When you run a business, you make a lot of decisions that impact your reputation and bottom line. You’re always trying to fulfill the perfect order. You want to get
the correct product to the correct customer at the correct
location — quickly, in pristine condition, and at a price point
that makes money. And in today’s consumer-centric market,
you need to maintain contact with your customer throughout
the entire process.
If you can execute a seamless customer service experience
repeatedly, you can create a rapport of reliability and trust
with your customer. As a result, they will be more likely to
buy from you again and recommend your product to others.
Loyal customers attract new customers, which ultimately results in market share gains.
This complex relationship between fulfillment and customer satisfaction means you need to find a way to make your
process more fluid. One effective tool that business owners
often overlook is the strength of their order management
Why You Need Advanced OMS Technology
As a company, you’ll never abstain from consumer criticism. However, advances in commerce technology can reduce performance gaps and create a strong service strategy.
Order management systems are readily available, but it’s
cheaper and easier to turn to the pros. They already have
advanced OMS technology in place and can help streamline
your workflow from day one. After all, order management extends beyond increasing the accuracy of pulling a customer’s
product from the shelf and shipping it. It’s a key component
of your overall fulfillment strategy.
An OMS can also lower staffing costs and save you money
by avoiding costly mistakes and reducing the amount of time
it takes to process orders. For example, software can screen
for suspicious activity to weed out fraudulent transactions and
data entry errors. It also makes complex order configurations
In addition, a portion of a business’ over-
head is wrapped up in inventory-holding
costs. These costs include rent for warehouse
space, insuring goods, and the expense of
keeping unusable product. If you can cycle
inventory correctly (first in, first out) and
forecast inventory needs based on historical
data accurately, you can reduce expense and lead time.
An OMS can also make the daunting task of reverse
logistics more palatable. The right technology can help you
optimize inventory, decrease costs, and maximize your sales
cycle. It also improves purchaser experience because you can
respond to customers with accurate, real-time data.
What You Should Look for in an OMS
Not all OMS technology is the same, so it’s important to
evaluate the software your fulfiller offers. Here are some of
the key components you should discuss with your provider:
; What’s included in the OMS? You should have a clear
understanding of what modules are included. Typical
modules include inventory management, order taking,
shipping and tracking, reporting, and customer service.
; What reporting is available? You always want to have
access to real-time data that can help you manage your
business in a meaningful way from anywhere. Standard reporting includes analytics for marketing, social
media, orders, returns, product refurbishment, cancellations, declined orders, and inventory counts.
; Can the software be customized and scaled? The software should fit your specific business needs and accommodate changes in your order volume.
; Can you integrate easily with third parties? API
integration with shippers, payment processors, email
marketers, and e-commerce platforms is imperative in
a solid OMS solution. More importantly, make sure the
software can handle upgrades and grow.
; How easy is it to use? The dashboard and platform
should be clear, simple, and intuitive.
; What level of support does your provider offer?
If your OMS isn’t working, neither is your business.
Make sure you have a local support team that understands how your company works.
Using advanced OMS technology can change the way
you do business. You can manage your daily activities and
build processes that are more fluid and ac-
curate. As a result, your team and customers
will have access to the information they want
and need, improving your performance and
strengthening your relationships. A fuller
customer service experience will result in
happier customers, more referral business,
and increased market share.
Getting What You Need From Your
Vendor’s Order Management System
BY R. TODD THILL