As the direct-to-consumer trend gains momentum, manufacturers are recognising the need to streamline their internal processes. Enter Flow56, a developer of bespoke order management systems that optimise processes and transform workflows.
Direct-to-consumer (DTC) sales are rapidly gaining popularity in manufacturing and for good reason. Manufacturers have traditionally relied on wholesalers, retailers and distributors to get their products into the hands of consumers. Selling direct allows companies to increase their margins, get to know customers better and protect and create jobs.
With three in five consumers routinely ordering products direct, the DTC opportunity is forecast to be worth more than £23bn to UK manufacturers* by 2025. Making the transition, however, is not without its challenges, particularly in terms of operational complexity.
Establishing an effective DTC sales channel involves investing in an e-commerce platform, online payment systems, effective order and inventory management and robust data analytics. By becoming the primary point of contact for customer inquiries and support, manufacturers also need to establish efficient customer service processes.
Overcoming these complexities may seem daunting, but they don’t have to be, as Jakub Mysona, Founder and CEO of Flow56, explains.
“From conversations with manufacturing businesses, we have discovered that many still rely on manual order management processes..
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“Typically, orders are received via email and someone manually enters the information into a spreadsheet or work order. These are then printed and hand-delivered to the factory floor. Such practices are incredibly inefficient, error-prone and time-consuming.”
While the need to streamline and automate processes might not be obvious when handling low order volumes, it becomes more urgent as manufacturers ramp up output and capitalise on new growth opportunities.
Embrace the power of change
An order management system (OMS) enables a manufacturer to manage and fulfil orders from a single, centralised digital platform, reducing the time it takes to process and move orders into production. By automatically updating whenever an order is received or moves to the next stage in production, an OMS breaks down information silos and manages every step of the order process.
While organisations that sell direct to consumers are the biggest users of OMS software, companies of all sizes and sectors are increasingly leveraging the power of such platforms.
“Manufacturers come to Flow56 because they’ve outgrown their internal processes and are looking to streamline their order management,” explains Jakub. “Our custom-built solutions significantly reduce order processing time, eliminate costly errors and stop the constant firefighting of customer enquiries.
“Just the time saved from replacing outdated ordering processes with an order management system substantially increases the number of orders a manufacturer can handle and boosts revenue.”
So, how does OMS software work? An order management system tracks orders every step of the way from the moment a customer places an order to the second it arrives at their door. It automatically updates inventory stores every time an order comes in and tracks when materials need replenishing. All the information teams need to work smarter and faster is centralised, accessible and up-to-date.
Additionally, real-time information shows exactly where a customer’s order is at any given time, allowing their queries to be answered with just the click of a button.
“Supplier shortages, market disruption and input costs are all rising. Order management systems provide the speed, clarity and scalability manufacturers need to remain competitive,” explains Jakub.
A system designed around your needs
Not all order management systems are created equal. While some OMS software is available off-the-shelf, manufacturers’ needs are often different from retailers, and from each other. Choosing the right OMS solution can mean the difference between delivering outstanding customer experiences and falling short of expectations.
Flow56 designs and delivers custom-built order management systems tailored to customers’ exact needs. Jakub and his team have created a four-step process that ensures the solution not only automates critical processes but it also transforms entire workflows.
“First, we analyse your current process and workflows to pinpoint the areas in need of optimisation. We identify all redundant or replicated tasks and the manual processes that will benefit from automation,” Jakub explains.
“From this, we’ll formulate an in-depth specification and implementation plan that aligns with your business vision and future goals. We then create and repeatedly test a digital, interactive prototype to make sure it performs as needed.
“By taking a minimum viable product (MVP) approach, we ensure customers are always armed with the features they need when they need them and never pay upfront for any tools that they won’t be using just yet.
“Then comes the most exciting stage, implementation; where our agile development team builds a fully functional version of your bespoke business software ready for use.”
Boost your growth potential
‘Transformational’ is how James Blake describes the system built and delivered by Flow56. James is the co-owner of Fitted Mirrors & Glass, a manufacturer, supplier and installer of made-to-measure flat glass, mirrors, glass furniture and shower screens.
In recent years, the number of orders Fitted Mirror & Glass has processed in-house has increased significantly. Although some are smaller in value, the volume of orders is now much higher. Added complexity comes from every product offering up to 40 different purchasing options, resulting in millions of possible variations.
Previously, James and his team used spreadsheets to keep track of orders, which was inefficient. With order volumes rising, just keeping the spreadsheets updated took a lot of time and there was a high risk of data entry errors.
After working closely with James and his team to analyse their workflows and processes, it was clear that moving seamlessly from manually inputting data to digitally tracking orders would require bespoke software development.
The custom-built order management system provides real-time data, KPI reporting and automatically generates an audit trail, all of which had previously been done manually. Handheld scanning devices loaded with a custom-built app for the system now allow the team to scan and track orders as they move through the warehouse to dispatch.
“The new system is so much easier to use. We’re able to see all the customer notes, queries and delivery information in one place, and the whole team has access to the same information,” James explains. “We can resolve queries quickly, so it’s less stressful and the overall customer experience has been improved.
“Before the system was in place, we were drowning in paperwork. If we were still using the old system with the volume of orders we have now, we would have collapsed. "
“I can honestly say that the system Flow56 has built has been transformational. It has allowed us to plan future expansion and will act as a foundation for our business growth.”