Building a customer-first experience is a complex and time-consuming process. It extends far beyond the ‘Buy’ action to include post-purchase servicing and is handled by several different business systems with limited to no communication.
Even with an Order Management System in place, merchants find it difficult to establish seamless coordination between the different systems and processes involved in various stages of the order lifecycle for timely delivery and easy order fulfillment. Such isolated silos create friction and delays in order processing and ultimately, lead to unsatisfactory customer experiences.
An offering from the world’s #1 CRM platform, Salesforce Order Management (SOM) promises a seamless, omnichannel commerce experience from the time customers place their orders till their products are delivered at their doorstep and more.
Utilizing the Lightning interface, SOM can be easily customized as per merchant requests and integrated to the existing Commerce Cloud platform. With Salesforce Lightning Order Management, merchants bring together people, processes, and systems on a centralized system to streamline and automate order processing, fulfillment, and delivery.
Integrating SOM to your Salesforce Commerce Cloud platform enhances the competitive flexibility of Salesforce in driving undifferentiated customer experiences across the proliferating intersection points.
The business value of Salesforce Order Management for your SFCC store
Just like all other Salesforce products, the order management system in Salesforce is built on a tried-and-tested Salesforce platform, which offers a slew of benefits. From consistent uptime and timely updates to the extensive ‘App Store’ availability for different purposes and functionalities in AppExchange, Salesforce Order Management offers elevated performances and a 360-degree view of an order from when it is placed until it is delivered and post-delivery experience. The best part: you can easily customize experiences, thanks to the tools, settings, Apex code, and lightning web components.
Customer-first approach: With Salesforce Lightning Order Management handling your digital retail’s ‘behind the scenes’, shoppers can place their orders from any channel, and track and manage their orders from any other touchpoint throughout the order lifecycle.
Flexible order fulfillment: Merchants gain a single and easy-to-manage view of the orders, its fulfillment, payment, invoicing, shipping, and post-purchase services by integrating with pre-built connector apps to resolve omnichannel challenges and fulfill unique business needs.
Robust and out-of-the-box integrations: Other than the available features and functionalities, Salesforce Order Management system can fully integrate with B2C Commerce (Salesforce Commerce Cloud) to accomplish commerce goals and natively supports Service Cloud and B2B Commerce, offering a full view of order data and history. Apart from this, you can easily look for other integrations related to payment providers, ERP, accounting software, etc., leveraging Salesforce APIs or the middleware tool.
Centralized data management: You can create rich experiences using two powerful products from Salesforce- Commerce Cloud and SOM. This allows you to gain a centralized view of your order data, customer history, recent purchases, most purchased products, and more. You can use this data to build campaigns and journeys that personalize every communication you have with your customers across several intersection points.
Affordability in time and costs: Unlike other order management systems that require a tedious number of hours and a good investment for an integration with your SFCC store, using the Salesforce Lightning Order Management system for your SFCC platform is a speedy approach being part of the Salesforce ecosystem. All you have to do is connect with the Salesforce experts and they can integrate your store with SOM in just a few clicks.
The competitive benefits of Salesforce Order Management System
There is so much happening even after a customer clicks on the ‘Buy Now’ button. It is a tedious process, one that involves connecting with people in different departments, warehouses, time zones, and locations just to get an order delivered. Browsing details on different systems is excessively time consuming, especially if you have a shopper on hold during customer support.
If your eCommerce store runs on the Salesforce Commerce Cloud platform, you need an order management system like Salesforce Order Management to sync order statuses, billing, shipping, delivery, and invoicing information. It is worth mentioning that SOM does not come with SFCC as a free offering, but it does offer loads of benefits that boost its ROI function. These include:
#1: Order Management Console
Order Management Console is a centralized hub containing all the information about every order across every touchpoint. You can easily glance at key order details, review additional info, and manage service requests via Order Management Console in Salesforce Order Management. The best part: it keeps all your data together.