Order Management System (OMS)

Customers are coming to expect brands to make use of all of their touchpoints to offer them seamless multi-channel experiences to:

  • Be recognized
  • Buy any product in stock
  • Deliver, pickup, and return products
  • Receive loyalty

… at any of the channels offered  and across channels (e.g. order online, pickup in store).

Unified Order Management

Our unified order management system allows brands to:

  1. Sell any piece of inventory, be it located in a warehouse, retail outlet, or other connected location. Benefit: Increased sales through expanded stock visibility.
  2. Create single user accounts that are available across all channels to make orders. Benefit: Increased value and utility of customer accounts, and, in turn, cross-channel sales.
  3. Recognize users and attribute and use loyalty across all connected channels. Benefit: Improved cross-channel conversion.
  4. Provide customers a variety of pickup, delivery, and return options. Benefit: New opportunities to increase sales/recapture lost sales and enhance customer experience.
  5. Deliver customer insights and order options to retail staff. Benefit: Higher customer satisfaction, sales by being able to suggest highly relevant products.

User Journeys with Unified Order Management

Here are just a few of the user journeys that a unified omnichannel order experience enables:

Customer buys online and product is shipped to store. Customer decides to drop into a retail stores in person to return the product for another size.

Benefit for customer: Convenience, save cost/time to package and send return.

Benefit for brand: Ability to convert a return into a new purchase or upsell, increase customer trust in ecommerce experience and brand.

New customer visits retail store. Customer joins loyalty program and creates an account. Customer receives loyalty points for purchase at the store. Follow up email invites the customer to use loyalty points and account for EC shopping.

Benefit for customer: Higher value from customer account as can be used across channels. Benefit from using loyalty program by being able to be credited for purchases across all channels.

Benefit for brand: Increased customer satisfaction, cross-channel sales.

Customer visits store but the product he wishes to buy is not in stock in her desired color. Shop staff uses order management system to allow customer to pay for the product in store and have it shipped directly to the customer's home from a warehouse or store.

Benefit for customer: Ability to purchase any item offered by the brand whether or not it happens to be in stock at a particular store she is shopping.

Benefit for brand: Capture sales that would be lost due to unavailability of stock in store. Increased customer satisfaction, brand perception.

The foundations of omnichannel order management:

I. Single source of truth with robust APIs.

QOR Commerce Order Management integrates with your online ecommerce shop, stores, warehouses, and eretailers to keep stock and product information up-to-date. APIs are provided for each channel to access a single order management system to ensure that all orders are processed correctly and stock changes are seen by all channels. 

One API to power every channel

II. Client-optimized interfaces.

Interfaces are optimized for different users of the order management system. 

The QOR Admin Interface using Material Design
  • Admin: Optimized for commerce administrators to be able to have visibility on all aspects of operations, reporting, and tools to manage order channels, e.g. setting up new retail stores, managing order rules, and more.
  • Store: Offered as both native and web-based apps for mobile devices as well as a pc-optimized web-based app. Allows retailers to process omnichannel orders, create new orders for customers to be sent to their home or other retail location, as well as many other features.
  • Customer Service: Web-based interface for customer service representatives to quickly search and locate a customer based on a variety of attributes (customer name, order id, etc), view customer order history, order status, make returns, partial returns, payment adjustments, loyalty adjustments, and much more.

III. Customizable rulesets and business logic.

Order management, particularly in an omnichannel system, is not one-size-fits-all as it is highly dependent on brands’ internal business rules, technological landscape, channels, and customers. The Plant offers technology consulting and customization to strive to make your solution perfectly fit within your commerce ecosystem.

Get in Touch!

Send us an email at hello@theplant.jp or use the form below to get in touch with us for a consultation.

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