The order management system and its uses

Order Management System (OMS) Definition and Uses

An order management system (OMS) is software that lets you manage, sell, and fulfill orders in an efficient, cost-effective manner. It provides a centralized place for you to oversee orders across all your sales channels, both online and offline. You can use an order management system for ecommerce or traditional retailing.

The main goal of an OMS is to simplify the order process, from start to finish. An OMS can affect virtually every area of your business including sales, customer service, fulfillment, and inventory management. It may be the difference between happy customers who continue to buy from you and dissatisfied ones who turn to your competitors.

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No matter the size of your organization or what you sell, you can benefit from an OMS.

Centralized customer service

An OMS keeps all customer and order information in one place. By accessing a single view of the order and fulfillment ecosystem, customer service representatives can reduce the risk of order errors, customer complaints, and lost revenue due to issues such as low inventory or unexpected shipping problems.

Omnichannel store fulfillment

Customers want to be able to choose how their products are delivered to them. While some prefer to buy online and have their orders shipped to their doorstep, others would rather pick them up in the store. An OMS can give customers the ability to decide how they’d like to fulfill their orders and leave them with an exceptional experience time after time.

Global inventory and sourcing

An OMS can help you determine the most efficient and affordable way to transport your products from your store or warehouse to your customers. Additionally, customers can use it to figure out where they can purchase your products in real time.

Sense of customer ownership

Customers appreciate ease and convenience. With an OMS, they can place orders, check statuses, and look up inventory without reaching out to customer service. This keeps your customers satisfied while saving your customer service team significant time handling requests.

How an order management system works

Here’s what you can expect when you implement an OMS:

How to choose an order management system

Not all OMSs are created equal. When you browse the market for OMSs, it’s in your best interest to prioritize those that offer the following features:

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The advantages of omnichannel order management

Customers expect they’ll receive access to the same products whether they’re on social media, browsing a website, or shopping in the store. If you don’t provide a seamless customer experience, they’ll shop with a competitor who can. This is where omnichannel order management comes in.

An omnichannel approach integrates multiple customer channels to ensure every customer receives a uniform experience, regardless of the engagement channel. An omnichannel OMS should have the ability to manage orders across all channels and use automated logic to match them with the ideal fulfillment options.

For example, a customer places an order on your website and uses their phone to make sure it’s been shipped. Once the order arrives, they decide to return it to a physical store. After making the return, an automatic credit is applied to their account and they receive a confirmation email.

By merging an OMS with an omnichannel approach, you can enjoy these benefits:

Get started with an order management system today

An OMS provides a one-stop shop to view and manage customer orders. If you’d like to exceed customer expectations while increasing conversions and sales, it’s an invaluable resource.

Adobe Commerce creates a seamless, multichannel shopping experience that meets the experience demands of today’s consumers.

Experience it for yourself by scheduling a free demo.