SLA-based order prioritisation
Quick answer
Automatically ordering orders by promised deadlines and customer importance to meet delivery commitments.
Key takeaways
- Delivery deadline - carrier cut-off, customer-promised date
- Customer importance - key accounts, strict-SLA contracts
- Order type - urgent, express, standard
- Penalty risk - retail orders with chargebacks
What SLA-based prioritisation is
SLA-based order prioritisation means automatically ordering the fulfilment queue by promised deadline (SLA) and other criteria (key customer, channel, value), so the most urgent and important are processed first.
Prioritisation criteria
- Delivery deadline - carrier cut-off, customer-promised date
- Customer importance - key accounts, strict-SLA contracts
- Order type - urgent, express, standard
- Penalty risk - retail orders with chargebacks
Why it matters
Without prioritisation, orders are processed in arrival order, and urgent ones may miss the deadline. Prioritisation protects SLAs and key-customer relationships, especially during volume peaks.
How CRMconnect helps
The CRMconnect OMS automatically prioritises orders by SLA and business rules, feeds picking (including by waves) in the right order and flags orders at risk of delay - protecting delivery commitments.
Real-world example
A 3PL with different per-customer SLA contracts missed deadlines during peaks. With SLA prioritisation in CRMconnect, strict-deadline orders automatically move to the front, and SLA compliance rose from 89% to 98%.
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Frequently asked
What is a delivery SLA?+
Service Level Agreement - the contractual commitment on delivery timing and conditions (e.g. delivery within 24h, minimum fill rate). Missing it can trigger penalties or contract loss.
How are orders prioritised automatically?+
The OMS orders the fulfilment queue by SLA deadline, customer importance and penalty risk, feeding picking in the right order. Rules are configurable by business.
Why does prioritisation matter during peaks?+
In busy periods (promotions, season), capacity is limited. Prioritisation ensures high-penalty-risk orders and key customers are fulfilled first, not just in arrival order.
Where CRMconnect fits
Related terms
SLA (Service Level Agreement)
Contractual guarantee of availability, support response time and technical performance.
TechnologyOMS (Order Management System)
The system centralizing orders from every channel (EDI, online, phone, field agent) and orchestrating execution.
OperationsOrder orchestration
Automatically coordinating each order's lifecycle from capture to delivery, across channels and warehouses.
LogisticsWave picking
Grouping orders into planned waves to sync picking with routes, carriers and shipping deadlines.