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Signs You're Ready for an Order Management Solution

Kristen Mulvaney
By
June 04, 2019

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The Writing is On the Wall – Don’t Ignore the Telltale Signs You’re Ready for an OMS


Future success depends on today’s planning.  And with the pace the retail market changes, you know future success doesn’t come by accident.  You either grow or die.  We see it often – someone at your company suggests making a change to your processes and technology stack, but the suggestion goes unheard for far too long. Sometimes you already know you need a change, but it takes one light bulb moment and a lot of support from your team to get things going.  If you’re experiencing any of these growing pains, it’s time to consider implementing an order management solution today.

 

1. You plan on adding or changing vendors to improve customer experience

Loyalty, payment, fraud, tax – the list of vendors your company works with to process orders from start to finish could go on forever.  As your business evolves and your customers demand improved experiences, your team needs to be ready to change or add technology quickly.  Failing to do so can result in poor customer experiences, and ultimately customers who once were your brand advocates will become your competitor’s advocates.

 

Think about it – do you have plans to add payment options like Apple Pay, PayPal, Afterpay, or others that are convenient for your customers, so they don’t abandon carts?  Do you want to give your customers an awesome loyalty experience using a loyalty tool like Clutch?  Do you want to give your customers a personalized experience using Emarsys or Salesforce Marketing Cloud?

 

One of the number one reasons brands implement a dedicated order management solution (OMS) is the ability to add or change vendors without having to completely rewire their system framework.  A reputable order management solution will have a strong list of pre-built integrations that makes it easy to swap one vendor for another if your customers and internal teams are having issues with them.  Even better, your order management solution should have a plugin architecture that makes it easy for your company to switch to nearly any third-party integration with little risk.

 

2. Your team is processing one order at a time for quality control

We know it’s important for your team to monitor orders for quality control as they’re being processed, but a one-by-one approach will hold you back in the long run.

 

When it comes to scaling, automation is key.  Quality control should be left to automated workflows that can detect issues like over-allocated inventory, payment issues or custom order inconsistencies.

 

Workflow automation reduces risk of human error and gives customers a more consistent experience as they interact with your brand.  The amount of time your business will save by automating workflows is significant and will make it easier for your customer care team to focus on their top priority: an awesome customer experience. 

 

3. You can’t see orders from all channels in one place (online, in-store, BOPUS)

Are you logging into multiple interfaces to find up-to-date order information?  If so, your customers are probably frustrated.

 

If you’re selling on multiple channels or plan to in the future (and we hope you do!), your entire team needs visibility into all orders in one view.  A good order management solution will have one view where your team can log in and see every transaction that’s taken place on all orders and service customers on the same screen.  Nothing is more frustrating to customers than a long wait time as the customer service team checks multiple systems and channels for their order.  It should be as simple as this: “Hi, can I get your name or order number?  Great – I see your order right here!  How can I help you?”

 

It’s time to talk to your team (and Deck Commerce!)

If you’re struggling with any of these growing pains and want to learn more about the necessity of order management for commerce, we want to talk to you!

 

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