In a digital environment, the momentum of the customer experience takes place after the order button is pressed. A promise to the customer has been made and must be kept.
Order and delivery management begins from the end-customer’s perspective when product availability is reviewed, and an order is placed. The process continues until the customer has received the product or service and made the decision whether or not to keep the ordered item.
Order management plays a major role in creating a seamless customer experience in omnichannel environment. Centralized availability information can provide customers with an enjoyable omnichannel experience. The management system supports sales, delivery and return processes efficiently. Also, businesses have up-to-date information on the locations of the products as well as their stock status. In addition, rrder and delivery management enable a faster life-cycle and appropriate pricing for products.
The ordering phase has the opportunity to strengthen the customer experience. Once a an order is placed, a customer may wish to receive email notifications about the shipping progress and for contacting the customer service during the delivery process.
Order management consists of real-time inventory shipment, direct shipment, in-store picking, or even marketplace information.
Order management distributes the order according to the logistics models, guides the optimal delivery and is responsible for execution of the process. All information regarding deliveries can be found in one central location. This results in higher profitability and customer satisfaction.
Anssi Liukkonen
Sales Director, Digital Commerce
Global