From clicking 'add to cart' to processing a return, order management software handles critical operations behind the scenes of your customer shopping experience. Since customer experience is a driving force for success in the competitive retail space, auditing your order management life cycle to make sure it achieves both customer experience and business operational goals is a must.
An order management solution must support an order throughout its entire life cycle and create a seamless experience for business users and consumers alike. We identified 8 critical order management touch points from the initial consumer experience to customer service interactions. These touch points should be reviewed for operational efficiency and customer experience on a regular basis. If your business supports omni-channel purchases, remember to review the order management life cycle for orders fulfilled across multiple channels.