Order Status Replies for Epicor LumberTrack
A customer asks by email or text where their order is. Lunica reads the order in LumberTrack, the expected date on the purchase order behind it and today’s dispatch, drafts the answer, and the counter sends it.
Customer serviceUpdated Oct 202620 ERPs
See it work on LumberTrack.
Click through the steps. Fictional data, in LumberTrack’s terms; the real thing runs on LumberTrack.
Any word on the windows for Elm Ridge? Framers want to set them Thursday. Also need the rest of the 2x10s if they’re ready.
A text to the business line, read for the customer, the job and the order. Matched to the account and its open orders.
The problem, as it happens in LumberTrack.
Where’s my order comes in by text to a salesman’s phone, by email to sales@, and from a contractor standing at the counter. Answering means opening a sales order in LumberTrack, finding the special-order line, pulling up the purchase order to see when the window manufacturer said it ships, and calling dispatch to ask whether it’s on today’s truck.
The reply is from memory, and when it’s wrong the jobsite crew waits on a truck that isn’t coming. The thread lives on one phone, so when that salesman is out, the customer asks again from the start.
How it works.
- 1
The question is read
A text, an email or a note from the counter is read for the customer, the job and the order it’s about. The sender is matched to the customer master and the open orders on it.
- 2
The answer is found
The order’s lines in LumberTrack, what’s picked, what’s backordered, the expected date on the purchase order behind a special-order line, and whether the order is on today’s dispatch. One answer, with the date that matters.
- 3
The reply is drafted
A short reply in your voice: what’s ready, what’s coming and when, who to call. Addressed to the person who asked, on the channel they used.
- 4
The counter sends, and the thread stays on the order
A person reads it, fixes anything, sends. The question and the answer are kept on the order, so the next person who picks up the phone sees what was said.
How it connects to LumberTrack.
Lunica reads open orders and their lines, purchase orders and their expected dates, the customer master and the day’s delivery schedule through a read-only login to the LumberTrack SQL Server database. The model sees the question and the order it’s about, not the order book.
Nothing is written to LumberTrack by Lunica and nothing is sent on its own. Every reply is a draft until the counter or the salesman sends it. If the customer’s answer changes the order, a new delivery date, a line cancelled, that change is keyed by your team in LumberTrack.
What a week looks like.
- Where’s my order answered in a minute, from the order.
- Special-order dates quoted from the purchase order, not from memory.
- Every reply on the order, visible to whoever picks up next.
- Fewer crews waiting at a jobsite for a truck that isn’t coming.
Questions
Does it text the customer itself?
No. The reply is a draft until a person sends it, by text or email, on the channel the customer used.
Where does the expected date come from?
From the purchase order behind the special-order line in LumberTrack, as your buyer last updated it. If the date is blank or past, the draft says so instead of guessing.
Does it write to LumberTrack?
No. It reads the order, the purchase order and the dispatch. Changes a customer asks for are keyed by your team.
What about orders split across trucks?
The reply says which lines are on today’s truck and which are waiting, line by line, from the dispatch and the pick.
Can the counter use it for a customer standing there?
Yes. Ask for the order and read the answer back. A reply is drafted only when there is someone to send it to.
Which channels does it read?
Email to sales@ or a named inbox, and texts to the business line you connect. The thread stays with the order either way.
Does it need a server?
Lunica runs on one Windows server inside your network, set up and maintained by Lunica. It reads Epicor LumberTrack through a read-only login to the LumberTrack SQL Server database. There is no inbound connection from outside your network.
What does Lunica read in LumberTrack?
The customer master, open items and terms, purchase orders and receipts, the product master, quotes and order history, as each workflow needs them. Read-only, and only the rows a task is about.
Can it post to LumberTrack?
Nothing lands in LumberTrack without a person. What belongs in LumberTrack goes back as an import where LumberTrack takes one, or keyed by your team from what Lunica prepared.
What about our documents?
Invoice copies and scans keep living in LumberTrack’s document attachments. Lunica reads them when a workflow needs one and never writes to them.
The same workflow, on another ERP.
Order Status Replies is written for every system on the list. You’re reading the LumberTrack version.
See it on your LumberTrack data.
Thirty minutes. We walk the workflow on LumberTrack data, then map it to yours.