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Customers keep asking for order status

Find why order visibility is weak and what should be available before the customer calls.

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01 · What is usually happening?

A customer calls to ask where the order is. Sales calls production, production checks the floor, and someone calls back an hour later. Each call costs time on both sides.

The answer existed all along, but in the production sheet, the dispatch register and a WhatsApp group.

The question people usually ask“Where is the customer's order?”
The more useful question“What should the customer be told before they have to ask?”
02 · Common causes
  1. 01Order status lives in the production plan, not where sales can see it
  2. 02Dispatch dates are not shared when they change
  3. 03No simple stages that mean the same thing to everyone
  4. 04Updates depend on someone remembering to send them
  5. 05One person is the only source of answers
  6. 06Customers are not told when something slips
03 · What to check now0 of 6 checked
Open Late Order Root Cause Check →Send checklist on WhatsApp
04 · What good looks like
  1. 01Every order has a stage everyone understands.
  2. 02Sales can see the stage without a call.
  3. 03A date change is told to the customer the same day.
  4. 04Customers get a short update at set points.
  5. 05Status calls are counted and shrink over time.
05 · Where this connects

This rarely stays in one department

What it can lead to: Staff time disappears into calls and customers feel kept in the dark.

Start from a problem
Work flows left to right, top to bottomKEYMost important for manufacturing

These support every part of the business

Problem

Customers keep asking for order status

Usually connected to

How it spreads

  1. Customers & Sales

What it can lead to: Staff time disappears into calls and customers feel kept in the dark.

Read the guide →Late Order Root Cause Check
lamplamp could answer a status question from the live plan and dispatch register.
06 · Related processesCustomer order to confirmed deliveryFinished goods to dispatch
07 · Useful toolsDiagnosticLate Order Root Cause CheckCheckDispatch Readiness Check
Related guidesHow a 60-person fabrication business tracks open ordersReplacing a manual dispatch readiness call chain
08 · lamp

lamp could keep this moving

lamp is not available yet. These are things it is being built to do.

See how lamp worksJoin the waitlist
  • lamp could answer a status question from the live plan and dispatch register.
  • lamp could message the customer when a date changes.
  • lamp could send a short update when an order enters dispatch.
  • lamp could list the orders customers have asked about twice.
Does your business handle this differently?Tell us what we have missed: a cause, a check, or a better way of handling it.
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