The Salesforce Order Management is a core part of the post-purchase experience and integrates seamlessly with Commerce Cloud, handling everything from processing orders, accepting payments online, communicating with suppliers, tracking orders, coordinating shipment schedules, and processing returns. When integrated with customer service, it can help retailers assist customers when needed, preventing delays in the ordering process and enabling full order transparency, quick shipping, and timely delivery.
In times of digitization, customers want the entire buying process to work seamlessly from the moment of checking out till the time retailers receive the order. There is a stark change in customer expectations with an increasing demand for fast and easy shipping, hassle-free returns, and order tracking to know exactly where orders are and when it will be delivered. Apart from order processing, OMS also integrates customer-facing systems to positively impact the post-purchase experience, including ERP, CRM, sales, service, and commerce.
Salesforce Order Management System is central to the overall customer experience. It can make or break a brand’s relationship with the customer.
How to choose the right Order Management System for your business?
Every business is different and has different processes and needs. It is very critical to decide which OMS suits your organization. Here are some of the pointers which may help to decide:
- Identify the pain points of the current Order Management System. Is it disparate? Are your systems not connected, hampering the ability to gain a holistic view of data? Are there any shipping delays, order cancellations, issues, or return process glitches due to which customer experience is getting hit and brand image is getting spoiled?
- Define the objectives of what you want to achieve from the new OMS implementation, which should be scalable and flexible.
- OMS shall be capable and accept orders from multiple channels, route orders from fulfillment centers based on proximity, update on inventory levels, track orders online for the customers, and provide a self-service option to customers for cancellations/returns. Basically, provide a unified experience for you and your customers.
What is Salesforce Order Management System (SOM)
Salesforce Order Management System (SOM) possesses all the typical OMS features and more. It acts as standalone OMS and can be easily deployed alongside any number of complementary cloud products from Salesforce. SOM is pre-connected to Commerce Cloud and natively supports Sales and Service Clouds as well because they are the offerings of the same platform, Salesforce.
Order vs Order Summary
Order represents the customer intent, order creation, and order changes and is immutable upon activation. Order Summary is what we deal with the most, it presents the current state of order, including fulfillment orders, change orders and returns. Order summary gets updated upon any change while order remains the same.
Order Lifecycle
How a typical order workflow will look like:
- The storefront receives the order and sends it the Order Management System
- The integration transforms the order data and inserts into Salesforce
- B2C Commerce customer profile is matched with customer account in Salesforce
- OMS creates summary records for order and its related records
- For fraud check, a custom integration with a 3rd party provider is available
- A custom flow based on different business needs to create fulfillment orders and then assigns to fulfillment locations based on order delivery group, inventory and other criteria
- The system updates the quantities and exports the fulfillment order to a fulfillment provider
- External provider returns an ASN( Advance Shipping Notice) to OMS
- Based on the data received, OMS creates shipment records and fulfillment order status to fulfilled or cancelled
- Trigger to create invoices and interface with payment provider to ensure funds
- OMS updates quantities and statuses on associated summary records & exports invoices to an ERP
Why Salesforce Order Management System?
If you are in the digital retail business, OMS is really important. Because digital Commerce demands real-time orchestration of orders, inventory, payments, fulfillment, and returns, all integrated across your CRM, ERP, and commerce platforms. Below are few tasks OMS can easily manage:
- Automating manual order processing that can be tedious, time-consuming, and expensive
- Coordinate orders and inventory across multiple channels
- Manage shipping schedules & complex orders
- Streamlining the order fulfillment process
- Provide reports and analytics for better decision-making
Benefits of Salesforce Order Management System
The post-purchase experience has a huge say in how customers perceive your brand. The Salesforce OMS gives businesses control of this stage with automation, visibility, and scalability. Here’s how:
1. Unified Order Management
Salesforce OMS puts all orders from online stores, mobile applications, marketplaces, and physical outlets on one platform. This eliminates data silos and makes sure that those across sales, service, and fulfillment fields are working on the same real data.
2. Seamless Salesforce Integration
Salesforce OMS can be integrated with Commerce Cloud, Service Cloud, and Sales Cloud, letting service reps view and act on orders, marketers pull order information for personalized marketing campaigns, and the fulfillment teams respond to any changes quickly.
3. Smarter Automation
Manual processing will only slow the business and cause errors. Salesforce OMS has order management capabilities that automate key processes: order capture, fulfillment, shipping, billing, and so on. The time saved corresponds to fewer errors.
