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Use Case | Enhance transparency with order and delivery tracking with SMS for Salesforce

Updated

Goal: Use the native SMS for Salesforce by Sinch Engage app to send automated SMS notifications for order status, shipping, and delivery updates. This enhances customer transparency, reduces "Where Is My Order?" (WISMO) inquiries, and builds customer trust.

  • Provide proactive, real-time order updates
  • Reduce inbound support tickets and operational costs
  • Build customer trust and reduce post-purchase anxiety
  • Increase customer satisfaction and drive repeat business
  • Automate the entire post-purchase communication journey
Sinch - You order is on the way.

Customer scenario

Customer industry: E-commerce, Retail, Manufacturing, and Logistics (any business managing orders in Salesforce).

A customer completes a purchase, and their excitement quickly turns to uncertainty. This "post-purchase anxiety gap" is filled with questions: "Did my order go through? When will it ship? Where is it now?" This uncertainty leads to a high volume of repetitive "Where Is My Order?" inquiries, overwhelming support teams and driving up costs.

While email notifications are standard, they are often delayed or lost in cluttered inboxes. The business needs a way to deliver instant, reliable updates that keep customers informed and confident.

By integrating Sinch SMS directly into Salesforce Sales Cloud or Service Cloud, the company can automate the entire notification process. Using the power of Salesforce Flow, SMS alerts are triggered automatically whenever an order's status changes in Salesforce.

This approach closes the information gap, providing a transparent and trustworthy post-purchase experience that delights customers and frees up the support team.

By integrating SMS into Salesforce workflows, the business can:

  • Instantly confirm new orders via SMS
  • Automatically send shipping and tracking-number notifications
  • Alert customers when their package is out for delivery
  • Confirm successful delivery to build confidence

Implementation requirements

Product setup:

  • Sinch for Salesforce app installed and authenticated from the AppExchange
  • SMS-enabled number provisioned
  • SMS templates created for key order stages (e.g. Confirmed, Shipped, Delivered)
  • Salesforce Flow configured with decision logic for order statuses

Data requirements:

  • Order records (using the standard Order object or a custom object) with a Status field
  • Contacts with valid mobile numbers and SMS opt-in status linked to orders
  • Relevant data points on the order record e.g. TrackingURL, ShippingCarrier, OrderNumber

Workflow summary

This workflow solution can trigger SMS alerts automatically based on changes to your order records within Salesforce. Using a tool like Salesforce Flow Builder, you can map your entire fulfillment process to a series of timely SMS notifications.

Here’s a typical automated workflow:

  1. Order Status Changes: An order record (standard or custom object) is created or its status field is updated in Salesforce (e.g., from Processing to Shipped).
  2. Salesforce Flow is Triggered: A Record-Triggered Flow instantly recognizes this change.
  3. The Correct SMS is Sent: Using decision logic within the Flow, the system identifies the new status and sends the corresponding SMS template.
  4. The Customer is Instantly Informed: The customer receives a clear, personalized update on their phone, keeping them informed and engaged every step of the way.

Key use cases and setup guide

Follow this conceptual guide to set up your automated order and delivery notification system.

Step 1: Map Your Key Fulfillment Stages & Create SMS Templates

First, identify the critical milestones in your order fulfillment process. For each stage, write a clear, concise SMS template. Use Salesforce merge fields to personalize each message.

Common Stages & Example Templates:

  • Order Confirmation: "Hi {!Contact.Name}, thank you for your order! We've received order #{{Order.OrderNumber}} and will notify you as soon as it ships. View order: {{Order.PublicURL}}"
  • Shipping Notification: "Good news, {!Contact.Name}! Your order #{{Order.OrderNumber}} has shipped. Track your {{Order.ShippingCarrier}} package here: {{Order.TrackingURL}}"
  • Out for Delivery: "Heads up! Your order #{{Order.OrderNumber}} is out for delivery today and is expected to arrive by {{Order.EstimatedDeliveryTime}}."
  • Delivery Confirmation: "Delivered! Your order #{{Order.OrderNumber}} has been successfully delivered. We hope you enjoy it! Any questions? Reply to this text."
  • (Optional) Back-in-Stock Notification: "Great news! The item you were interested in, {{Product.Name}}, is now back in stock. Order now before it's gone again! {{Product.URL}}"

Step 2: Build Your Automation in Salesforce Flow

Use Salesforce's powerful Flow Builder to orchestrate the sending of these messages.

  1. Create a Record-Triggered Flow:
    • Object: Order (or your company's equivalent custom object).
    • Trigger: When a record is created or updated.
    • Entry Conditions: Set the Flow to run only when the Status field is changed.
  2. Use a Decision Element:
    • Add a Decision element to check the value of the Status field.
    • Create a separate outcome path for each status you want to send a notification for (e.g., "Confirmed," "Shipped," "Delivered").
  3. Add the "Send SMS" Action to Each Path:
    • For each outcome (e.g., the "Shipped" path), add an Action element.
    • Select the Sinch "Send SMS" action.
    • In the action's configuration, select the corresponding SMS template ("Shipping Notification") and map the recipient's phone number from the associated contact or lead record.
  4. Activate Your Flow:
    • Once you have configured a path for each status, save and activate the Flow. Your fully automated order notification system is now live.

FAQs

  • Can customers reply to these messages?
    Yes. The Sinch for Salesforce app supports two-way messaging. Inbound replies can be viewed on the record in Salesforce and can even trigger further automation, like creating a Case for the support team.
  • Is it possible to send a notification if an item is back in stock?
    Yes. You can create a separate Flow that is triggered when a Product's inventory status changes. The Flow can then find all Contacts who have expressed interest in that product and send them a "Back in Stock" notification.
  • Do I need a developer to set this up?
    No. This entire notification system can be built without code using the declarative Salesforce Flow Builder and the pre-built "Send SMS" action provided by the Sinch app.

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