What could be more important to a full-service fulfillment company than eCommerce order management? Success means being able to manage the orders coming in through your distributed order management system efficiently, in a way that makes the client, the customer and the company very pleased.
What is an order management system? In a fulfillment warehouse there will be advanced technology including a warehouse management system an inventory management system and an order management system (OMS). The OMS contains the SKUs (stock-keeping units) of each client’s inventory in the warehouse, allowing the client to prevent overselling and stockouts. The OMS will route orders to the best location cost-wise for fulfillment and it provides the communication technology needed for the fulfillment center to best serve their client through customer service as well as returns processing if needed. A top-notch fulfillment provider will focus upon inventory management and order processing, which equals eCommerce order management.
Our Tips for Success
#1 Utilize Advanced Order Management Systems (OMS)
Our first recommendation is to work with a fulfillment service that utilizes advanced order management software. Order management is a system of technology that is integrated with the client’s system, allowing the client to monitor their inventory from its arrival at the fulfillment warehouse to its delivery into the hands of the customer.
Look for a fulfillment service that has excellent technology. Look for a fulfillment company that is able to successfully integrate the client’s technology with their order management software. Look for an eCommerce order management system where every SKU is accounted for from arrival to delivery.
Of course, with eCommerce order management, automation tools will be implemented. A fulfillment service with an excellent warehouse management system, inventory management and order management system will be utilizing automation in many areas. Automation is used in fulfillment to speed up the fulfillment process and reduce errors.
#2 Streamline Order Fulfillment
The purpose of utilizing an eCommerce order management system, along with an inventory management system and warehouse management system is to streamline order fulfillment, improving accuracy and speed. The streamlined system will communicate with clients utilizing technology and lead to excellent customer service and returns management as well.
Customer communication is enhanced by efficient order processing, and order fulfillment. A full-service order fulfillment company will not only communicate efficiently with clients, through their Client Services staff, but communication will also be enhanced with the end customers through the Customer Service staff.
#3 Integrate Robust Payment Processing Systems
It is vital to make sure the payment systems are secure payment systems, fully integrated with the order management technology. The Payment Card Industry Data Security Standard can be the measure used for finding a secure payment processor. Security measures are protection for both the fulfillment clients and their customers.
It is also important that the transactions are smooth as well as safe. Smooth transactions during order placement are what keeps the customers satisfied and coming back for more shopping.
#4 Prioritize Customer Relationship Management
The customer of the fulfillment service is the client. Through communication between the Client Services team and the client, trust is built, and partnership is established. Furthermore, trust between the client and the client’s customer will be built upon quality products, efficient order processing and excellent order fulfillment.
Customer relationships must be a priority. Trust is created through enhanced engagement. Questions or requests from client’s customer must be responded to fully and efficiently. If there are any issues at all, including returns, the Customer Service team must be ready with a problem-solving response.
#5 Continuous Process Evaluation
Our obligation is to offer tips on successful eCommerce order management. An important element in success is continuous process evaluation with key performance indicators informing the system. Is the order management system creating a smooth fulfillment process wherein every SKU can be accurately accounted for, sold through a secure system and shipped to the end customer? These are the most vital tasks. The eCommerce order management system is expected to accomplish these tasks.
Finally, we approach the most important effort that can be undertaken to bring about successful eCommerce order management – leverage feedback for improvement. Listen to employees, clients and their customers and take this feedback as a recipe on what improvements are needed. Then go ahead and make those improvements to the order management system.
Conclusion
Five key tips have been listed as means of creating successful eCommerce order management within your company. As we presented, the fulfillment center will need to have created excellent technology with a comprehensive warehouse management system, exceptionally accurate inventory management and order management for order placement, order processing and order fulfillment.
AMS Fulfillment is a mid-size bi-coastal fulfillment company with excellent technology created by an in-house technology team. AMS is a successful eCommerce fulfillment company with very satisfied clients.
