In today’s fast-paced business environment, it’s important to effectively manage orders to ensure customer satisfaction, increased revenue, and cost savings. That means you need to actively consider your order management system.

In this article, we’ll define phone order management, its benefits, how to implement it, and best practices for its use.

Understanding customer order management

So what is phone order management? In a nutshell, it’s the process of managing orders received over the phone.

Phone order fulfillment involves managing customer orders that are received over the phone. This includes:

  • Taking customer orders
  • Ensuring order accuracy
  • Processing orders
  • Managing inventory

By effectively managing phone orders, businesses can improve customer satisfaction, reduce errors, and increase efficiency.


According to a study conducted by the National Retail Federation, phone orders account for over 30% of all orders placed by customers. This highlights the importance of effective customer order management for businesses.

Benefits of phone order management

Benefits include:

  • Improved order accuracy
  • Streamlined order processing
  • Increased customer satisfaction
  • Enhanced inventory management

Let’s unpack those a bit further:

Improved order accuracy:

Fulfillment managed over the phone helps improve order accuracy by:

  • Ensuring people order the right products
  • The correct quantities are ordered
  • The order is placed in the correct format

This helps reduce errors, improve customer satisfaction, and save time and money.

Streamlined order processing:

This type of order management helps streamline order processing by automating the order entry process. This reduces manual data entry errors and speeds up the order processing time. By streamlining order processing, businesses can save time, reduce costs, and improve customer satisfaction.

Increased customer satisfaction:

Phone order management can help businesses improve customer satisfaction by providing a convenient and easy-to-use ordering system. This ensures customers can quickly and easily place orders, resulting in higher satisfaction rates and increased loyalty.

Person placing order using phone

Enhanced inventory management:

Effective customer order management helps businesses manage their inventory more efficiently. This includes tracking inventory levels, forecasting demand, and ordering products in a timely manner. And by enhancing inventory management, businesses can reduce costs and improve profitability.

Implementing phone order management

It can be a challenging process to successfully implement effective customer fulfillment. But it’s essential for businesses looking to improve their bottom line. The following steps can be taken to successfully deliver fulfillment:

  1. Determine the scope of the project: Decide what order management system is needed, what features are required, and what resources are available.
  2. Develop a plan: Create a plan that includes a timeline, budget, and implementation strategy.
  3. Select a system: Choose a system that meets the needs of the business, such as order entry, inventory management, and customer relationship management.
  4. Train staff: Train employees on the new system, including how to take orders, process orders, and manage inventory. If you’re using a virtual receptionist service, make sure they’re aware of your system and test to ensure they know how to use it.
Phone and computer on the table showing order management

Challenges include resistance to change, limited resources, and technical issues. It’s important to address these challenges early on to ensure a successful implementation.

How does this impact your bottom line?

Phone order management can help businesses improve their bottom line in several ways:

Cost savings through improved efficiency:

By streamlining order processing and inventory management, businesses can reduce costs and improve profitability.

Increased revenue through improved customer satisfaction:

By providing a convenient and easy-to-use ordering system, businesses can improve customer satisfaction, resulting in increased loyalty and revenue.

Increased sales through upselling and cross-selling:

Phone order management systems can be used to suggest additional products or services to customers, resulting in increased sales.

Placing the order

Placing the order

Best practices for customer fulfillment

To make the most of your phone management system, it’s important to follow some best practices. Here are three things businesses can do to ensure their system is efficient and effective:

A. Staff training and development:

Make sure your staff is properly trained to use the management system. This can include training on the system itself as well as training on customer service and sales techniques. Ongoing development and training will ensure that your staff is equipped to handle any situation that may arise.

B. Regular reviews of phone order processes:

It’s important to regularly review your phone order processes to identify areas where you can improve efficiency or customer satisfaction. You can do this by collecting feedback from customers or your own staff, or by analyzing data from your phone order system.

C. Use of technology and automation:

Consider using technology and automation to streamline your phone order system. This can include using a customer relationship management (CRM) system to track customer information.


Phone order management is a crucial process for any business that wants to provide excellent customer service and boost its bottom line. By implementing an effective system, businesses can improve order accuracy, streamline order processing, increase customer satisfaction, and enhance inventory management.

Additionally, by following best practices such as staff training and development, regular process reviews, and the use of technology and automation, businesses can make the most of their order management system.

By implementing more effective customer fulfillment, businesses will not only increase their efficiency and revenue but also create a better experience for their customers, thereby standing out in the competitive marketplace.

Book a free consultation with our customer experience experts today to find out how AnswerConnect could power your customer service to the next level.