4. Real-Time Visibility
With real-time updates on inventory and order status, your internal team and buyers always know where the order stands. This helps to improve internal coordination and builds trust with buyers.
5. Improved Customer Experience
Today’s customers expect fast delivery, real-time order tracking, and hassle-free returns. Salesforce OMS caters to all of this with self-serve returns, proactive notifications, and fulfillment choices such as BOPIS and curbside pickup.
6. Ready to Scale
Whether you operate in one region or across the globe, Salesforce OMS grows with your enterprise. It supports several currencies, tax rules, languages, and shipping partners, reducing roadblocks in international expansion.
7. Actionable Insights
You can make use of the reporting tools and dashboards provided with Salesforce to understand order trends, monitor return patterns, and track fulfillment performance. These insights then help to make your operations more efficient and improve the satisfaction of your customers.
Journey of an order
Typical order flow or journey looks like below and the questions that can be asked to understand order processing from the time it is placed for a better for an effective solution.
1. Order Capture
- What are the most popular channels through which orders are placed by your customers?
- Is an order placed from a storefront or any third-party channels as well?
2. Order Fulfillment
- Do you have any warehouse management systems/inventory systems in place?
- Does it integrate with other systems for order fulfillment?
- How do you check the availability of products in the warehouse or the store or the nearest store to fulfill the order?
3. Order Deliver
- For the product shipping, are there any systems in place for the integration? Or is it done via ERP?
4. Return/Cancellation
What is the return/cancellation process and policy?
5. Payment
- What are the most desired payment options by your customers?
- How do you process product refunds or partial payment for half of the cancelled order?
Key Features of Salesforce Order Management System (OMS)
Salesforce OMS offers a robust and flexible set of features that help businesses manage the entire post-purchase lifecycle from order placement to delivery, returns, and everything in between. Here are the key features that make Salesforce OMS a standout solution:
1. Order Orchestration and Routing
Based on an intelligent system, here comes the routing of orders to the best fulfillment centers, considering the inventory and location with respect to other conditions such as cost and speed of delivery. Said intelligent routing ensures faster deliveries and optimized logistics for omnichannel businesses.
2. Pre-Built Integration with Salesforce Clouds
Since Salesforce OMS is tightly positioned within the Salesforce ecosystem, its native integration with Commerce Cloud, Service Cloud, and Sales Cloud offers a 360-degree customer view and smoothens collaboration within team members.
3. Flexible Fulfillment Models
Support for fulfillment options, including:
- Ship from Store
- Ship from Warehouse
- Buy Online, Pick Up In-Store (BOPIS)
- Drop Shipping
Such flexibility will provide a good customer experience while ensuring operational efficiency.
5. Returns and Cancellations Management
Since returns and cancellations can be automated, keeping the order totals updated and giving either refunds or credits (depending on how a merchant handles it), and updating these changes across the affected systems helps maintain consistency and reduce errors.
6. Customizable Process Flows
Order processes can be customized through Salesforce Flows to fit business needs, whether it’s fraud checks, split shipments, backorders, or multi-location fulfillment. Salesforce provides sample flows to assist in faster setup.
7. Built-In Fraud Check Integrations
The OMS can integrate with third-party fraud detection services to review and flag suspicious transactions before they are processed, helping to protect revenue and build trust.
8. Advanced Reporting and Dashboards
Use Salesforce’s native analytics to review order statuses, fulfillment performance, recent return trends, payment issues, and more, and enable data-driven decisions to optimize operations and customer experience.
9. Mobile-First Extensible UI
Extend and customize the user experience using Lightning Components from Salesforce. From mobile-first page-states to automating manual tasks, build an order management UI that follows your team’s flow.
10. Global scalability
The Salesforce OMS is made to grow with your business. It accommodates multiple currencies, languages, tax structures, and regional shipping preferences, which, in effect, ease international expansion.
11. Pre-configured sample packages
Salesforce offers sample processes, flows, and Apex classes to help your business get off to a quick start. These serve as templates to tailor your OMS for your actual purposes.
Use Cases of Salesforce OMS
Salesforce OMS goes beyond basic order processing. It is built for supporting the entire post-purchase experience. A few ways businesses use Salesforce OMS to make life easier for operations and enhance customer service are as follows:
1. Omnichannel Order Operations
To support online, mobile apps, marketplaces, or physical stores, Salesforce OMS centrally aggregates all orders. It then routes each order from where it is best fulfilled to reduce delivery time and increase customer satisfaction.
