B2B Order Management: Key Requirements to B2B OMS Solutions
From Dave Crow and Mike Lewandowski at Ultra Commerce,
Last week we covered the common challenges faced in B2B order management. Here are the key requirements to solving those challenges around B2B OMS complexity:
Global view of inventory
The ability to extract data from multiple ERP systems while having all of your product data in one central location to enhance efficiency.
Advanced business rules
A sophisticated orchestration engine that can engage and allocate orders across multiple locations, facilities and/or processes.
Order orchestration
Management of orders regardless of sales channel, across manufacturers, suppliers and distribution points. Dynamic real-time view of sourcing that provides a holistic view of inventory.
Delivery and service scheduling
Highly sophisticated service installations and simple delivery requires a system with the nuances in detail to assign the right person with the right skillset to deliver/service your products.
Returns (reverse) logistics
Mirrors all the aspects of the delivery process, but in reverse order. Manages credit processes for returns that, if handled incorrectly, can cause frustration in customers.
A unified customer experience
Outstanding CX involves every interaction and touchpoint a customer has with your company. From first touch on your website or call with sales to delivery and full lifetime engagement – their journey must be seamless to meet expectations.
B2B order management can win in the CX category
Customer experience isn’t linear – it will be different for each journey. Having a technology and a company mindset that accommodates for this and provide a seamless journey is critical.
Being able to take all the pieces of your order management system and delivering them with a customer experience mindset first is critical.
Having all of your channels, online and off, seamlessly aligned to your customer, will give them the experience they crave to come back again, and again. How do you engage with your customers across every single channel?
Want to learn more about common challenges (and solutions) around B2B order management? Download our recent eBook on this topic:
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