Staying informed is what frees you from endless calls of “so what’s happening with my order?”. The system keeps the customer up to date itself: as the order moves along, notifications go wherever the customer finds it convenient — the chatbot, the personal account or a messenger. You are busy with production, not with phone reports.
Notifications fly to the customer on their own
When the order changes status, the system sends a message over the connected channels — and records that it was sent. The customer learns it is ready before they could have called. See “Notifications and news”; what exactly is tracked — “Order statuses” and “Statuses and the order life cycle”.
Chatbot in Telegram and Viber
The customer connects the chatbot once and from then on checks the order status in a couple of taps, and writes to you right in the bot as well. See “Connecting a chatbot”, “Sign-in via chatbot” and “Tickets in the chatbot”.
Personal account — the whole history at hand
In the account the customer sees all their orders, documents and history — with no calls to a manager. See “Personal account overview”, “What’s inside the personal account”, “My orders” and the “Order card”; how to log in — “How to log in to the account”.
QR — instant access to information
With a personal QR code the customer logs into the portal without a login and password, and a QR on labels and remainders opens the data straight from the phone’s scanner. See “QR portal: what it is and who it’s for”, “Logging into the portal with a personal QR code”, “How to use the QR scanner” and the whole section “QR portal”.
The bottom line: the customer always knows the status themselves — fewer calls, more trust, and your managers are busy with real work rather than reciting statuses over the phone.
Firm notifications are configured in the admin area
The firm admin area has a "Firm notifications" page — the list of service events the firm receives e-mails about. For most of them you can set your own addresses, and any of them can be switched on or off. The events include: a new confirmed order, CNC programs are ready, orders not handled by managers in time, an equipment operator account, 1C connection and response failures, an SMS or Viber message could not be sent, goods import finished, stock balances posted automatically. Previously the addresses were scattered across different firm and production settings, and there was no way to switch a mailing off.