Order Management
Our order management service provides a centralized system and process for handling customer orders from multiple channels. We capture orders from all sources – e-commerce websites, retail POS systems, EDI orders from big-box retailers, phone/email orders – into one platform and manage the entire lifecycle of each order across your supply chain.
This includes order entry and validation, inventory allocation, and routing to the appropriate fulfillment location. The system checks stock availability in real time across warehouses and stores, then assigns the order to the best node (for example, the nearest distribution center with stock) for fulfillment. If inventory is short, it can even split the order across locations or trigger restock requests.
We monitor orders through to fulfillment, coordinating with warehouse picking and shipping, and updating order status at each step. Customers (or your customer service team) receive timely updates – confirmation when the order is processed, notification when shipped with tracking, and delivery confirmation. Our order management tools can also send proactive alerts if an order might miss its promised ship date, allowing for intervention.
For complex B2B orders or configurable products, the order management process can incorporate those requirements by generating appropriate work orders or assembly instructions at the warehouse. We ensure any special instructions (like custom labeling or specific packaging needs) flow through to fulfillment clearly.
Additionally, our service handles exceptions and changes gracefully. If a customer updates an order (changes address, cancels, or adds items) or if there's an inventory shortage, our system can adjust or re-route the order accordingly. We also integrate returns: when a return is initiated, it’s tracked as a reverse order, tying back to the original order for full visibility and easier refund/exchange processing.
Benefits to Your Business:
- Unified View of Sales: You get a consolidated view of all orders across channels, simplifying management and analytics. This helps in demand planning and reduces the chance of missed or duplicated orders that come from different sources.
- Higher Fulfillment Accuracy: Automated order processing and inventory checks reduce human errors. With clear system-driven allocation and instructions, the right items get shipped to the right customers more consistently, boosting accuracy and customer satisfaction.
- Faster Order Cycle Time: Efficient order routing and prompt communication with fulfillment centers mean orders are processed and shipped quickly. Customers receive their purchases sooner, and you can handle a greater volume of orders, supporting revenue growth without sacrificing service.
- Inventory Optimization: By centralizing orders and inventory data, you can better optimize stock levels. The system prevents overselling (no accepting orders for out-of-stock items) and highlights when to replenish. It also enables smart use of all inventory in the network – for example, fulfilling online orders from a store with excess stock – increasing overall sales and inventory turn.
- Improved Customer Service: With end-to-end tracking of each order, your customer service reps can easily answer any inquiry about order status or history. The ability to manage changes or issues (like expediting a late order or re-routing if an address error is detected) in one system leads to faster resolution and happier customers.