Overview

What is Order Management?

Order management is the order-to-cash sales process that sits at the heart of any goods-based B2C and B2B company. Put simply, it's the end-to-end cycle of receiving and processing a customer order through to fulfillment.
Order management is not conducted in isolation; it relies upon almost every department in a company: from a customer service team to the warehouse staff, the accounting department through to delivery partners.
When mastered effectively, order management ensures a business's workflow runs smoothly by establishing efficient processes to keep it moving forward; maintaining customer satisfaction and protecting a company's reputation.

eOMS

RSolutions eOMS allows users to effectively manage the entire cycle of information flow from the moment the order receipt to payment (Order to Cash) is released. It helps organizations to manage creation of order from partners, customers and internal departments.
Functions of order management allows promptly manage and control the process of selling, purchasing, internal transfers, returns, shipping, payment and various other processes around relationships with customers.
Implementation of the system enables improving the efficiency of the vendor's business through complete control over sales, automation of order formation by firms- buyers, reducing the cost of order fulfillment, improving service quality of firms-buyers.
The system supports the entire cycle of the supply chain and integrates with solutions for warehouse and transport management, which allows monitoring the status of order fulfillment and optimizing the level of warehouse remnants at all levels of the supply chain.

How it works

Here's a breakdown of how end-to-end order fulfillment works

Step 01: The process begins when a customer places an order; either online, in-store or over the phone with a customer services representative. The customer's details are then stored, including order history, volume of orders and payment preferences. Lastly, the customer order is sent to the warehouse.
Step 02: The inventory is then checked by a warehouse manager and continuous supply from vendors is recorded. If inventory runs low, or runs out completely due to a large order, then an order will be placed to the purchasing department.
Step 03: The order is then sent to the accounts department, where it is recorded as either cash sales or accounts receivable. The sale is logged in the ledger, an invoice is generated and sent to the client, and the payment is recorded.
Step 04: A third-party shipping service (or a company's own LTL) will then deliver the goods to the consumer and the order is fulfilled.

eOMS

Challenges & Solutions

The Challenges of Order Management

The more touchpoints and stakeholders involved in the order management process, the more obstacles there are to its success. Some of the key challenges for businesses include human error and process backlogs, inventory visibility, transportation errors and poor communication, which can all seriously negate customer satisfaction and ultimately negatively impact loyalty.

eOMS

The Solution: An Order Management System

In order to establish a fast-moving, cost-effective and accurate order management cycle, both B2C and B2B companies are choosing to use an integrated and responsive order management system (OMS). The OMS integrates directly with a business’s ERP and is set up to work alongside the human workforce in order to obtain the most productive and profitable order management cycle possible.

eOMS

Benefits

An order management system has several key benefits for businesses including visibility at every step of the sales process, time efficiency, reduced risk of human error and improved accuracy.

Here are the top six benefits to an OMS:

Automation Efficiency

An OMS operates on automation, and an automated order processing system saves costs on manual labor, decreases the risk of human error across invoicing and order data, and frees up time for companies to focus on growth and customer satisfaction. It also increases data security as there is less need for manual intervention.

24/7 Access

Businesses can access their order management system online from any destination, which means they’re are able to process orders remotely and at any time. This results in greater data control, better customer service and more efficient order processing.

Focus on Growth

The automation of the order-to-cash system quickly creates a standardized process from one single platform, freeing up company time to collect and analyze data in order to leverage business intelligence for further growth and tackle any issues.

Inventory Management

The real-time capabilities of an order management system benefits inventory management, by distributing data in real time regarding items sold, returned or exchanged. This saves companies from over-selling inventory, and once again, ensures customer satisfaction.

A Centralized View

The ease of a centralized order management system gives companies a single view of the complex e-commerce fulfilment ecosystem and protects against order errors, customer dissatisfaction or lost revenue due to common glitches like low inventory, incorrect invoicing, or unforeseen transportation errors.

Real-Time Information

Thanks to the real-time data display of an OMS, companies are able to react faster to any issues that may arise, rather than risking customer dissatisfaction with errors or delays. It also ensures that product and payment data are up to date, giving companies more insight into their current state of business.

More Benefits

Improved Sales Visibility to provide visibility of demand.
Sale agents have access to accurate and complete information via a single repository housing all relevant sales transactions.
Customers are empowered through self-service status tracking functionality, accessible on the Internet.
Expedite Sales Cycles & reduce commercial cost of each transaction.
Blanket sales agreements associate customer orders (releases) with pre-negotiated terms and volume commitments.
Help optimize and ease the processes of search, comparison and selecting products, for your customers
Forecast sales volume and optimize the stock of your ready goods.

Why it is Important?

High volume, high velocity, high expectation; the three key consequences of the rise of e-commerce and customer expectation in today's 'always on' society. The popularity of digital and e-commerce means that customers expect to order whatever they like, whenever they like and from a platform that suits them.

eOMS

In our 2018-19 Digital Transformation Report, we found that 'the number of businesses using e-commerce to support their digital transformation has risen from 73% to 87%' so the demand for e-commerce fulfillment has never been more prevalent.

Customers expect a one-click process, and in order to encourage loyalty and repeat business, companies need to do as they demand.

Order Management Solution (eOMS)

Improved Sales Visibility

Overview

What is Order Management?

How it works

Here's a breakdown of how end-to-end order fulfillment works

Challenges & Solutions

The Challenges of Order Management

The Solution: An Order Management System

Benefits