Order Management is the heartbeat of your ecommerce business. Much like the human body, your Order Management System (OMS) is the central system that keeps all other systems functioning after the buy button, helping you deliver your brand promise and build customer loyalty.
OMS includes downstream operational processes (many layers of operational complexity), including managing orders, customer records, fulfillment, inventory visibility, payments and invoicing, and customer care—all the behind-the-scenes activities in retail that hinge on successful capabilities.
Today, customers expect a seamless process from start to finish. Inventory and order management software offers customers and companies visibility into order flows and inventory, efficiently orchestrating orders across channels, store locations, and suppliers. An OMS solution enables omnichannel experiences by unlocking Buy Online Pick Up at Store (BOPIS), ship from store, and more while improving backend operations and reducing costs.
Order Management is the heartbeat of your ecommerce business. Much like the human body, your Order Management System (OMS) is the central system that keeps all other systems functioning after the buy button, helping you deliver your brand promise and build customer loyalty.
Achieving Exceptional Customer Experiences with OMS
A full-featured multichannel order management platform can provide the ability to automate and streamline the order flow from the point of purchase to the customer. The OMS can process orders from multiple channels (ecommerce, mobile, call center, social, and more), allocate orders to various sources of fulfillment (warehouse, vendor drop-ship partners, retail stores), and track the order to the customer.
The latest order management solutions should also include advanced, cross-channel order processing functionality and provide insight into critical data to help businesses like yours make better decisions regarding merchandising, returns, inventory, marketing, and much more.
Customers love the anticipation and excitement of receiving a package on their doorstep. But when your ecommerce business makes a mistake on one order for a first-time customer, it will have a significant impact on your bottom line as that customer will not get to the stage of experiencing how great your product is. Here are some tenets of the best order management software:
- Simplify order servicing: Use inventory and order management software to create a seamless customer experience with visibility into order status, pickup options, order changes, and returns. When ordering is easy, you can increase your ecommerce sales fast by handling orders quickly and efficiently and delivering an improved experience.
- Offer flexible shipping and delivery: The key to winning and keeping customers and buyers is to offer various fulfillment options, like curbside pickup or click-and-collect. When you use an order management solution, you can provide visibility to a customer’s order cycle with clear and precise dashboards to monitor all activity.
- Provide self-service options: Give your customers power with information and transparency with self-service options from an ecommerce order management software, including text and email updates. Improve the post-sales experience with real-time order tracking and management for post-sale changes. Provide options to change shipping details and hassle-free returns, including return labels.
- Design an efficient order lifecycle: Cloud-based order management will also give a unified view of the order management process, empowering your teams to respond quickly, save time and give complex cases to your service reps, while simple claims get handled via self-service. This enterprise order management system allows your sales teams to spend more time selling than managing customer complaints that could have been prevented with an efficient ecommerce order management system.
- Create efficient inventories: Your ecommerce business needs to have an accurate view of inventory to prevent sell-throughs and overstocks. Order management platforms can connect your warehouses-physical stores-ecommerce service systems for the best performance. With a single source of truth across delivery centers, your business can inform shopping origin; inventories split across multiple warehouses, showrooms, distribution centers, stores, or even a third party.
Leveraging OMS for Your Ecommerce Business
Automated order management systems can help you ensure the fulfillment journey for B2C and B2B customers, creating a harmonious flow out of complex business logic and workflows. But order management systems are not just about processing orders; it integrates customer-facing systems that impact the post-purchase experience, including CRM, ERP, sales, service, and commerce. Order management software makes everything available and accessible to all stakeholders on one unified platform.
If you want to achieve an exceptional customer experience with Salesforce’s customer-centric order management system, OSF Digital is a Salesforce Partner specializing in OMS roadmaps that can help you meet your customers where they are shopping.
Dive deeper: Learn how Aristocrazy delivers a seamless shopping experience with Salesforce Order Management.
