Order status updates sent directly to customers

Purpose

1.1. Ensure customers receive timely, automated updates on the status of their bulk aggregate orders to increase transparency, reduce manual inquiries, and enhance overall customer experience.
1.2. Deliver real-time delivery schedules, dispatch confirmations, ETAs, and order completion notifications using diversified communication channels.
1.3. Reduce operational bottlenecks by automating notifications and integrating with logistics and ERP systems to streamline customer service in the construction materials wholesale industry.

Trigger Conditions

2.1. Order status change in ERP or order management system (e.g., moved to “Dispatched,” “Out for Delivery,” “Delivered,” or “Delayed”).
2.2. GPS update from delivery fleet indicating ETA or delivery confirmation.
2.3. Manual status update by sales or logistics team via CRM or order portal.
2.4. Integration event from supplier dispatch system.
2.5. Scheduled, periodic customer update intervals (e.g., daily or hourly).

Platform Variants

3.1. Twilio SMS
• Feature: Twilio Programmable SMS API – set up automated SMS template for order status; trigger via webhook from ERP.
3.2. SendGrid
• Setting: SendGrid Transactional Email API – automate templated emails with dynamic status details, triggered from CRM status change.
3.3. WhatsApp Business API
• Setting: Send message endpoint to send order status updates; configure templates via WhatsApp Manager.
3.4. Slack
• Feature: Slack Incoming Webhooks – post updates to private channel or direct message to customer account channels.
3.5. Microsoft Teams
• Setting: Teams Connector API – send adaptive card message alerts to customer liaison group.
3.6. HubSpot
• Feature: Workflow automation to trigger personalized order update email/action when deal/order property changes.
3.7. Salesforce
• Feature: Process Builder with Email Alert or SMS via Digital Engagement add-on; triggers on opportunity/order object change.
3.8. Shopify
• Setting: Use Shopify Order Fulfillment Webhook to post real-time updates to customer via preferred method.
3.9. Zoho CRM
• Feature: Zoho Workflow Rule to send email/SMS update when a sales order status changes.
3.10. Mailgun
• Setting: Transactional email API with dynamic templates, using webhook from logistics system.
3.11. Mailjet
• Feature: Send transactional order status emails triggered by ERP webhook.
3.12. MessageBird
• Feature: Omnichannel API to send SMS, WhatsApp, or Voice updates upon order workflow triggers.
3.13. Pusher
• Setting: Push real-time order update notifications to web/mobile apps using Channels API.
3.14. Intercom
• Feature: Trigger in-app message or email based on customer segment/order events via Intercom API.
3.15. Zendesk
• Setting: Trigger automated ticket updates or notifications via Zendesk Triggers when order status field changes.
3.16. Freshdesk
• Feature: Automate notifications to customers using Freshdesk automations and webhook events.
3.17. Telegram Bot API
• Setting: SendMessage function to provide instant status updates direct to customer’s Telegram.
3.18. PagerDuty
• Feature: Create incident notifications for high-priority status issues (e.g., delivery delays) via Events API.
3.19. Facebook Messenger
• Setting: Send order updates using Messenger Platform Send API with preapproved template messages.
3.20. Google Chat
• Feature: Configure a webhook to post instant order update messages to dedicated customer support spaces.
3.21. Outlook 365
• Setting: Send automated email alerts to customers using Microsoft Graph API when triggered by backend system.
3.22. Viber
• Feature: Public Account Send Message API to push status updates to customers using Viber.

Benefits

4.1. Minimizes manual workload for staff through automatic, multi-channel notifications.
4.2. Improves customer communication—reduces inquiry calls/emails and increases satisfaction.
4.3. Ensures transparency and trust between supplier and customer by providing continuous visibility.
4.4. Supports compliance with SLAs on communication in B2B construction supply relationships.
4.5. Enables flexible, scalable communication options based on customer channel preferences and operational needs.