Product-based companies must constantly meet and exceed ever-changing customer expectations. It’s what keeps shoppers coming back to your business.
Delivering on customer expectations comes from the ability to complete the perfect order: Getting the right products delivered at the best price, when and where they want. For merchants, the perfect order means accomplishing this at the optimal cost and efficiency.
Unfortunately, too many businesses lack these capabilities. But it is possible.
The perfect order starts by deploying a centralised order management solution that holds all information from the order management process, including order, sourcing, payments and fulfillment.
A centralised solution also spans all channels of sales operations so it doesn’t matter where an order originates. All fulfillment channels have access to all information so the organisation can appropriately allocate inventory based on stock levels, demand requirements and timing. For the customer, it’s a seamless experience they’ve come to expect.
Product-based companies can achieve this by automating the end-to-end, order lifecycle, including order capture and validation, order release, shipment confirmation, customer communications and settlements. With a centralised and automated system, you’ll be able to cost-effectively support complex processes such as split shipments, drop ship, personalised products, continuity programs and digital fulfillment. A centralised order management solution also coordinates all of your fulfillment locations and providers to keep processes moving smoothly and quickly. If fulfillment exceptions do happen, you can resolve them quickly.
The most significant advantage of a centralised solution is being able to provide a superior customer experience. During the shopping journey, customers move across online and offline channels before making a purchase. For the anytime-anywhere experience they demand, a single, cross channel view of orders enables customers to get up-to-date information on their order regardless from where they interact with a merchant—website, mobile, in-store or a customer service centre. Merchants can also use interaction and order data to continually engage customers with personalised communications, promotions and offers.
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Want to learn the two other critical components to achieving the perfect order? Download the full eBook below.