Implementing an Order Management System: yes or no?
As a retailer, there are many challenges you may face. For example, the costs of your online orders may be too high, squeezing your margin. Or your processes may be inefficient, resulting in higher staff costs. Or you may want to implement new payment or delivery methods but find it impossible to do so in your systems.
All these problems stand in the way of a good customer experience. And it is precisely that customer experience that is so important these days; because customers have more and more options when it comes to buying and ordering products.
If you as a retailer want to offer a good customer experience, it is advised to focus on creating an omnichannel experience. An important step to get there is to get your IT systems working together. Where you may now be tying programs together or having solutions made with customised standard packages, it is interesting for many retailers to look at a system that positions itself between all your current systems and then ensures a good lifecycle of all your orders. We call such a system an OMS, or Order Management System.
Why should I implement an OMS?
Unlike other systems, an OMS is specifically designed to take the central role in the omnichannel process. For instance, we see retailers adapting backend systems (such as ERP systems) to distribute orders. With the arrival of new channels, this often causes problems. Backend systems are often too static to quickly add new channels or to keep up with other changes. Order management is sometimes built into the front-end. But the front-end isn’t ideal either, because it is focused on the presentation and sale of products. Bringing in an order is a completely different process from distributing an order.
By placing an OMS between the front-end, back-end and other systems, you create an omnichannel architecture that makes optimal use of every other system. Processes can be optimised without having to reconfigure all your systems. Connecting new sales channels, payment systems or fulfilment partners becomes a lot easier too. This does not only result in a better customer experience, but often also in cost reduction and a grip on the entire ICT landscape. Implementing an OMS therefore contributes to the omnichannel ambitions of a retailer in multiple ways.
You need more than just an OMS
However, just implementing an Order Management System is not enough if you want to create an omnichannel shopping experience. POS systems of shops need to be connected as well. It takes a shift in all channels to create a true omnichannel experience.
Do you want to know more about the functionalities of an OMS? Read our whitepaper: Choosing a new OMS.
Ready to take your next step in order management?
Book a demo to try OIL for yourself, or download the OIL info sheet.