When you’re selling to customers online, it’s your job to ensure a seamless, positive experience for every customer. You’re responsible for maintaining all of the different systems necessary to complete even a single e-commerce transaction—and these components add up fast. In fact, the average storefront requires up to 39 distinct systems to complete a single order, according to Salesforce industry research—everything from inventory management to shipping to invoicing, payment, and accounting.
Salesforce’s Order Management app offers a path forward to integrate all of these different systems, ensuring every customer gets what they ordered—on time, accurately, and without having to jump through hoops. Order Management, which is part of the Salesforce Commerce Cloud, creates business logic and a set of interconnected, interdependent workflows that manages everything that happens after the customer clicks the “buy” button. Moreover, Order Management makes it feasible and relatively painless for businesses to connect all ordering-related functions of the organization. Let’s explore three key reasons every business should be turning to Salesforce Order Management to create buying experiences that consistently meet and exceed customer expectations:
1. Order Management ensures your ordering workflows are logical and foolproof
After placing an order, the worst possible news a customer could receive is that one or more of their items is out of stock, back-ordered, or scheduled to arrive later than expected. Perhaps not surprisingly, these are common problems that plague too many businesses—a consequence of the lack of internal communication and coordination among all of the systems and teams that must work together to get customers what they’ve ordered. Often, the root of the problem boils down to basic issues: The warehouse inventory system is disconnected from the public-facing website’s inventory system—so the two systems are commonly out of sync. Or perhaps the estimated delivery date provided to customers is really only based on a general approximation using crude averages—not a precise date that uses information like zip code and fulfillment time to wager a customized estimate. Salesforce Order Management is designed to empower businesses to readily address all of these shortcomings in their ordering workflows. Using highly visual flow designer tools built into the Salesforce platform, businesses can design ordering workflows that connect and integrate relevant systems, ensuring relevant information is being optimally utilized to improve order management outcomes. Moreover, the visual nature of these workflow design tools helps businesses to think through every possible scenario and situation associated with order management. The business ends up with workflows that are logical, comprehensive, and foolproof, giving businesses confidence that they’ll be able to deliver seamless customer service experiences no matter what the situation looks like.
2. Order Management takes advantage of pre-built connector apps
At some point, every business sees the value of connecting interrelated systems that are part of the business’s order management process. Unfortunately, too many of these businesses spend time and resources reinventing the wheel—essentially, designing custom integration solutions for their systems. Not only do these solutions require extensive internal resources and time to build, but they often end up being inferior to the pre-built, fully vetted integrations developed by others. The reality is that no matter what sort of highly specialized or unusual problem you may think you have, there’s likely already a battle-tested solution on the market that will work well for your needs. With Salesforce Order Management, you’re getting automatic access to all of these connector solutions that integrate seamlessly with Salesforce. Whether you need to obtain an e-signature for every order or you need your ERP system to sync in real-time with your accounting system, whether you’re already using Avalara for tax automation or UPS for shipping services, Salesforce Order Management has a pre-built app that’s going to give you either exactly what you want or will get you 90% of the way there—all while following best-practices approaches to building out an interconnected Salesforce ecosystem.
3. Order Management provides a 360-degree customer view
When a customer service team is looking for specific pieces of information linked to a customer’s order, it is often hard to come by. Perhaps detailed information about a particular order is hard to retrieve because the customer used guest checkout instead of creating an account. Perhaps a customer service rep is trying to find and review a prior chat transcript with a customer. Or perhaps the business is looking to retrieve and analyze customers’ full purchase history. To be able to pull up all of these records on demand, businesses need a single, integrated system for collecting and storing customer ordering data. Salesforce Order Management is specifically designed to provide this 360-degree customer view. The result is customers consistently get accurate, fast answers with minimal effort.
Salesforce Order Management on its own is a powerful solution for creating the customer service experiences your customers expect. When you consider that Order Management is fully integrated into the broader Salesforce ecosystem, you simply can’t go wrong with this system. Salesforce Order Management helps you easily design ordering workflows that are logical and comprehensive, eliminates your need to connect multiple systems through custom-built integration solutions, and makes it easy to retrieve complete, 360-degree views of your customers’ ordering and transaction histories.
Simplus is expertly positioned to help you implement and get maximum value from your Salesforce Order Management solution. To learn how Simplus helped a specialized technology manufacturer save $300,000 while streamlining and modernizing order management, please check out this Simplus case study on the Badger Meter company.
To learn more about the value and benefits of Salesforce Order Management for your organization, please reach out to the implementation experts at Simplus. We look forward to helping you create top-notch, modern customer service experiences using Order Management.