2. Buy Online, Pick Up In-Store (BOPIS)
Customers want to choose how they receive their orders. Through OMS, you grant the ability for stores to provide in-store pickup, which auto-checks local inventory and reserves items at nearby locations.
3. Curbside Pickup and Contactless Delivery
OMS streamlines contactless fulfillment. Customers alert staff on arrival and staff prepares the order for a smooth handoff at the curb.
4. Returns and Refunds Made Easy
Returns handled manually sometimes can be an annoyance in execution. Salesforce OMS automates the entire process of adjusting inventory, recalculating totals, and refunding or issuing credits, leaving your team free from any intervention.
5. B2B and Wholesale Fulfillment
For businesses dealing with large or complex B2B orders, OMS supports bulk shipment, scheduled deliveries, and invoice-based payment, all in the same system used for B2C operations.
6. Worldwide Commerce Made Easy
Expanding into new markets? OMS supports multiple languages, currencies, and tax configurations, easing cross-border sales management, with nothing needing to be custom-made.
7. Improved Customer Service
Allow your service teams to access order histories, shipment tracking, returns, and partial refunds, resolving matters quickly, thus increasing customer satisfaction.
8. Flexible Routing for Orders
OMS chooses fulfillment sites for shipping considerations, quick deliveries, and proximal customer location reductions; hence reducing logistics costs.
The Bottom Line
Implementing Salesforce OMS is not just about managing orders, it’s about transforming operations and future-proofing your business.
Salesforce Order Management System (OMS) is a game-changer system that centralizes and automates the entire life cycle of an order, starting with capture and fulfillment, returns, and refunds. It connects commerce, service, and logistics, ensuring faster deliveries, fewer errors, improved customer service, and the scalability required to support global operations.
Whether you are a growing digital retailer or an established enterprise trying to expand into the global market, Salesforce OMS has all the flexibility, native integration with other Salesforce Clouds, intelligent routing, and actionable insights needed to help your business meet rising customer expectations.
Implementing Salesforce OMS is not just about managing orders, it’s about providing your customers a seamless shopping experience.
How Ranosys can help you move ahead with Salesforce OMS
At Ranosys, we understand that a successful Salesforce OMS implementation requires more than just technology, strategic alignment with systems, and customer expectations. As a 3X award-winning Salesforce Summit (Platinum) Partner with deep expertise in both B2B and B2C commerce ecosystems, we help businesses unlock the full potential of Salesforce Order Management.
Here’s how we support your OMS journey:
- Order Management Console Setup: We help set up and customize a centralized Order Management Console for your teams to have a 360° view of order details, shipping, payments, and deliveries in real-time. This helps streamline decision-making and improve services.
- Holistic Order Summaries: With Ranosys, your business consolidates all order-related data and information through a single interface. From order placement, through fulfillment, to post-delivery support, we ensure your teams work with the most recent and up-to-date data.
- Custom Flow Builder Implementations: Using Salesforce Order Management Flow Builder, we design pre-built custom automation flows that fit your business processes. Letting you manage even complicated processes with drag-and-drop simplicity increases your time-to-value.
- Distributed Order Management (DOM): We configure and optimize the DOM to ensure intelligent order routing, which enables quick deliveries and reduces shipping costs. Helping you fulfill orders from the most strategic locations, thus providing efficiency and customer satisfaction.
- Seamless Salesforce Integration: If you’re using Salesforce B2C/B2B Commerce or Sales Cloud, or Service Cloud, Ranosys takes care of integrating OMS in harmony with your existing systems. We eliminate data silos and present a unified commerce experience across touchpoints.
- Visualized Reporting & Analytics: We enable you to utilize Salesforce’s immensely capable reporting tools to analyze order trends, returns, fulfillment performance, and much more. Our dashboards supply carefully chosen insights, allowing your teams to optimize and manage order operations effectively.
By partnering with Ranosys, you are not only just implementing Salesforce OMS, you are making your business scalable, intelligent, and customer-centric by providing your customers a seamless shopping experience. From implementation, custom workflows, and third-party integrations to support post-deployment, we’re here to make your Salesforce OMS vision a reality.
Shubham Agarwal
Technical Lead
Salesforce Tech Lead with 8 years’ experience in CRM and OMS. Expert in Apex, Lightning, integrations, and OMS workflows including payment, fulfillment, and automation. Delivers scalable, high-performance solutions. Connect with him on LinkedIn.
