How Consumer Electronics Brands Benefit from an Order Management System

Companies in the consumer electronics industry are constantly juggling a myriad of operational challenges. From managing serial numbers and warranties to ensuring seamless fulfillment, the demands on your technology stack are high. And with increasing pressure to optimize processes and meet ever-evolving customer expectations, the stakes have never been taller for this trillion-dollar consumer market.

Facing the complexity of integrating new systems with legacy ERP software, all while maintaining accurate inventory visibility across multiple sales channels, and automating time-consuming processes can overwhelm even the most seasoned IT professional. The potential for errors, delays, and inefficiencies looms large, threatening to disrupt both operations and customer satisfaction.

This is where a robust Order Management System (OMS) can make all the difference. By centralizing and automating key processes, an OMS helps you streamline operations, reduce errors, and improve the overall customer experience—all while integrating seamlessly with your existing systems.

Let’s dive into some specific use cases where an OMS can address these pain points and bring tangible benefits to your consumer electronics brand.

Serial Number Management

In the US, online sales are expected to represent 50% of the total revenue in the Consumer Electronics market by 2024. This demands a high level of organization and efficiency for consumer electronics brands. This is why the serial numbers management is a critical operation. Each product often comes with a unique serial number that needs to be accurately tracked from the moment it's manufactured to when it's delivered to the customer—and beyond. An OMS can streamline this process in several ways.

• Integration with Inventory Management: Serial numbers are seamlessly integrated with inventory systems, allowing brands to maintain accurate stock levels and avoid discrepancies. This is particularly important in preventing issues like double-counting or missing inventory, which can lead to fulfillment delays or stockouts.
• Automated Serial Number Capture: The OMS can enforce the scanning of serial numbers during the shipping process. By implementing a flag system that requires warehouse staff to scan serial numbers for designated products, companies can ensure accurate tracking of individual units from the moment they leave the warehouse.
• Centralized Tracking and Verification: An OMS provides a centralized platform where all serial numbers are logged and tracked. This not only ensures that every product is accounted for at each stage of the supply chain but also enables specific product searches and verification for customer service reps, which enhances customer experience.

Warranty Management

Managing warranties is another complex aspect of the consumer electronics business. Warranties often involve specific terms and conditions that need to be carefully tracked and honored. Ensuring that each warranty is correctly associated with the corresponding product and customer is vital for maintaining customer satisfaction and legal compliance. An OMS offers robust tools to manage warranties effectively.

• Automated Warranty Application: Upon the purchase of a product, the OMS can automatically link it to the product’s serial number and the customer’s profile. This eliminates manual processes and reduces the risk of lost or incorrect warranty information. It can also delay activation after certain conditions are met—such as the delivery of the product—ensuring that customers receive the full benefit of their warranties and that brands can avoid premature warranty expirations.
• Streamlined Fulfillment for Warranty Items: The OMS can optimize the fulfillment process for warranty-related transactions. By suppressing warranty items from distribution center ship notifications, the system reduces clutter and confusion in the fulfillment workflow. This allows fulfillment teams to focus on physical products that require shipping, while still maintaining accurate records of warranty activations and services. 
• Handling Warranty Claims and Repairs: When a customer needs to file a warranty claim, the OMS can streamline the process through integrations with third-party warranty providers, automatically validating the claim against the product’s serial number and purchase history. It can then trigger the necessary workflows for repairs, replacements, or refunds, ensuring a smooth and efficient resolution.

Customer Service Operations

In the hyper-competitive consumer electronics market, customers expect fast, accurate, and personalized support, especially when dealing with high-value, tech-centric products. An OMS tailored to the consumer electronics industry can significantly elevate customer service operations, helping brands meet and exceed these expectations.

• Advanced Order Lookup by Product Attributes: Consumer electronics often involve complex products with multiple variations—different models, configurations, or software versions. An OMS allows customer service teams to quickly and efficiently look up orders based on specific product attributes, such as serial numbers, model numbers, or even specific technical specifications.

• Automating Return and Exchange Processes: An OMS streamlines the complex return and exchange processes. It automates return authorization by instantly verifying product details, reducing the burden on customer service teams. The OMS can be configured to handle different product categories with customized workflows, accommodating various testing and refurbishment needs. And, by providing real-time status updates throughout the return or exchange process, it keeps customers informed and minimizes follow-up customer service calls.

