How Does an Order Management System (OMS) Benefit Salesforce Commerce?

By RafterOne

Create a seamless end-to-end experience, efficiency, and loyalty

Order Management System coupled with the power of Salesforce B2C and B2B Commerce is built to create clarity that drives business efficiencies and customer satisfaction like never before.

What is an Order Management System (OMS)?

An OMS plays a crucial role in ensuring a seamless journey by bringing together the processes of sales, inventory, shipping, tax calculations, post-purchase experience, returns, exchanges, refunds and more, under one platform. This makes the whole purchasing lifecycle easy for you and your customer.

With the right OMS platform, you can track orders placed through single or multiple sales channels, address unique requirements for location and delivery methods, and fulfill on the purchases. This critical system is designed to bring speed and alignment to your business.

How does an OMS work?

An OMS harnesses the power of your sales cycle and offers efficiencies and transparency at each touchpoint, including complicated transactions and delivery situations. More specifically, OMS is most helpful around:

Receiving orders 

The OMS layer is linked to all the sales channels – capturing all customer information to collect in one platform. This process of centralizing the information from platforms such as marketplaces, website sales, and other key touchpoints makes sure you have clear visibility of every order placed.

This added component gives you the freedom to work without errors through an automated process. This vital information allows you to track, check status, and contact the customer as needed.
Inventory tracking is another key benefit to OMS. This benefit limits the chances of buyers ordering items that are no longer available. Once an order is received, the inventory is automatically updated. Real-time ordering trends can be delivered to the team to help plan inventory and restock accordingly. This can reduce problems including overstocking and accepting orders that are no longer in stock.

Fulfillment of orders 

Packing and shipping can also be streamlined with OMS. Logistics teams or 3rd party logistics companies can easily identify all needed information from the warehouse to begin the fulfillment process. At this stage, your OMS can handle tax calculations, based on the location, shipping labels, and invoices for each order.

Post purchase experience 

Post purchase is often the most overlooked area for opportunity in the customer lifecycle. How a company handles returns and exchanges can signal quality ques to your customers, letting them know you care about them after their purchase.  OMS can help smooth out the post purchase process by providing the framework for the returns, as well as automating customer feedback to drive more brand loyalty, allowing the customer lifecycle to start again.


What are the Benefits of an OMS?

Automate processes 

Automation at each stage of the process saves time and reduces the possibility of errors.

Enhances customer experience 

Enabling easy tracking details, order stock updates, and return requests post-delivery allow businesses to quickly identify where their customers are in the lifecycle and address issues in real-time with all the information at their fingertips.

Delivers data and analytics to scale

Link the full customer lifecycle to one system to collect data. This data can uncover discoveries in sales patterns, product demand cycles, seasonal trends, and inventory tracking. This information can be powerful in aligning company KPIs and business goals.

How does a current Commerce Cloud customer get started with OMS?

There are a few options to review to integrate OMS to your current system. At RafterOne, we work hand in hand with our partners at Salesforce to optimize OMS integration.

Cross-System Integration: Integrate OMS with Salesforce Commerce Cloud or external commerce system.

Historical Data Migration: Migrate historical data to Salesforce OMS with our integration & data experts.

Operational Flow Optimization: Streamline agent order management with optimized flows to be quick and speed up call handling.

Interested in hearing more? Let’s Talk.