Who is this for ?
Sales administrators
customer service representatives
the internal teams they work with to protect delivery dates
What you will learn:
what the Customer Support app is for
how to read the Customer Order Book
how the Estimated Date works
including how to change it
1. What the Customer Support app is for
The app helps customer-facing and internal teams work from the same picture of your customer orders. You use it to decide which orders matter most, find the problems that threaten them early, and work with the rest of the factory to deliver on time.
It answers three questions:
Which customer orders should I worry about?
What is blocking them, and how far upstream is the cause?
What date can I actually give my customer?
💡 Customer Support sits at the end of the chain. A problem you see here usually started somewhere else: a late supplier delivery, a blocked work order, a missing component. That is why the app links out to the other views rather than trying to solve everything itself.
2. Customer Order Book
Open the app from your Pelico homepage. The Customer Order Book gives you an overview of all your customer orders, with one row for each customer order line
2.1 Two views
View | What it gives you |
Table view | Every open customer order, line by line, with the detail on each |
Aggregation view | Orders grouped together, so you see totals rather than lines |
In the aggregation view you can group by:
Customer
Equipment
All orders
And sort by:
Revenue
On-time delivery
💡 The two views answer different questions. Use the table view when you are working a specific order. Use the aggregation view when you need to decide where to spend your day, or when someone asks which customer is most exposed.
2.2 Columns
Your columns may differ from the standard set below, because they depend on the data mapping and the custom fields configured for your instance. If a column described here is missing from your screen, that is usually why.
Column | What it shows |
Customer Order | The customer order number, and the order line. |
CO esc. | The active escalation ticket on the order line, shown as its tier (1 to 4). Empty means no escalation. |
Part | The part ordered on this line. |
Part esc. | The active escalation ticket on the part, shown as its tier (1 to 4). |
Value | The revenue attached to this order line. |
Quantity | The quantity still to ship to the customer. |
Estimated Date | Pelico's calculated shipment date. Empty means no supply event will bring the part into stock, so no date can be determined. |
Requested Date | The delivery date the customer asked for. |
Promised Date | The delivery date promised to the customer. |
Customer PO | The matching purchase order reference on the customer's side. |
Admin Blockers | Potential blockers or alerts on the line. Configured per instance. |
Cust. Part Number | The customer's own internal reference for the part. |
Sourcing | Whether the part is made or bought at this site. |
💡 An empty Estimated Date is information, not a gap. It means Pelico found no supply event that would bring the part into stock. The line has no realistic ship date at all, which is usually more urgent than a late one.
2.3 Filters
You can narrow the book to match how you actually work. Useful filters include:
Your customers
Specific orders
On-time delivery status
Date comparisons
You can also filter down to the plant you are responsible for. Filters work the same way as in every other Pelico app, and once you have a set-up you like, save it as a routine.
2.4 360 views
From the Customer Order Book you can open 360 views, which gather everything Pelico knows about an object. Anything shown with a blue underline has a 360 view behind it.
Two are reachable from this book:
CO 360 — everything about the customer order.
Part 360 — everything about the part on the line.
⚠️ The CO 360 shows an "Estimated Shipment Date" that is not the date you published. That field is Pelico's own system calculation. Your published Estimated Date lives in the Customer Order Book, not in the 360 drawer. If the two differ, neither is wrong ,they are different fields.
3. The Estimated Date
This is the most important field in the app, because it is the date you give your customer.
3.1 How Pelico calculates it
Pelico works out an estimated shipment date for each customer order line. It uses every event affecting the part, and it includes transport times and other factors.
So the estimated date is not a copy of a planned date. It is Pelico's own view of when the order will realistically ship.
3.2 Changing it
You can override the calculated date if you need to.
Select the calendar icon.
Choose your date.
Select Publish.
3.3 Reading the icon colour
Once you have set your own date, the icon colour tells you how it compares with Pelico's suggestion.
Icon colour | What it means |
Red | You chose a date earlier than Pelico suggested |
Black | You chose a date later than Pelico suggested |
💡 A red icon is not an error. It means you are committing to something more ambitious than Pelico thinks is realistic. That may be a deliberate decision you have taken with the shop floor. It is worth knowing that the icon makes it visible to everyone else.
3.4 Finding the original date
If the date has been changed from Pelico's suggestion, you can still see the original in two ways:
Hover over the estimated date value.
Open the calendar icon.
3.5 Where your published date appears
Once published, your Estimated Date stays inside Customer Support. You will find it in:
The Customer Order Book table, in both the aggregated and the user-input date columns
The Order Book planning graph, as a committed date bucket
The Order Book date filters
Any export of the grid
⚠️ It does not travel. A published Estimated Date does not propagate to MRO, to escalations, or to any other application. If a colleague working elsewhere needs to know the date you committed to, tell them — they will not see it on their own screen.
💡 Three dates, easily confused. The Estimated Date you publish is your commitment. The system ETA is Pelico's own calculation, shown read-only in the CO 360. The delivery note date is what actually happened once the line shipped. Three different things, three different purposes.
4. How Customer Support connects to the rest of Pelico
When a customer order is at risk, the cause is almost always upstream. This is where to look.
The cause | Where to investigate |
A supplier is late | Purchase Order Book, in Supply |
A part is short | Line of Balance or Missing Parts, in Production Control |
A work order has lost coverage | Work Order Book, in Production Control |
Production of the equipment will stop | Equipments page, in Production Control |
A repair is holding up a delivery | Service Order Book, in Introduction to MRO |
💡 This is the practical value of the app for a customer-facing team. Instead of asking a colleague why an order is late and waiting for an answer, you follow the chain yourself and arrive at the conversation already knowing what the problem is.
Glossary
Term | Definition |
Aggregation view | The Customer Order Book view that groups orders instead of listing lines. |
CO | Customer Order. Firm demand from a customer. |
Customer order line | One part on a customer order. One row in the book. |
Estimated Date | Pelico's calculated shipment date for a customer order line. Can be overridden and published. |
OTD | On-time delivery. |
Publish | The action that confirms a date you have set on an order line. |
Routine | A saved filter and column set-up you can load again. |
360 view | A page gathering everything Pelico knows about a part or an order. |