There are not too many digital solutions that drive into the complexity of big brands and their needs. Having the functionality to manage all myriad types of issues can be a difficult find – especially for major businesses because they tend to have more complicated setups, like dealing with different legal jurisdictions across their international markets, and being able to communicate clearly with their customers in different languages and dialects yet maintain a strong brand identity.
Salesforce Order Management is one of those digital solutions that does have the broad firepower expected in a best-in-class platform to provide premium customer experiences. The order management system is built into the Salesforce platform and easily integrates with its ecommerce platform, Salesforce Commerce Cloud.
Salesforce Order Management is designed for innovation, personalization, and ultimately, growth. We know a lot about Salesforce. After all, among the many things we do, we are a tech consultancy that integrates Salesforce Order Management with Salesforce Commerce Cloud. We have worked with clients on separate installations of both platforms, updates to both, and integrations between them.
We also know that not only does Salesforce Order Management come equipped with many of the right answers for business questions but the platform keeps things simple.
The 3-worded Salesforce Order Management replaced the 5-worded Salesforce Commerce Cloud Order Management back in February.
When ecommerce shops grow and expand into more marketplaces, and begin dealing in greater sales, countries, languages, legal jurisdictions, and opening up physical stores to supplement online, it becomes more difficult to keep control of operations. That’s where order management systems come into action.
An OMS makes sure that the orders of customers are processed right, fulfilled on time and as expected, and that returns are simplified and stress-free.
Salesforce Order Management helps ecommerce stores in a myriad of ways and helps to solve business problems both small and large. Some of these answers include:
Connecting commerce with service
To provide a unified experience, customer profiles and insights such as order history are united and available for customer=facing staff to help fulfill orders and solve queries.
Being built on Lightning
SOM is powered by the Lightning platform, which provides simple extensibility, custom visual workflows, and microservices.
Encompassing the order lifecycle
To provide an end-to-end workflow, SOM manages not only the order fulfillment but also payment capture, invoice creation, and business logic.
Providing an ecosystem of partners
SOM features pre-built connector apps for finding and connecting with supply chain partners, such as those on AppExchange, and specialize in payments, fraud, tax, etc.
Those were some examples of what SOM can do. But it’s more the how in which it really excels with its smooth and integrated internal ecosystem.
You can connect Salesforce B2C Commerce Cloud with Salesforce Order Management and plug in Salesforce Service Cloud for a unified view of customers. They share core characteristics like the management of the full order lifestyle; the visibility of inventory for every relevant worker from marketers to warehouse workers and store assistants; the orchestration of fulfillment so that customers can decide how they want to receive a product; and the payment interface so that they can decide how they want to pay.
This Salesforce machine is then connected to the Lightning platform, which delivers enhanced powers from Einstein AI capabilities; Customer 360 views; visibility of AppExchange partners, and greater flow to the entire platform.
How Salesforce Order Management works when taken together operates greater than the sum of its parts. Here are some more features of SOM.
Order fulfillment: handles the fulfillment process for a set of distribution centers; configures the workflow through Lightning; integrates providers like ERP and WMS; handles payments and invoices.
The order lifecycle: SOM delivers broad visibility on the order status; a smooth integration with B2C Commerce Cloud; and integrations with orders that are from other channels, such as marketplaces.
Order service: Provides views of order history; and processes order returns and cancellations.
Capture and refund: SOM accepts credit, debit, and electronic payment methods; it generates invoices with ERP; and supports gift cards.
Reporting: SOM generates reports on issues such as returns, payments, fulfillments, and orders.
Salesforce Order Management has already saved hundreds of hours and flexed its functionality muscles across many businesses. ArganoUV was actually one of the very first companies to carry out an integration of Salesforce Order Management and Salesforce Commerce Cloud.