Your customers are looking closely at the costs of doing business with you—in both time and money—reviewing specific metrics for efficiency and even implementing action plans when issues in the order-to-cash process are persistent.
Faced with mounting pressures to deliver higher quality care at lower costs, if your customer needs to pick up the phone or send an email to ensure receipt of a purchase order or that an order has shipped, eventually, they will look elsewhere to do business.
For you, when processes are not smooth, your sales team is spending more time on operational resolution than on selling activities. This daily friction can negatively impact the work environment for your team, possibly increasing turnover. If your sales team is absorbed in operational problems, you can be sure that your customer service team spends more time on administrative activities than real value-added activities.