Innovative IT system offers customers order transparency

Posted on Jun 23, 2025

Customers of the Anochrome Group are benefiting from the business’ industry-leading IT system with built-in Customer Relationship Management (CRM) function, which allows real-time updates and the ability to prioritise orders.

Using Anochrome’s bespoke Orpheus system, customers are given a unique log-in, enabling them to see exactly what stage their products are at, from the order being placed right through to being ready for dispatch.

The system also issues an automated email when an order is ready for collection, while customers who send large volumes for finishing can prioritise which jobs they need to be completed first, rather than relying solely on the first in, first out (FIFO) principle.

Steve Norman, Group UK Divisional Director, said: “The Orpheus system was first introduced many years ago, but it has really matured and developed within the last few years.

“Before the CRM element came in, every member of our team was involved in keeping customers up-to-date with orders by telephone. That was very resource heavy and placed extra strain on our team members.

“That is no longer the case, with our customers free to check on progress whenever they need simply by logging onto the system. It’s clear and completely transparent.

“Customers are able to follow their products right thought to final inspection and completion. Of course, if they have any additional queries, they are able to call the team.”

Prioritisation is another key aspect of the Orpheus system. A large customer may send Anochrome, for example, 200 bins of product for finishing – but they may want a particular 10 bins to be completed first.

Similarly, the customer may send another batch of product to Anochrome’s Walsall facility that needs to be completed before the previous batch.

Steve added: “Within our system, every processing line has a display and the customer service manager can move priority. That has been introduced recently and has allowed us to maintain excellent customer service.”

Steve said future development is planned to enhance the system further.