One of the main determining factors of success for an ecommerce business is how you handle your customers’ orders. Obviously you need to deliver a quality product that is useful for your target audience, but the methods for ordering that product are just as important.
What happens when there is a payment error, frequently out of stock items, or issues with shipping? This could very well affect the overall customer experience, pushing that person towards another source (probably your competition).
Statistics show that nearly 65% of customers have completely cut ties with a business due to just ONE bad encounter. This means you need to eliminate the chance of bad encounters as much as possible, and you can do that by investing in an order management system e-commerce provider.
What is an order management system (OMS)?
An OMS helps with the entire ordering process, everything from receiving a customer order to fulfilling and delivering it. There are several steps involved in OMS:
- The customer places the order and sends payment
- The warehouse receives the order
- The product is packaged and shipped
- The order is delivered and the customer is happy
Although we covered everything in 4 simple steps, there is actually A LOT involved to fulfilling an order, and an OMS can help. Every aspect of the system is coordinated, from inventory lists to customer shipping information. The organization that an OMS provides allows you to focus on other aspects of your business, allowing you to stay ahead of your competitors.
4 Ways Your OMS Can Improve the Customer Experience
So we just covered what an OMS is, but in what ways can it improve your customers’ shopping experiences? It can improve it in just about every way, but to put things simply the sooner you fulfill the order, the happier the customer tends to be.
If the entire process goes without a hitch, the customer is much more likely to return. But if there are issues involved, even just one minor problem, the customer will move on (65% of them at least). Here are 4 specific ways that an OMS will improve the overall customer experience:
- Items are less likely to be out-of-stock
- Product delivery happens more quickly with an OMS
- Shopping cart functionality is enhanced
- Tracking number are always provided
What to Look for in an OMS Before Investing
Before implementing an entirely new system into your current business model, you’ll need to do some research. Think about your goals for your ecommerce store and find an order management solution that aligns with these goals. Some OMS providers and softwares are better than others. When finding a solution that works for you, consider these factors:
- Improved inventory control
- End-to-end supply chain visibility
- Optimal customer fulfillment
- Integrated order processing with EDI capabilities
Not only should you be trying to improve the customer experience, but also the overall functionality of your business. Trust us when we say that an OMS is worth the investment since it will alleviate so many of your stressors as an ecommerce business owner.
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