Customers expect a seamless and interactive shopping experience – irrespective of the channel or device they use. They want their orders to be processed quickly and expect flexible delivery and return options. It takes an omnnichannel order management solution to make this customer experience reality.
“The OMS [order management system] plays a critical role throughout three of the six phases of the customer life cycle (explore, buy, and use), making it a key technology enabler for eBusiness professionals [...]”
Forrester Research, 2015
The goal is always to increase revenue across all channels. An optimal customer experience increases customer loyalty and therefore significantly contributes to achieving this objective. The customer is at the very heart of omnichannel business – the seller’s world of yesterday is becoming the buyer’s world of tomorrow. Consumers must be able to perceive the ease and speed of online stores and brick-and-mortar outlets alike.
As part of an omnichannel commerce solution, order management closes the gap between sales and customer service. It transforms store resources into customer resources and supports processes such as ship from store, shop online return to store, or even shop in store with return online (in other words, all feasible combinations of omnichannel returns), as well as drop shipping. These processes all aim to maximize the customer experience and to boost customer loyalty and ultimately revenue.
When ordering, customers want maximum control and flexibility. They expect merchandise to be provided quickly, fulfillment options that match their requirements, as well as options for returning merchandise as conveniently as possible. Order management offers a central overview of all order data, enabling customers to place, receive, and return orders via any channel.
Order management enables cross-channel standardization of order processes. A customer-centric order management solution complements the existing back-office logic or retailing system and serves as a hub for orders from different order systems, channels, and touchpoints.
An order management system enables retailers to flexibly develop new sales structures, create package offerings, and integrate various ERP solutions – without traditional dependencies that slow down the process. This enables innovative ideas and processes to be introduced and implemented more quickly.
KPS has been providing its clients with advice on e-commerce and retailing for more than 15 years. Order management is a particularly important interface between these areas. KPS clients place their trust in the KPS specialists’ process expertise and their in-depth knowledge of the various technological solutions. Contact the KPS All-Stars. They work hand in hand with you to develop strategic policies, select the right processes and technologies, and help you put these into practice. One-stop advice and assistance – from strategy through to real-world implementation.