Order management systems, the key to successful order management in digital commerce
An order management system (OMS) helps your company meet the growing challenges of e-commerce by meshing multiple processes while simultaneously reducing costs through the automation of increasingly complex processes—as well as optimizing and extending your value chains.
We wrote a white paper for you, which teaches you how an order management system (OMS) can help your company meet the growing challenges of e-commerce by meshing multiple processes while simultaneously reducing costs through the automation of increasingly complex processes—as well as optimizing and extending your value chains. After all, integrated, multi-channel order processes are becoming an increasingly hot topic for both B2C and B2B vendors. We feel sure you will find it helpful.
OMS is key
A dedicated order management system, provides integrated processing of incoming orders from all available channels—yet such systems are still widely misunderstood and underestimated. Their key strength lies in the fact that they are specifically designed for multi-channel order processing, making them the ideal resource for digitally connecting the different channels. And above that, they also make it easy to integrate totally new business processes into existing IT landscapes. Therefore, it is hardly surprising that nine out of ten companies that currently use an order management system consider it a key digital tool for connecting their sales channels (93%).
A fully integrated OMS uses automation to process orders smoothly and efficiently. It collates all information on customers, orders, and warehouse inventories in a central resource that is visible to all users. This enables companies to make faster decisions and respond with greater flexibility to changing market conditions. In addition, an OMS provides a 360 degree view of each individual customer and all their orders—regardless of which channels were used. Serving as a central hub, it merges data and processes from multiple channels and offers additional specific and customer-oriented func-tionality that increases customer satisfaction across all channels.
3 benefits of a typical OMS
Let's share some of the many benefits with you:
1. Customer orders from all sales channels (e.g., online stores, EDI, offline stores, or field sales staff) are merged into a single system. This enables comprehensive analysis of all transactions, both in overview and in detail. It also allows companies to tailor their offerings to customers across all channels, thereby increasing cross- and up-selling potential as well as customer satisfaction and loyalty.
2. For companies, having a 360-degree overview of all customer transactions and channels makes for more efficient business processes that result in better and faster decision-making.
3. Customers can view all their current and past transactions at any time, regardless of whether those transactions were conducted online, by phone, or one-to-one with a field sales representative. The information is consistent across all channels, whether mobile device, desktop computer, customer hotline, offline store, or direct contact with field sales staff. The combination of complete transparency of data and processes with consistent real-time information across all channels has a positive impact on customer satisfaction and loyalty while also enabling additional customer-oriented services.
It is all about orchestration
We'd like to end this slightly long- read quoting Beate Schiller, SVP Business Consulting and Professional Service at Interhop:“Order management is no longer the key issue—it’s all about orchestration. There is so much more to consider than simply forwarding orders to an ERP system. Nowadays, it’s important to orchestrate orders in a holistic way with regard to channels, CRM, ERP, and other customer- oriented applications. That is a crucial requirement for a successful e-commerce strategy. There are several ways in which companies can use an OMS. For example, they can use it as a central pool for all customer orders from all available channels, e.g., call center, online store, offline store, and smart phone. All orders are captured centrally from all touchpoints, aggregated, and are then passed on to an ERP system.
Another approach is to use a distributed order management (DOM) system to connect multiple ERP systems or instances. This option is used by companies that have multiple distribution centers using the same or different ERP systems. The DOM determines which distribution center is closest to the respective customer.
A distributed order management system can also be useful during acquisitions. If a newly acquired company is running a different ERP system, you can use a distributed order management system to sell the company’s products through your existing channels by redirecting requests to the new company’s ERP system for fulfillment.”
Contact us to discuss more possible benefits and reasons for implementing OMS!