Order entry may sound simple, but it’s one of the most error-prone steps in the entire logistics chain. What looks like a clean process on paper usually relies on manual order entry, patchy systems, and people filling in the gaps. And when something goes wrong, it's a chain reaction: re-deliveries, credit notes and customer complaints quickly follow.
In this article, we take a closer look at where things go wrong, the cost of those errors, and how to fix them using digital supply chain solutions that fit your business and your customers.
Where do your order entry errors come from?
At least 30% of order errors originate from manual processes.
Aberdeen Group Research
First things first. Errors happen because data is wrong, incomplete, or unclear. Sometimes the problem is on the customer's side — wrong product codes, outdated prices, incorrect quantities, or incompatible items. What about order document formats? All over the place. Think emails, PDF attachments, Excel files, procurement portals... or even an occasional fax. And in some cases, orders still come in as handwritten forms or notes.
On the inside, the situation isn’t much better. Order entry teams spend their days manually entering order data, copy-pasting, cleaning up, checking details, and filling in the blanks. It’s repetitive and time-consuming work and the smallest mistake can cause a big ripple effect. Or even worse, as much of the process depends on implicit knowledge.
Only specific team members know exactly what a certain customer means with “same as last time” or how to interpret an outdated product reference. When these people are out, the process stutters. When they leave, knowledge literally walks out the door.
And finally, there’s the matter of customer-specific agreements such as discounts, delivery windows, packaging rules, or custom billing flows. These are rarely formalized and often live in spreadsheets, inboxes, or in someone’s memory. Without structure, they’re hard to manage, and easy to get wrong.
The result? A process that’s difficult to scale, dependent on individuals, and full of friction. And that’s before the order even hits your warehouse.
We spend over 80 hours a week manually entering more than 2,500 order lines. Automating just half of that would be a game-changer—less firefighting, fewer errors, and more time to actually support our customers.
CFO at one of our customers in life sciences and B2B distribution
The actual cost of order entry errors
Order entry mistakes don’t just stay on paper. They translate directly into operational and financial cost, often in ways that remain hidden until the damage is done.
Wrong product, wrong quantity, wrong destination? That usually means extra transport and return orders, each one eating into your margin. In the warehouse, errors lead to waste, unnecessary quality checks, or even damaged and scrapped goods. Every mistake triggers a chain reaction: exception handling, manual coordination, internal emails, and back-and-forth between departments.
And let's not forget about the administrative overhead that’s caused by order entry mistakes. Finance teams get pulled in to issue credit notes. Customer service spends hours chasing missing details or calming frustrated customers. And in some cases, the result is even worse: missed orders that were never processed at all.
You also lose something less visible - but just as critical: trust.
Customers who feel the need to call and ask, “Did you receive my order successfully?” are already doubting your reliability. Repeat that experience a few times, and you don’t just lose efficiency, you risk losing the customer entirely.“
Processes looking good on paper, but breaking in practice
What looks like a structured process on paper often hides a deeper fragility, one that only surfaces when things go wrong or when volumes start to scale. Welcome to the reality of first mile logistics.
- People fill the gaps
The order entry process often relies on tacit knowledge and informal workarounds, not on clearly defined structures or systems. When critical knowledge lives in the heads of a few, business continuity becomes vulnerable. - Responsibility is scattered
Order intake involves multiple teams (sales, order entry, logistics), but ownership of the end-to-end process is often unclear. It causes delays, miscommunication, and in some cases, missed or mishandled orders. - Exceptions are the norm
Inconsistent input formats, customer-specific handling, and undocumented rules lead to daily exceptions. Manual corrections keep things moving, but make the process unpredictable, unscalable, and hard to automate. - The foundation doesn’t scale
Manual input and disconnected systems lead to duplicated work, inconsistent data, and limited visibility. As complexity grows, control weakens and the cost of maintaining process performance rises exponentially.