Omnichannel Sales and Fulfillment

Customers expect seamless shopping experiences across multiple channels. An OMS tailored to the consumer electronics industry can revolutionize omnichannel sales and fulfillment strategies, helping brands meet and exceed customer expectations.

• Omnichannel Inventory Display: An OMS enables brands to showcase all available inventory on their website, regardless of its physical location. This comprehensive view empowers customers to make informed purchasing decisions based on real-time stock information. This approach not only reduces shipping costs but also enhances customer satisfaction by offering immediate product availability.
• Multi-Channel Sales Integration: Consumer electronics are often sold across various platforms—online stores, physical retail locations, and third-party marketplaces. An OMS unifies these diverse channels, providing a cohesive system for managing orders, inventory, and returns. This integration ensures consistency in product information, pricing, and availability across all sales channels, reducing errors and improving the overall customer experience.
• Flexible Fulfillment Options: Modern consumers demand convenience and flexibility in how they receive their purchases. An OMS supports a wide array of fulfillment options, including: Buy online pick up in store (BOPIS), buy online return in store (BORIS), curbside pickup, ship-from-store, and more. By offering diverse options, consumer electronics companies can cater to varying customer preferences, improving overall satisfaction and adapting to evolving shopping behaviors.

Sustainability Initiatives

This is an often forgotten, and yet fundamental, side of business: sustainability. While it becomes increasingly important to consumers, brands are under pressure to adopt environmentally responsible practices. An OMS can help brands be compliant and take care of the planet while enhancing their image and reputation.

• Buyback and End-of-Life Programs: These incentivize customers to return or recycle old products in exchange for discounts on newer models. Running this kind of initiative requires data management and logistics that an OMS can easily provide. This not only promotes sustainability but also encourages repeat business. 
• Addressing Eco-Fees: In regions where eco-fees are required for products that could be harmful to the environment if not recycled properly, an OMS can help facilitate processes. It can apply these fees, ensuring compliance with local regulations, and generate tax and regulatory reports, streamlining fee management across different regions.

Pre-Order and Back-Order Management

Managing pre-orders and back-orders effectively is crucial for customer satisfaction and inventory optimization. An OMS can significantly enhance these processes, providing benefits for both retailers and customers.

• Pre-orders: Consumer electronics often have high demand for new releases. An OMS can accurately track pre-order quantities against anticipated inventory, manage customer expectations with automated updates on release dates and shipping timelines, and facilitate smooth transitions from pre-order to fulfillment when products become available. The system also securely processes deposits or full payments for pre-orders and manages financial reporting for these transactions.
• Back-orders: When popular electronic items go out of stock, an OMS efficiently manages back-orders. It provides real-time visibility into expected restock dates, automates customer communications about order status and estimated fulfillment times, and enables partial order fulfillment. By analyzing back-order data, the OMS helps brands optimize inventory levels and inform future purchasing decisions.

Unique Consumer Electronics Products

Consumer electronics products often require specialized handling and fulfillment processes. An OMS tailored to the consumer electronics industry can effectively manage these unique product types, enhancing operational efficiency and customer satisfaction.

• Subscription-Based Products: For companies offering products on a subscription basis, such as software or services bundled with hardware, an OMS plays a crucial role. It manages recurring billing cycles, automates subscription renewals, and allocates inventory for hardware replacements or upgrades. This ensures seamless service continuity and helps reduce customer churn.
• Bundled Products: Electronics often come with accessories or as part of bundled offers. An advanced OMS manages these complex order types, ensuring correct product bundling and maintaining accurate inventory levels. In cases when both physical and digital products are bundled together, an OMS can manage the start of subscription services once the physical product is received.
• Customizable Product Configurations: For companies that offer customizable electronics (e.g., custom-built computers, engraved headphones), an OMS can manage the various configurations, ensuring each order is accurately fulfilled based on customer specifications.

Deck Commerce: A Tailored Order Management System for Consumer Electronics Brands

In conclusion, an efficient and robust order management system (OMS) is essential to maintain competitiveness and meet customer expectations in the consumer electronics industry. At Deck Commerce, we specialize in order management, and we’ve dedicated our expertise to helping consumer electronics brands optimize their operations and enhance their omnichannel fulfillment strategies.

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To learn more about how Deck Commerce can help your brand overcome market and operation challenges, book a demo with us today. Discover the full potential of our OMS tailored to meet the specific needs of consumer electronics businesses.