Idea:
Better expose notes on an order to enable their use in larger environments to drive actions that improve customer service and internal processes.
Problem/use case it would solve:
Our warehouse will be using Pick and Pack for a company in the Grocery vertical market, with five staff initially, to handle packing of orders across some 4000+ SKU's in our product range.
At the moment, there's no way for our staff to easily communicate information to back office that needs action.
For example, we may need to substitute a product on a customers order (say bagged carrots, swapped for the equivalent weight of loose carrots).
Right now, staff have to use a chat room from a non-internal provider (not naming it for security reasons, or going into why not accessed from the P&P devices), where they need to manually retype in information, so someone in the Customer Service team can send the customer a substitution advisory through our CRM platform. And that presumes they remember to type that information in.
Other usage scenarios beyond substitutions include:
- Change of product barcode
- Change of product image
- Update to a products' pick location (in case it was inducted into the warehouse in the wrong spot, or someone didn't update the record after a mode)
When we go live with P&P, we're intending to use the Notes field, so the information to be actioned is recorded against the affected order. However, there's no 'single or exportable view' of Notes; and the only way these can be found is by querying the API.
Current workarounds:
We're investigating how the API could be used to at least get a list of notes, but the work to take the data it returns and make it actionable will be significant and time consuming, and won't really deliver the benefits that Notes could deliver.
