The complexities of modern order management are overwhelming many companies that run on outdated systems or have outgrown their current systems. With the pace of eCommerce and brick-and-mortar commerce at a dead sprint, with many changing variables, deeply integrated systems are starting to show their foundational cracks. What are the keys to look for in an agile order management solution, one that will set you up for success long into the future?
Real time inventory visibility is a major key to order management, but also the hardest to achieve. Being able to know where inventory is located and what the best fulfillment source to allocate from is paramount to fulfilling orders. Enterprise inventory visibility requires integration between different systems, including: point of sale, eCommerce, enterprise systems and any other system that tracks inventory levels. Integration allows these systems to communicate with one another in real time so that inventory levels are always accurate across the entire supply chain. This ensures that orders are always able to be fulfilled by a location with the inventory in stock.
*During the entire order and fulfillment process, retailers must maintain an open dialogue with the customer. This requires customer care agents to be able to view the order throughout its entire lifecycle and relay that information to the customer. Whether it’s shipment tracking, order alterations or the returns process, the customer must have visibility to the status of the order throughout the entire process. Once an order has been delivered, the customer must then have an established way to return the product. Whether in a store or shipping the product, customers must be offered different options for the returns process. Where and how the product is returned to the retailer’s inventory pool must also be automatically routed based on the retailer’s predetermined logic.
*Store fulfillment refers to a retailer’s ability to fulfill e-commerce orders in brick and mortar store locations. Options like ship from store and buy online pick up in store are powerful value adds for retailers. This pillar requires retailers to have processes in place for picking and packing products in-store. Store associates must first be notified when a new order needs fulfilling, typically through a mobile POS or other program. Products must be deducted from the store location’s inventory for the order then shipping labels (if required) must be generated and printed. Finally the item must be shipped to its final destination.
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