Fulfilment workflows

Define the stages an order or invoice goes through, each owned by a team, and let MetriCRM hand the work from team to team.

Steps

1. 1Go to Settings → Fulfilment workflows. A starter workflow (Customer Care → DTP → Production → Logistics → Completed) is there, switched off.
2. 2Choose whether the workflow applies to sales orders or invoices.
3. 3For each stage choose the team, how the next person is picked (round robin or least loaded), an SLA in hours, a checklist and any required fields. The last stage is the finish line.
4. 4Tick Switched on and Start new … on this workflow automatically, then select Save workflow.
5. 5Make sure each team has members: when someone escalates, a member of the next team who is online and on shift gets the work. If nobody is free it waits in the team's queue and is handed out as soon as someone is.
6. 6When a stage runs past its SLA, the person who has it and the team leads are notified.

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