In online shopping, few things surpass the thrill of getting a package delivered to your doorstep. For the consumer, the delivery is a successful final point. For businesses, the fulfilment of orders ensures continuity and profit. What exactly is order management? It's all that allows this experience to be great and possible.
Managing orders is a complex procedure that culminates in the moment of truth when a retailer promises its brand to its customers. After the customer pushes the purchase button or checks out with order management, the process ensures that the product is delivered and shipped.
What is Salesforce Order Management?
Order Management System (OMS) is everything that occurs after clicking the purchase button. This includes the downstream operational processes, partnerships, and systems to process the order. It's a system for managing the customer's records, rankings, visibility of inventory, invoicing, and payments, as well as customer service. However, the primary system for order administration is further.
Customers expect a seamless buying procedure from the time they pay to the time they receive their purchase. They also expect complete information about the status of their order. Consumers are interested in knowing if there's any issue with their shipment or the location status of their order and easy returns.
Behind the Scene When Customer Click the Buy Button
At one point, ordering management systems were restricted to back-office systems that were typically in the logistics division of a business. However, this isn't acceptable in a customer-centred economy. That's because order management has become crucial to customers' overall experience.
Brands have done everything throughout their CRM lifecycle; awareness sites, consideration, conversion, etc., will lead to this moment. In reality, order management is the most crucial moment in the value exchange. The order management system must fulfil the brand's promise.
What happens next after the customer presses the purchase button? When a customer is ready to pay, a complicated sequence of processes begins to fulfill the purchase. Storefronts can be connected to as many as 39 systems to complete an order. The most popular are the payment system, tax, fraud inventory management, accounting, and shipping. This is the process step-by-step:
Accurate Check of Inventory by the Merchandizer
A business must have a clear overview of the inventory count to prevent overstocks and sell-throughs. This perspective helps to determine the origin of shipping, as goods are shipped from different locations or distributed between multiple warehouses, distribution centers, and stores.
Order Route Checking
It's essential to verify for routing of orders after checking inventory. Are the products regular? Is there a customization process that could lead to a separate warehouse? For custom orders, a team could require in-house instructions for constructing the product.
Shipping Integrations
The ability to ship quickly and flexibly is crucial to gaining trust and loyalty. 57% of customers stated that delivery on the same day could make people more loyal to a particular brand. The expectation of B2B customers for delivery is also increasing. They are now expecting similar options from consumers. In 2020 there was a 44% increase in online B2B transactions.
Delivery
Lastly, the delivery of the product comes after completing packaging, shipment, and clearing out payment. It is also the brain behind every step in the fulfillment process for B2B and B2C customers. Imagine it as the driver of an intricate collection of business logic and workflows that help to move an order from the cart to the customer.
Provide a Great Customer Experience with Quality Order Management
To achieve an extraordinary customer experience, it's essential to have an excellent order process. The latest system for managing orders is focused on customers and is integral to the office front.
Why? Because the moments during shopping can turn into frustration or excitement for customers. They determine whether the customer can complete a purchase and then becomes a loyal client or if they click over to the competitors.
Offer Flexible Delivery Options
Customers want flexibility in delivery and shipping, starting at one-hour delivery in metro areas and weekends delivery or next-day delivery. They wish these options were shown clearly on the product page. It will increase customers' trust and result in a better shopping experience.
Ensure Accurate Product Information
Do not disappoint or annoy your customers by sending out-of-stock notice after adding the item to their cart. For buyers in the business, time is money - and any time spent looking for products that are not in stock is unproductive. If the product is not in inventory or is running low, mention it on the product's page to provide customers with the most accurate information on the stock available.
Provide Self Order and Returning Status Service
Customers must be able to view the status of their order and receive notifications, including emails and text messages. Customers can also alter shipping information. Returns too should be self-service, with printout returns labels and selecting which location and method to send an item back. It makes the company stand out because the more effortless the customer journey is, the more chances they get back.
Empower Sale Raps and Agents
Sales reps and service agents are at the front of customer service. They must assist customers in any way they can. This requires full visibility into customer activities and orders. Technology can help them take orders for the customers and make delivery and shipping changes to existing orders.
The integrated order management systems ensure efficiency by controlling every aspect of the supply chain. Every action a brand takes throughout the life cycle of a customer will result in this moment of exchange value with their customers.
Significance of Commerce Cloud Order Management
As we discussed every stage of a customer's journey when he places an order on your eCommerce website, you must understand how Order Management System holds such significance today. As a retailer, if you want a successful business, you must use a quality order processing system. And clearly, Salesforce OMS is the perfect solution to take care of all your needs.
Get Started with a Great Order Management System
OMS isn't only about processing orders. It also integrates systems for customer interaction that affect the experience after purchase, such as CRM, ERP sales, service, and commerce, to name a few examples. Salesforce Order Management system allows everything to be accessible to all parties in an integrated platform.
You can get Order Management System for your eCommerce business to reach the highest conversion rate. But to achieve such excellence, you would need professional help. Innovadel is a Certified Salesforce Consulting Partner who offers quality OMS services. You can contact us for consultancy, and we'll take over. Don’t hold back and get started with OMS for guaranteed success today.
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