Without the right tools, meeting these expectations becomes a major challenge, leading to frustration on both sides.

The Challenges of Pre-Fulfillment Order Management

Meeting high customer expectations requires a proactive approach to order management. Here are some of the primary challenges companies encounter in the pre-fulfillment stage:

• Lack of Self-Service Options for Customers: Many companies struggle to offer customers the ability to initiate returns, track order changes, or request updates without speaking to a support representative. This lack of autonomy can lead to a poor customer experience.
• Communication Breakdowns with External Systems: In complex B2B environments, order updates need to be shared with external partners and systems. Without API-driven notifications, keeping everyone on the same page is challenging.
• Approval and Customization Needs: B2B orders often require multi-step approvals or customizations before fulfillment. Without a streamlined way to manage these needs, businesses face delays and added costs.

For companies that rely on traditional, manual processes, these challenges slow down the entire order process and create friction with customers who expect a modern, streamlined experience.

How Surge Solves These Challenges

Saltbox’s Surge package addresses these pre-fulfillment challenges by adding critical communication tools and controls to Salesforce OMS. With Surge, companies can streamline pre-fulfillment processes, keep customers informed, and enhance the overall order experience.

• Self-Service for Returns and Adjustments: Surge enables customers to initiate returns (RMAs) or adjust their orders via a self-service portal. This reduces the load on support teams while giving customers greater control over their orders.
• Real-Time Notifications: Surge allows Salesforce OMS to send API-driven notifications to external systems whenever an order status changes. This keeps external partners and systems updated in real-time, improving collaboration across the board.
• Enhanced Approval Processes: Surge streamlines approvals and customizations, making it easier for businesses to manage complex B2B orders that require additional checks before fulfillment.

With Surge, companies can provide the pre-fulfillment transparency and control that today’s customers demand. By streamlining processes and enhancing communication, Surge helps businesses deliver a smoother, more satisfying order experience from start to finish.

Curious about our accelerator approach? Check out our WTF is an Accelerator? blog for insights on why Saltbox developed solutions like Surge.