[Operations] Custom Order Management
Alura
Do you sell custom orders? If so, we would love to hear more about how you mange the process.
Custom orders are the top-selling item across multiple of our shops, and we've developed a streamlined process using a Google spreadsheet to track and manage these orders efficiently (image below).
Here’s how our process works:
- Design Needed: As soon as we receive a custom order, it's automatically added to our spreadsheet without an order status. Our team manually enters the order details. Once this is done, the status is updated to "1. Design Needed," signaling the beginning of the design process.
- Design Complete: At this stage, our designers take the helm. They use the provided details to create the design. Upon completion, the order is marked as "2. Design Complete," and the design file is uploaded to the spreadsheet.
- Waiting for Customer: Next, we send the design to the customer for approval. Following this, the order status changes to "3. Waiting for Customer," indicating that we are awaiting their response.
- In Production: Once the customer approves the design, the order moves into production. The status is then updated to "4. In Production."
- Complete: After the order is fulfilled, we follow up with the customer to provide tracking information. The order status is finally set to "5. Complete."
Additionally, we have two special statuses for particular scenarios:
- Revision (x): If a customer is not satisfied with the design, the order is marked as "x. Revision." Necessary changes are noted in the spreadsheet for further action.
- Cancelled (x): In the event of an order cancellation, the status is updated to "x. Cancelled."
To make our communication with customers more effective, we use standard message templates that are personalized for each customer based on their specific order details. This approach ensures that our communication is not only consistent and professional but also tailored to the individual needs and queries of each customer, enhancing their overall experience.
— Exploring a Streamlined Tool —
We are currently exploring the possibility of creating a tool that encapsulates this process for greater efficiency and ease of use. Potential features of this tool include:
- Custom Order Selection: Ability to select which orders are custom, which are then automatically added to the custom order process.
- Process Management: Manage the entire process through a user-friendly Kanban board or a list view, offering clear visibility and control over each order's status.
- Automatic Completion Updates: Orders marked as completed could automatically update their status to 'Completed and Shipped' on Etsy.
- Personalized Customer Communication: Incorporate a feature for sending standardized message templates that are personalized for each customer based on their specific order details.
— Where we would loooove some input! —
- Do you sell custom orders, and would you be interested in using a tool like this to manage your process?
- How does your current process for handling custom orders compare to ours?
- Do you have any recommendations on how we could improve our process?
We appreciate your time and thoughts!