Order management
Manage orders collectively from various sales channels such as EC, online marketplaces, logistics centers (DC), stores, direct shippers, and agents.
Retailers can utilize order management throughout the entire lifecycle of customer orders, from credit fraud checks to payment processing and delivery of purchased items. In "order management," all systems are interconnected, including the creation of transactions with customers, interactions, documentation, and responses. It provides centralized access to all reliable information regarding orders. E-commerce personnel, customers, call center staff, shipping personnel, and store staff can grasp the status of transactions and overall inventory in real-time. By integrating and managing customer orders across all sales channels, brands, and regions within a single system, the omnichannel purchasing experience can be significantly improved. *For more details, please download the PDF or contact us.*
basic information
Functions and Features Orchestration - Reduces complexity and cost through a single architecture - MACD (Move, Add, Change, Delete) for orders in transit - Specific milestone tracking to proactively identify and resolve issues - Audits all changes in the order lifecycle process - Supports multiple brands, countries, and currencies Fulfillment - Supports BOPIS (Buy Online, Pick Up In Store), BORIS (Buy Online, Return In Store), shipping to stores, and shipping from stores - Supports a variety of fulfillment options for a single order, including home shipping, in-store pickup, shipping from stores, and same-day delivery - Accommodates various return methods and automatic refunds Interoperability - Leverages existing assets (legacy systems) - Implements features such as customer history search, holds, and cross-channel returns/exchanges through a wide range of REST services - Pre-integrates tax calculations using third-party tax applications - Pre-integrates payment processes using third-party gateways
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Applications/Examples of results
For more details, please download the PDF or feel free to contact us.
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Omnichannel: Details of products, locations, and personnel.
In today's omnichannel world, standing still means falling behind. The era of slowly and steadily moving from stores to call centers and warehouses is over. Success hinges on delivering the products customers want, at the time and place they wish to receive them. To achieve this, one must always be active. Leading retailers are those that continuously optimize, innovate, and experiment. They understand the essence of connected commerce and possess the tools to provide what customers demand. This three-part guide will explain how Manhattan Active solutions enable exceptional experiences that drive efficiency, growth, and customer satisfaction. It begins with integrating areas such as products, locations, and personnel. For insights on how Manhattan Active solutions can provide your company with the competitive edge it needs, please refer to our e-book, "Products, Places, People."
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Case Study on Order Management System Implementation: "Super Retail Group"
Reducing fulfillment costs by utilizing Manhattan [Challenge] Over 20% of delivery orders were shipped out of state at a high cost, despite having inventory available within the state. Additionally, over 15% of delivery orders were split into multiple packages, which also contributed to the increase in fulfillment costs.
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Manhattan Associates evaluates leadership positions in the order management sector of the "FORRESTER WAVE."
To achieve consistent fulfillment, sales, and support, an OMS alone is not enough. Leadership is required. Leaders in omnichannel commerce solutions enable companies to sell, fulfill, and engage consumers wherever they are. Companies need to provide personalized delivery in the way consumers want, when they want, whether at home or in-store, today or tomorrow. For this, fulfillment strategies, sales, and support must be consistent. Manhattan is proud to be recognized as the only leader in "The Forrester Wave: Order Management Systems, Q2 2021." With the highest scores in inventory management, fulfillment, and pre-purchase customer experience, Manhattan is confident in its position at the top of omnichannel capabilities. Download the report (in English) to see why Forrester has named Manhattan Associates a power player in the OMS category.
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Manhattan Associates launches "Omnichannel as a Service" in Japan.
Manhattan Associates (NASDAQ: MANH) has announced that it has begun selling the Manhattan Active(TM) Omni solution in Japan. Manhattan Active Omni, the first omnichannel-as-a-service solution, supports the rapidly changing retail business in Japan and flexibly responds to the needs of today's consumers who actively shop digitally. At the same time, it provides an excellent purchasing experience for customers across all channels and offers means to improve sales and customer loyalty for Japanese retailers.
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The Importance of Inventory Management in Retail: Accuracy of Store Inventory
Omnichannel fulfillment is undoubtedly important for retailers, but as stores become an essential part of omnichannel fulfillment strategies, new risks also arise. The loss of sales opportunities is an obvious risk, but disappointing customers is also a significant risk. When a customer orders online and is promised that their order will be ready for pickup at a specific time, they naturally expect it to be ready. If it is not, they may feel dissatisfied and choose not to shop with you again. In today’s highly competitive environment, this can easily lead to lost business opportunities and a decline in brand reputation. According to a study by Forrester Research, poor customer service is estimated to result in a loss of sales opportunities amounting to $62 billion annually in the United States.
