for the automatic application of pricing and promotion rules, enhancing the efficiency of order processing and ensuring that customers receive the benefits they are eligible for based on the defined criteria.
7.4.3. Loyalty and Incentive Program
S4DS has the functionality to create rules that are evaluated when processing orders. If an order meets the defined conditions, it assigns the result of the evaluated rule.
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This capability enables the implementation of loyalty and incentive programs, providing customers with rewards or benefits based on their order composition or behavior, thereby encouraging repeat business and fostering customer loyalty.
7.4.4. Release (Treasury & Credit)
In this step of the processing, the system internally validates the following:
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If the order meets these criteria, it can be invoiced. If it doesn't meet any of these conditions, the process leader can perform specific actions to address the issue preventing the order from being processed. In some cases, the order may need to be canceled. This step ensures that orders are only released for invoicing when all financial criteria are met.
7.4.5. Order Dismantling
In this step, once an order is canceled or dismantled, the units that were previously allocated to the order are returned to inventory and become available for other orders. This ensures efficient allocation of inventory and prevents units from being locked up in canceled or incomplete orders, making them available for future sales.
7.5. Functionality and Enablers
7.5.1. Manual Order Processing
This involves the process leader manually guiding the order through each of the states so that the system can evaluate the rules associated with each state. If a rule is not met, the order remains in that state until the process leader manages its compliance, either canceling it or moving it forward to invoicing.
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Orders can be processed individually or in groups using various filters such as mailgroup, zone, by customer, by campaign, by state, and more. This manual processing option provides flexibility and control over the order processing workflow, allowing for intervention and resolution of issues as needed.
7.5.2. Automatic Order Processing
To process an order automatically, it's necessary to have an environment variable (configuration) set with three different values:
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These inconsistencies are directly related to the rules established for each state, such as service level, payments (accounts receivable, excess, advance payment), exhausted incentives, and more. Automatic order processing options provide flexibility in managing orders, either manually or automatically, based on the company's workflow and requirements.
7.5.3. Processing Audit
In any process, having an audit trail of the executed actions is important for the purpose of reviewing the final outcome and tracking all the processes that have been performed. To facilitate this, S4DS has a processing audit module that records and stores the results of all processes and actions executed. This audit trail serves as a valuable tool for monitoring, troubleshooting, and ensuring transparency in the order processing workflow.
7.5.4. Reports
For a company, obtaining reports is crucial to have access to all activities and movements within a specific period. Through these reports, companies can measure the performance of strategies designed to increase sales at a more detailed level.
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These reports provide valuable insights into sales activities, order status, and performance metrics, enabling businesses to make data-driven decisions and effectively manage their sales processes.
To continue with the training on the S4DS platform, access the Session 10: Credit.
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