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The challenges for order management software in an Omnichannel world

September 4, 2018 By Stacey Woods

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Omnichannel has created many new challenges for business, not least with how to seamlessly manage sales order processing. Orders come in through many different channels, via phone, email, face to face with a sales rep or eCommerce, so it’s vital to have reliable order management software in place.

What do brands and wholesalers need to consider, to ensure their sales platform is future-proofed in an Omnichannel world?

What are the challenges of Omnichannel?

Omnichannel means more challenging and complex fulfillment requirements, and an increased demand for quick delivery straight to the customer. If you can’t efficiently process and manage your orders, regardless of the entry channel, you will have incorrect or late order fulfillment, leading to a lot of unhappy customers.

Order management software is a powerful tool to manage a complex order taking process across channels. It must provide automation, standardization, real-time visibility and vitally, integration with your other business workflow processes. But it’s not an easy process to implement and your platform will need the following to fully perform …

Consistency of information across all channels

This is the real challenge for omnichannel. Your order management system must provide one centralized place to manage your orders from all sales channels. This is critical to delivering an excellent customer experience by meeting expectations to buy, pay and return through any channel. The right solution provides the platform for seamless execution across all customer, financial, inventory and supply chain touch points.

The ability to react to changing customer expectations

Retail giants have changed everything for consumers who can now realistically expect to receive packages the same day they ordered them. This has an impact on B2B expectations as B2B buyers are looking for the same level of service.

Your order management platform needs to optimize order fulfillment and delivery. All functions need to be interconnected from order to fulfillment to payment. There should be no breaks in the chain that will cause delays and ultimately customer disappointment.

Access to real-time inventory

Omnichannel means that real-time visibility of company-wide inventory is vital. Your order management software must intelligently manage order routing, support shipping from different locations, and ensure that all channels have an accurate and consistent view of product availability.

This will reduce stock-outs and use your sales to accurately forecast your inventory requirements. The more accurate sales forecasts are, the less stock a manufacturer needs to hold leading to reduced costs in warehousing and capital tied up in stock. In conclusion, the B2B world is moving to a more integrated Omnichannel environment. As a result, B2B order management systems will need to up their game to meet the new challenges and manage the increasing complexities of orders and service expectations set by B2C.

A centralized order management system is crucial to delivering a true customer-centric omnichannel experience.

Can your order management system keep up?