An Order Management System (OMS) like Salesforce Order Management (SOM) serves as the nerve center for managing the entire order lifecycle. From order capture to payment processing, fulfillment, and shipping, OMS ensures an efficient process that meets growing consumer demands.

As the rapid rise of eCommerce has heightened customer expectations, the importance of OMS has only intensified. Today, 74% of consumers expect fast and seamless digital experiences, and 56% of shoppers prioritize same-day delivery. SOM has evolved to meet these demands, offering a robust solution that optimizes the customer journey at every stage.

Key Features of Salesforce Order Management

1. Fulfillment Automation
   SOM automatically allocates, routes, and creates fulfillment orders for inventory. The system captures payments only after fulfillment, ensuring a secure and efficient workflow.
2. Real-Time Order Tracking
   Gain a complete, real-time view of an order’s status, from purchase to doorstep delivery. This helps enhance transparency and keeps customers informed, resulting in fewer post-order inquiries.
3. Order Adjustments
   SOM allows users to modify orders throughout the process. Whether it’s canceling an order, applying discounts, or managing returns, SOM provides flexibility and control.

What Makes SOM Stand Out?

With global eCommerce sales expected to reach $6.3 trillion by 2024, businesses cannot afford inefficiencies in their order management processes. SOM addresses these challenges with its adaptable, out-of-the-box features, helping companies maintain a competitive edge. The ability to adjust orders on the fly, coupled with seamless integration into a company’s broader tech ecosystem, ensures businesses remain agile and customer-centric.

Integration with Salesforce Commerce Cloud

Salesforce Commerce Cloud plays a pivotal role in streamlining operations. When a customer places an order, Commerce Cloud transfers essential data—account details, product info, payments, and shipping—into SOM. This seamless handoff ensures businesses have everything needed to process, track, and deliver orders efficiently.

Do You Need an OMS?

The short answer is yes. If your business handles any level of commerce, an OMS like Salesforce’s can make a significant difference. Studies show that automated order management systems can reduce operational costs by 15% and improve customer retention by 20%. A modern OMS boosts productivity by eliminating manual tasks and minimizing order errors, leading to faster deliveries and happier customers.

Remember, Salesforce Order Management offers more than efficiency— it’s a gateway to superior customer experiences. From automating order processing to real-time tracking and seamless adjustments, SOM enables businesses to meet the modern consumer’s demands. As customer expectations for speed and accuracy continue to rise, implementing an advanced OMS like Salesforce’s is not just recommended, but essential.

Summary

Salesforce Order Management (SOM) has evolved into a critical tool for businesses looking to streamline their eCommerce operations. Customers will always demand faster, more efficient deliveries, and SOM delivers with automation, real-time tracking, and flexibility in order adjustments. With its integration into Salesforce’s Commerce Cloud, SOM ensures a seamless process from order placement to fulfillment, making it an essential system for businesses aiming to stay competitive.

How AdVic Can Help

If you want to elevate customer experiences, increase eCommerce conversion rates, reduce service calls, and build a foundation for future functionality and growth, find out how an SOM solution, implemented by AdVic®, can help your business starting today. Reach us now here.

Related Resources: 

The Benefits of Using Salesforce Commerce Cloud

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A Return Merchandise Authorization (RMA) is a process that businesses use to process returned products or inventory. The RMA process makes it easy to keep track of returns, inventory, and finances.

Here is a possible RMA scenario: Sally is dissatisfied with a product and wants to return it for a refund, replacement, or repair. The RMA process begins when Sally contacts the business and requests an RMA number. The business then issues Sally an RMA number and instructions on how to return the product.

Once the product is returned, the business will inspect it to determine the reason for the return. If the product is defective, the business will repair or replace it for Sally. And if the product is not defective, the business may issue her a refund or store credit.

RMAs are an important part of any business’s return policy. By having a clear and easy-to-follow RMA process, businesses can avoid customer frustration and ensure that returns are processed quickly and efficiently.

Benefits of Implementing an RMA Process

There are a number of benefits to using an RMA process, including:

• Processing returns faster Improves customer satisfaction. A clear and easy-to-follow RMA process can help to improve customer satisfaction by reducing the amount of time and effort required to return a product.
• Streamlining RMS reduced costs. An efficient RMA process can help to reduce the costs associated with returns, such as shipping costs, labor costs, and inventory costs.
• Improved return tracking increases control of inventory levels. An effective RMA process can help businesses to improve their inventory management by tracking the number of returns and the reasons for returns. This information can be used to identify trends and make better decisions about inventory levels.
• Positive customer experiences increase loyalty. A positive customer experience can lead to increased sales. By providing a clear and easy-to-follow RMA process, businesses can create a positive customer experience and encourage repeat business.

Salesforce Helps Businesses Solve the RMA Dilemma

As you might expect from Salesforce, they offer functionality with one of their tools to support the RMA process, ensuring effective management of returns and customer satisfaction. Salesforce Order Management is a central hub for handling all aspects of the order lifecycle, including order capture, fulfillment, shipping, payment processing, service, and the RMA process, which enables businesses to create return orders, authorize returns, manage inventory, process refunds, and track returns in a centralized system.

Summary

An RMA process is an important part of any business’s return policy. By having a clear and easy-to-follow RMA process, businesses can avoid customer frustration and ensure that returns are processed quickly and efficiently. As outlined above, part of what Salesforce’s Order Management does is help businesses manage their RMA process. By using this tool, businesses can improve their RMA process and reduce the costs associated with returns.

