Proposal : MVORDERS
An unattended order is an unattended customer. Public Order management is a significant operational activity for any crisis management. Any glitches in it can lower the ability to meet the bottom line and become a burden. Right from the first inquiry at the Point of Sale (POS) to the package, delivery, and the settlement of bills for products, Order management involves multiple steps that have to be processed for efficient order fulfillment. Order management is required to speed up all phases of order fulfillment and provide a quick solution to customers for order related queries. In a nutshell, Order management is designed to take care of the whole process of order fulfillment.
Order management is the process of using structured methods, practical tools, and optimized processes to manage orders, improve order accuracy, work efficiency, and customer satisfaction. While the core idea of order management is to handle orders efficiently, still different types of industries require different types of the order management system.
| Points of Difference | Now | Proposed |
|---|---|---|
| Order Picking and Packing | As soon as the order is received, the entire process is handled manually, guided from people in the store/warehouse and made ready for delivery. | Our software can fully or semi automate the ordering process, even locate the nearest store/warehouse/delivery location, saving time and manual efforts. |
| Selecting Delivery | Before delivering the order, retailers need to assign the set delivery services and/or find the best route of each delivery, the one that is proven to be the cost effective and speed in delivery. | As multiple delivery services and retailers are integrated with the software, anyone can find the current deliveries in action, delivery time, helping to select the delivery quickly. Even help one another in the delivery process. |
| Documents & Notes | Currently all delivery notes and tracking processes are done manually or independently. | By automating this process, consumes less time in delivery notes and data entry. |
| Order Tracking | Currently the delivery cannot be tracked. Either by the retailers or customers. | After delivery of the order, the order can be tracked almost on a real-time basis. |
| Errors | Currently requires human efforts at a great extent, and so this method is highly prone to errors. | As each and every step can be automated, and computerized, there are very few chances of errors occuring. |
Manual handling of the orders is not possible in the longer run. For efficiency we require technology to handle orders at scale. Online order management that streamlines and automates the order processing tasks to create a flawless operational environment. The satisfaction of a customer with a service depends largely upon the ability to handle its order management cycle. Order management acts as a single point to feed information and other steps that can follow include:
- Generation of orders
- Estimation of the cost involved in that order
- Generation of bills and invoices for that order
- Prioritization of orders based on their inherent value to the company, Scheduling of the order for its execution with the allotment of tasks to qualified workers and their partners
- And finally, order fulfillment by delivering the order to customers
The order management cycle will also take care of the returns and after-sales services. The functionalities and tools will assist in all the above phases of the order management cycle.
In a crisis we just can't push the cost of delivery to the customers. This problem can be solved by cutting down profits, and allowing Customers to order without worrying shipping Costs.
The delay in the delivery is frustrating both the customer and retailers. There are high chances of delays if the lockdown period is extended. If the customers are provided a fixed delivery date and tracking of their orders, this frustration can be managed.
The damage or lost packages is a financial loss to the retailers. Either they need to refund or send another package. This scenario also forms unreliability and disorder.
If the lockdown is to be extended, returns of unsatisfied products will start becoming an issue, specially in a crisis like these we can't be blaming or throwing the losses to one side. Protection of the customers is good business. Hence, it is vital to minimise the returns and the customer be very clear of the order and the policies.
By process centralization, a single-window view of the complex order process. The centralized system displays order, products, and delivery related information on a single dashboard from where it can be controlled and coordinated.
The sales partners and other channels can be integrated with order management software to provide a single dashboard view of sales from multiple sales channels.
Automate regular activities by OMS to reduce manual work.
This element and its features take care of all the delivery and logistics related work.
If required, at a later stage, payment processing can be integrated with multiple payment channels to offer customers an easy influx of payment modes.
This element has features to provide various analytical reports regarding the orders and the business performance related to it.
Online has the ability to take orders, process them and manage all related phases (order confirmation emails, notifications, cancel orders, repeat orders, refund, bill generation, order tracking) associated with it. Using order management can provide buyers with technology-driven visibility of their orders, view the status of their orders in real-time and find if the order is pending, dispatched, on the way, or delivered. If required, buyers can also have the option to see the refund process status. On cancel and rejection, can have algorithms to decide whether the refund process should be initiated or not based on given inputs. All these things are automated, so buyers need not wait for any manual updates. Can send emails with personalized messages for providing information about orders. Personalized support for all order related queries and issues and proactive approach using apps and social media chatbots.
As most of your regular process is automated focus and attention can be given to the core crisis related issues. When there is 24*7 assistance to take care of public orders, that can help in eliminating the order backlogs or missed orders. With orders automated will not need multiple teams to handle the various stages of order processing and order fulfillment. Versatile and able to multitask, will reduce workload to very healthy levels and less people in the delivery process.
The traditional way lacks proper coordination. Currently, customer service and logistics worked as separate entities with limited mutual coordination. This is the reason why it is difficult to provide accurate information about the order status. Even for the service agents it is difficult to answer the customer queries without dialing phones to the logistics or delivery. Now with Order management can have complete visibility of the ordered products and can provide reliable and accurate information to the customers.
With multiple stakeholders involved it is difficult to integrate systems to manage everything from a central point. Order management makes the integration of all major cross-functional partners involved in-order delivery, easy and affordable. Removal of redundant systems results in cost savings.
With e-commerce disrupting the traditional market-place and increasing the customer expectations to an all-time new high, the need for single-touch technologies to process complex orders has increased exponentially. A complex order is generated when the order fulfillment requires the involvement of multiple delivery players. This complexity can be tackled with a seamless one point database integration and handling everything from a single touchpoint. Saves Time
Current setup requires to have a series of communication at multiple points. Speak to delivery and retailers and also all of these had to be individually informed of any changes in the order process and time. It is causing unnecessary delays and increasing costs. With online order management changes get updated to the centralized system in real-time, and other associated entities get informed automatically as they either have the controlled access to the information or are notified by auto-generated emails, SMSes and chatbots.
A centralized system for processing, managing, and tracking all orders. Provides a single interface point for orders coming from all channels.
##£ Offline and Online Order Synchronization
Public can even place orders when shops are offline. In this case, order will be synchronized as soon as the shops come online again.
Orders can be processed via any delivery means, own or third party delivery services.
See orders in multiple ways, and a customized view of orders is also possible with filters and sorting of various types. Can add custom fields and tags.
The orders can be canceled, modified, and confirmed in bulk. Importing and exporting details of orders in bulk is also allowed.
At a later stage, if required, can integrate with multiple secured payment modes and channels to provide the flexibility to pay via their mode of choice.
Provides real-time reports of the orders processed, orders pending, orders canceled, orders rejected, and many other aspects related to orders. This gives a quick holistic view of on-going order and delivery status.
Can integrate with any delivery points to track order’s location and status. This also provides a view of the delivery options available to both the buyers and sellers.
Automates multiple activities to ensure that time is saved from repetitive manual activities. Processes can be automated to increase efficiency.
This feature has an important operational value. The order history and reports can help to update the number of products on all available channels. This alignment of orders with different channels is essential to keep orders in nonstop operations and running smoothly. This prevents duplicate orders to multiple channels or ordering of products that are not available in a given channel.