Automation and Machine Learning to Deliver a Seamless Customer Experience

By Kyle Fitzsimmons, Marketing Content Manager for Ultra Commerce
As B2B organizations continue to evolve in how they do business digitally, the order management system remains a critical component to the overall customer experience. Automation is one vital requirement to a seamless end to end user experience, unifying all sales channels and removing manual order entry while reducing errors caused by the human element.

Complex order orchestration and order fulfillment with your OMS presents several pressing business challenges when automation is lacking, including:

• Multiple sales channels – Multiple touch points via multiple channels, giving the customer an integrated experience regardless of channel equates to a seamless buying journey and should be your end goal
• Tracking difficulties – Multiple internal IT systems and supply and logistics providers make it difficult to track orders on a split or line item level to meet customer satisfaction
• Error in the human element – High error rates and increased staffing requirements can eat into profit margins, and lead to poor customer experience when there are too many manual processes in play

Benefits to automating your OMS

By embracing automation and machine learning in your OMS, you can easily connect your disparate internal systems while reducing manual processes, leading to an optimal end to end customer experience. Increase revenues, reduce non value adding resources and improve customer and supplier experience all while improving the lives of your employees as well as your valued buyers.

The marriage of digital commerce and data science creates data driven commerce, empowering your organization to not only retain but utilize precious customer data. This further improves the end to end customer experience, which creates the repeat customers and loyalty that B2C brands have thrived on for decades. B2B is just now catching up, and it is never too late to adopt what works.

We want to hear about your challenges around order management. Let’s chat. Drop us a line.