Order Management's Essential Role in Creating a Positive Omni-Channel Experience

Order Management's Essential Role in Creating a Positive Omni-Channel Experience

This IDC Perspective discusses order management's role in creating a positive omni-channel experience. To transform order management to create satisfactory outcomes for all stakeholders across the shopping journey, retailers must first analyze demand, compare it to existing or future inventory, and coordinate activities to meet it. Next, they must balance those activities over large assortments of SKUs to optimize inventory use across expected orders and fulfillment locations. "Delightful, loyalty building experiences, for both consumers and employees, emerge from digitally connected, up-to-date systems that remove uncertainty from the purchase process to allow for seamless, fast, and information-rich outcomes," said Jordan K. Speer, research director, Worldwide Retail Product Sourcing, Fulfillment and Sustainability Strategies, IDC. "By putting the customer and employee experience at the forefront of their strategy and flawlessly integrating digital technology across the order management process, retailers will not only meet the changing expectations of modern shoppers but also set themselves apart in an increasingly competitive landscape."

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