From an organizational perspective, gaining control over the order-to-cash process is not just about fixing operational inefficiencies. It’s about creating the right foundation for scalable, reliable operations. It starts with rethinking how data enters your business: through smarter processes, digital integration, and automation that removes friction instead of adding work.
How to fix your order process
Order entry automation is not a one-size-fits-all challenge. The right solution depends on your business context:
- Are you working with enterprise customers or smaller (but many) accounts?
- Do your clients use structured systems or send handwritten orders?
- How digitally mature are your customer? And how open are they to digital collaboration?
To fix the root causes structurally, your target operating model should be built on three principles:
- First-time-right processing
Reduce rework, errors and waste from the very first touchpoint. - Digital-first by design
Eliminate manual steps and paper-based flows as early in the process as possible. - Visibility and control
Create a unified view of incoming orders, exceptions and progress tracking.
Please note: before you automate anything, start by understanding your current order entry and order verification processes. Use process analysis and value stream mapping to quantify where errors happen, which formats create friction, and which customers drive complexity. It gives you the clarity to standardize, digitize, and only then automate.
3 (+ 1) digital solution strategies
Every customer profile requires a tailored approach. The right solution depends on two key factors: the complexity of the incoming orders and the level of digital engagement you can expect from your customers. The decision framework below outlines 3 (+ 1) strategies that help you streamline order intake and prepare for scalable growth.
1. Customer self-service portals
Best fit for: smaller customers with frequent, low-volume orders
A customer order portal provides a structured, guided way for clients to place orders, replacing email chains and PDFs with a user-friendly, standardized interface. Beyond reducing manual work internally, it offers value for the customer through features like real-time order status, product suggestions, and personalized catalogues.
2. System-level integration
Best fit for: large, digitally mature customers, open to direct collaboration
When structured order data is already available in customer ERP systems, integration via EDI or preferably APIs ensures seamless data exchange between systems. This eliminates double input, improves accuracy, and accelerates order processing. It’s a scalable and robust solution, especially in high-volume B2B contexts.
3. Intelligent document automation (IDP & AI)
Best fit for: customers who send structured orders, but aren’t ready (or willing) to integrate
Many customers still rely on PDFs, Excel sheets or email bodies to send their orders. AI-powered document automation extracts and validates order data automatically, significantly reducing manual handling while maintaining flexibility. This approach allows for efficiency gains without requiring change on the customer side.
4. Combined solution approach (the real-world scenario)
Best fit for: most businesses in reality
In practice, no single approach fits all. Most organizations benefit from a hybrid setup to ensure maximal coverage for accurate order entry, at the start of the chain. that includes internal automation (IDP), customer portals for smaller clients, and system-level integrations for strategic accounts. Over time, these components evolve together, enabling greater standardization, scalability and control.
This multi-track strategy reflects our vision behind Digital Transformation 2.0: not just digitizing internal operations, but rethinking how you collaborate with customers in core processes like order entry, creating new value along the way.
A great example is our collaboration with a customer in cold chain logistics. We started by enabling API integration for large customers and launched a self-service portal for smaller customers. Over time, the solutions grew across boundaries. Large customers discovered the added value of the portal, while smaller ones used it to digitize and streamline their workflows.
The result? A flexible foundation for growth and collaboration, built on real customer needs, and a digital platform ready to scale with the business.
Why fixing order entry means fixing your logistics chain
Order entry is more than just a task. It’s the start of your value chain.
If you get it right, the rest of your operations benefit. But if it’s held together by manual work and tribal knowledge, you’re building on shaky ground. Fixing it is about making smart choices based on your customers, your systems, and your ambition to grow without friction. With the right approach (portals, automation, integration), you build more than efficiency. You create the capability to process orders faster, with higher accuracy and at reduced cost - ultimately winning over your customer’s trust.
Ready to fix the first mile?
Let’s take a look at your order entry process together and see where the biggest wins are - whether it is through process optimization, integration, or order entry automation.
Start with a quick scan or reach out to our experts to map out where value is leaking in your processes—and how you can fix it.