Enhancing Customer Experience: How an OMS can Streamline Order Tracking & Communication

  • Jan 9, 2024
  • 5 Min Read

“Most startups, points out Tom Tunguz, a venture capitalist, can run with smaller teams, with a negligible impact on revenues”- published under headline ‘Lean innovation’, Economist.

Efficiency in business operation is the success mantra for eCommerce. Startups dealing with product and services are already looking leaner and are reaping profits by adopting AI in their order management system. Automation of supply chain technology ensures seamless flow of communication for silo-free fulfillment of orders until the last-mile delivery point.

What is OMS System?

Order Management Systems is a software responsible for synchronizing sales process of a business, beginning from the generation of an order to delivery to exchange or returns. It provides a centralized platform for coordination and filtering of orders being generated from multiple sales points inclusive of various locations of brick-and-mortar stores, kiosks, SMS, social media, online retailers, websites, call centers, through mobiles and all those gadgets which have simplified the life of customers.

The tool simplifies working module by bringing in an easy management of orders, inventory, warehouse management, shipment tracking, logistics, returns, et al. Each step required in order fulfillment is closely monitored and information is passed on to customers for convenient tracking. All these significant steps are responsible for enhanced customer experience.

In the following paragraph, let’s evaluate how OMS software can provide a better experience for customers by integrating stores with online sales and purchase trends and forecast demand for R&D. Also, how omnichannel purchasing has become more robust and customer friendly.

OMS Specifics Helpful in Streamlining Order Tracking and Communication

OMS software can be customized as per the size of an organization. A big business would require an OMS which is inclusive of all aspects of supply chain management for tracking of order and building strong connect with the target customers by bringing transparency in customer communication. For online retailers or startups, the volume of OMS can be controlled and made more specific to suit the need of a retailer.

• Warehouse Management System (WMS): OMS system is basically used for managing orders from omnichannel whereas WMS gives data on inventory available. For those e-retailers who are using multiple platforms for selling products, would require WMS for managing inventory in a smart way. This integration is a profound one and takes a retailer to the next level of business dynamics. Take for instance, customers prefer comparative shopping and with an access to various online retailing platforms in real time, comparison of cost, delivery time, discounts, and other such small but significant points can be analyzed. Those sellers who are using multiple selling points, need to be well coordinated through warehouse management system for successful order management, creating strong customer base and increased ROI.

• Inventory Management: OMS technology is not complete unless it is integrated with inventory management. OMS is a cloud-based system to monitor order creation, particulars related with pickup and delivery of order till the last mile and follow return or exchanges. When in sync with inventory management, there is real-time visibility into inventories which can be used in retrieving information for retail fulfillment.

• Forecast Demand: Since OMS records every behavior of customers related with order, purchase and browsing history; it can forecast demand for an order, more specifically an SKU. It helps in studying the pattern and provide enough data for stocking up a SKU or releasing it for clearance for better return on investment and improving sales margin.

• Retail Fulfillment: Main objective of installing OMS technology is to provide enough mileage to retailers for the fulfillment of orders in the most efficient and cost-effective way, so that customers never feel a pinch in shopping and purchasing an item.

How OMS System Works?

OMS technology works in real-time and at the same speed at which a customer is browsing for a SKU. Suppose a retailer is using 3-4 platforms for selling its products and it has around 100 units of the same product. Will the retailer keep the entire 100 units for all the platforms or would prefer to segregate on the basis of popularity of a platform and other factors, which OMS software would have tracked and reported. Based on data and report analysis, units of the same SKU are distributed and managed. Once the order is created, the platform is zeroed-in within micro-mini seconds and customers are informed about availability or directed to another platform through pop-ups or ads. This assures customers and they feel happy as well as satisfied to realize that their request can be fulfilled. Over here, WMS turns out be an ace spec as it can establish an instant connect and locate the warehouse, workout logistics for pick-up and drop.

OMS software can have proxy setting for recording the browsing history of a customer and later prompt them with products of their interest and liking. It also identifies those who regularly make fraud orders and add to the cost.

With Advatix Cloudsuite™, you can optimize inventory, slash logistics costs, and accelerate delivery; all while keeping customer experience at the forefront.