OMS Software: 5 Must-Know Order Management Systems for Enterprise Retail
In the world of e-commerce, expectations around improved customer service are rising—especially when it comes to the order fulfillment experience. Recent insights from a consumer survey conducted by PricewaterhouseCoopers (PwC) reveal persistent challenges faced by shoppers, with 24% reporting frustration due to out-of-stock products or longer than promised delivery times. Meanwhile, Digital Commerce 360 found that online shoppers expect fast shipping (61%) and desire guaranteed delivery times (39%), and both impact conversions. In a separate survey, 88% of consumers said that they were willing to pay more at checkout so they could enjoy same-day delivery services.
Today, it’s not enough to offer faster deliveries without making every touchpoint and scenario in the post-purchase experience delightful. Consumers now expect quick and convenient options when it comes to their shopping experiences. This has led to the rise of omnichannel purchase journeys, with popular options like buy online, pickup in-store (also known as BOPIS or click and collect) and curbside pickup. As a result, business leaders are investing in platforms to get the right products to the right customers, and at the right time. They are turning to modern technologies that not only streamline the order fulfillment process but also enhance speed and efficiency while reducing costs.
Understanding OMS and Distributed Order Management (DOM)
The order management system (OMS) is a single system to manage orders, inventory, fulfillment, and returns across all sales channels. It is software for order management that captures orders and provides a centralized interface to view and manage those orders. In addition, it connects to other systems to sync inventory and push order details across an e-commerce ecosystem. Facilitating order fulfillment is the primary function of the OMS.
A distributed order management (DOM) system is an OMS that employs order fulfillment logic (OFL), or rule-based mechanisms, to efficiently manage and optimize the order fulfillment process. The primary goal is to reduce fulfillment lead times, enhance customer satisfaction, and optimize costs for retailers. By automating order management, order routing, and enabling seamless omnichannel order fulfillment, DOM systems streamline and enhance the efficiency of the entire process.
Key Benefits and Features of Modern OMS Software
An enterprise order management system (OMS) improves inventory accuracy by improving data synchronization quality using advanced integration features such as real time data updates, data centralization, and “true up” capabilities. Modern order management systems must offer unique and advanced features that enable both developers and business operators to configure their systems in a way that maximizes inventory accuracy. They also must offer capabilities for brick and mortar retailers to ship from store for on-time delivery, and react to exceptional scenarios where labor, locations, or inventory shortages come into play.
Essential functionalities include:
- Order capture and orchestration: The system allows retailers to capture orders from multiple channels, such as online, mobile, in-store, and call centers.
- Inventory visibility and allocation: The system provides real-time visibility into inventory across all channels and locations.
- Fulfillment optimization: The system supports various fulfillment options, including ship-from-store, pickup-in-store, and ship-to-store.
- Customer service and returns management: The system provides customer service representatives with real-time access to order and inventory information.
5 Outstanding OMS Software Options
Enterprise businesses are turning to modern technologies that streamline the order fulfillment process, thereby improving the post-purchase experience and reducing costs. Below are 5 must-know order management systems for enterprise retail:
| Software Name | Category | Key Focus |
|---|---|---|
| fabric OMS | Modern OMS | Streamlined fulfillment |
| IBM Sterling | Enterprise OMS | Data synchronization |
| Kibo Commerce | Enterprise Retail | Omnichannel journeys |
| Manhattan Associates | Market Leader | Manhattan Active® Omni |
| Fluent Commerce | Enterprise OMS | Distributed Order Management |
Spotlight: Manhattan Active® Omni
Manhattan Associates offers an order management system called Manhattan Active ® Omni that provides a range of functionalities to manage orders across various channels and locations. It is built on a microservices architecture, allowing for easy scalability, agility, and flexibility. Manhattan Associates is the only leader in The Forrester Wave™: Order Management Systems, Q2 2023, receiving the highest possible score (5.00) in 16 of the 24 criteria evaluated.
Key functional elements of Manhattan Associates Order Management include:
- Customer Engagement and Point of Sale
- Store Inventory and Fulfillment
- Enterprise Inventory and Fulfillment
- Available to Commerce and Interactive Inventory
- Adaptive Network Fulfillment
- Digital Self Service and Conversational Commerce
- Contact Center and Order Selling
- Enterprise Promotions and Endless Aisle
Retailers rely on Manhattan’s OMS to initiate and manage an order’s complete, end-to-end life cycle — from initial fraud check to payment settlement and sales posting to pickup or ship from-store delivery. The platform incorporates advanced technologies such as artificial intelligence, machine learning, and automation to optimize supply chain operations and enhance the customer experience.
