Customer experience standards set by e-commerce giants like Amazon and eBay necessitate the enhancement of order fulfillment processes to ensure customer satisfaction and increase loyalty. While there are reservations about omni-channel’s potential to drive profitability, intelligent omni-channel order management and fulfillment processes are proving to be worthy investments for organizations wishing to meet heightened customer expectations while containing their cost-to-serve. In fact, Aberdeen’s research shows that Best-in-Class companies are 50% more likely to be using an Omni-channel Order Management system when compared with All Others.
Most companies now have a need for omni-channel order management capabilities. Because of the pressures placed on businesses by the empowered consumer, direct-to-customer deliveries are made from all levels in the supply chain.