The problem: changing tools can create extra work
A portal helps only when customers and staff can use it in their actual working day. Preparing every product and account before checking the first workflow can multiply corrections.
Choose a representative scope
Start with a few customers with different habits, one round and products by piece or weight. Include someone placing orders and a colleague checking progress. Agree the start date of the 14-day trial.
Define one place where an order is confirmed
Calls can remain possible during the transition. Staff record and check the request in the agreed workflow, avoiding counting a message and an order as two requirements. Communicate cutoffs and the urgent-request process.
Test exceptions before wider rollout
Edit a quantity before the cutoff, check packaging, prepare a note without prices and confirm handover. Also test a delay or unavailable product with the manager: everyone should understand more than the ideal case.
Decide using simple observations
Record time spent reconstructing orders, calls to clarify quantities and preparation discrepancies. Check that customers can order independently and staff can find changes. Then agree the next scope, outstanding work and service arrangements.
