Customer Service for Personalised Products can be a bit of a challenge as many orders are in a batch of 1 so there is potential for a high volume of calls / problems if you are not organisers and on top of your supply chain and customer communications.

Gateway OMS has been designed especially for managing orders for these type of products and includes lots of useful features to improve and automate your customer service. Detailed below are our top tips for handling customer service and examples of how Gateway OMS can help

Tip 1 – Make sure all orders are with suppliers and can be produced

As our OMS Dashboard says “Let’s take a look at how your are doing” and the above dashboard is all you really need to get an overview of your orders. In simple terms the following should be true

  1. Orders awaiting action should really be zero – if there are any orders here this means they have not been sent to the supplier yet
  2. Orders should only have the status In Production (if you are printing yourselves), Received by Supplier (If you have sent) or Despatched
  3. Orders in production should be low or non existing at the end of a day as the objective is always same day despatch
  4. Orders despatched should at least equal orders received to check you are keeping up with demand

The good news is – if you have OMS the distribution of orders is automated – you just need to keep an eye on your supply chain performance

Tip 2 – Resolve & Manage Errors & Issues Every Day

Just below the “Order Status Summary” on your OMS dashboard are these rather useful tabs that display all the orders that are either

  1. Not yet being processed by your supplier or
  2. Have errors on that need clarification from end client before they can be made

Again in an ideal world at the end of each day there should be no orders in either of these lists – we certainly recommend using the “On Query” status to flag any orders where more details are needed from the client – so any delays can be easily explained later if needed


Tip 3 – Make Notes On The Order & Update Status

On the Order Info tab you can add customer service notes and even change order status. We think this is essential to the smooth running of your business so that multiple people can see what is happening and you can communicate electronically with your supply chain. Here are some example applications

  • Update address details – no status change
  • On Hold – order has been put on hold by customer (can only be actioned if not in production)
  • On Query – problem with personalisation details supplied so cannot be printed until reolved
  • Rebatch – order arrived damaged or issue with quality

Tip 4 – Use The Audit Trail to Confirm Details

This is the “History” tab on order details and tells you exactly what has happened to that order and who has made the changes. Really essential in giving quick and accurate feedback. This helps solve issues without the needs for extra phone calls & emails such as

  • When an order is delayed – why it was delayed
  • When an order is being made and has been despatched
  • If a supplier has received an order and if any issues with the agreed SLA
  • Any recurring issues with customers calling up and what has been said


Tip 5 – Use Automated Reports to Double Check

Whether you are the boss looking to check up on your team or just prefer to get an email reminder rather than looking at the dashboard our reports can be set up to email you each day or you can run them manually whenever you want. Standard reports are avilable to

  • Inform you of any orders not confirmed by suppliers or in production
  • Any orders not delivered that should have been
  • Any orders “On Query” that cannot be delivered