How AdVic Can Help

Is your business looking for a way to solve its RMA issues? Reach out to AdVic® today and we’ll quickly devise and implement the right seamless system that ensures a solid foundation for future functionality and growth, plus an exceptional customer experience.

Related Resources:

Getting to Know the Power of Salesforce Order Management

Transfer the Customer Experience with Great Order Management

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For those who don’t know, AdVic’s extensive line of Accelerators are quick-start tools that advance the implementation or enhancement of your Salesforce® platform to equip and empower your team, customers, and partners in just weeks, not months. 

With our uniquely crafted solutions, based on industry best practices and thousands of successfully completed projects, your company will be able to quickly leverage Salesforce functionality, lower deployment costs with accelerating platform benefits, and gain out-of-the-box resolution – which can be customized to your needs – to top industry use cases. 

In Part 2 of this AdVic® Salesforce Blog series (read Part 1), we’re taking a look at a few of our various Accelerator offerings and how they can expedite the Salesforce solution you have been looking for. 

Salesforce Order Management Accelerator

Billions of people search and purchase products and services online. As a result, sellers desiring future growth need to be equipped with robust technology that enables them to scale. This is where Salesforce’s Order Management  (SOM) steps in. The SOM platform assists merchants in creating unique and pleasant shopping experiences for customers across all channels. Whether online, in-store, mobile, or social, SOM tracks, manages, and streamlines orders so the right product is delivered expeditiously and the right service is provided to the customer.

B2B Commerce Cloud Accelerator

Commerce Cloud displays your product catalog in a branded storefront and allows your customer base to place orders independently. Complex pricing models can be configured to match your current business rules and enable contractual agreement tracking for product entitlements and price points. Best of all, Ad Victoriam’s B2B Commerce Cloud Accelerator, an out-of-the-box package enables you to jump-start your B2B platform and start selling online in weeks.

More Information About Commerce Cloud Accelerator

Marketing Cloud Accelerator

Salesforce Marketing Cloud is the platform for delivering relevant, personalized journeys across channels and devices — enabling marketers to deliver the right message at the right time throughout all phases of the relationship. Marketing Cloud includes integrated solutions for customer journey management, email, mobile, social, web personalization, advertising, content creation and management, and data analysis.

Why Salesforce Marketing Cloud?

• Unlock customer value with data-driven interactions that truly benefit your customer — and your business.
• Personalize every moment with real-time data across channels and teams.
• Automate engagement across email, web, mobile, and more.
• Optimize performance and spending with AI-driven analytics.

MuleSoft Ignite Accelerator

AdVic’s MuleSoft Ignite program connects your systems by laying the integration framework and enabling your integration to scale. Based on industry best practices, and many successfully completed integration projects, we’ve crafted Ignite to quickly advance your business and timeline to achieving a positive ROI.

MuleSoft Ignite Summary:

• Boxed in and rapid implementation program.
• Includes an integration between foundational systems.
• Allows for fast delivery and ROI with utilization of MuleSoft templates where applicable.
• Foundational deliverables for each offering, including solution architecture, technical specifications, business requirements documents, and data mappings

If you missed Part 1 of this AdVic Salesforce Blog series, you’ll learn about these additional AdVic Accelerators:

• Sales Cloud Accelerator
• Service Cloud Accelerator
• Service Cloud Accelerator + Data Migration
• Experience Cloud Accelerator

Why not start accelerating your progress today? Take advantage of AdVic’s Accelerator tools that not only expedite your progress but deliver the results you need cost-effectively. Schedule a meeting with us now!

Related Resources:

Expedite Salesforce Implementation with an Accelerator – Part 1
AdVic Accelerators: Products That Propel Your Salesforce Platform’s Value

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As you may already be aware, an order management system (OMS) – such as Salesforce Order Management (SOM) – is a platform or tool that allows sellers to track sales, process orders, manage inventory, and streamline fulfillment with the goal of making sure products end up in the hands of the customers who ordered them. It ensures that orders are delivered as expected, with full order transparency, quick shipping, and timely delivery.

Problems OMS Solves

A truly great OMS demands a multifaceted system, one where every step of the ordering, tracking, and fulfillment process is taken into consideration. However, for many businesses, the act of processing, tracking, and fulfilling orders is a daunting process that is time-consuming and expensive. 

In addition, the process between shopping to shipping presents a host of challenges, but these are some of the main things an OMS will immediately fix at your company… you’ll be able to:

• Coordinate orders and inventory across multiple channels.
• Align sales agents and online tools to work cohesively.
• Manage shipping schedules and complex orders.
• Streamline order fulfillment.
• Track success using reports and analytics.

And remember, without a unified OMS such as Salesforce Order Management, sellers are likely to experience issues along the way — from shipping delays to lost orders, which in turn leads to unhappy customers.

Here’s How an OMS Puts You on a Productive Track

So, it’s obvious that the main objective of an OMS is to streamline and simplify the order process to ensure transparency through the entire order lifecycle. But what does that seamless process look like? 

An OMS will:

• Accept orders and payments online.
• Provide timely invoicing and payment processing.
• Track orders from purchase to delivery.
• Provide sellers with access to important analytics regarding orders.
• Route orders to the closest fulfillment center or warehouse.
• Reduce the cost compared to using multiple, disconnected systems.
• Forecast stock levels to prevent out-of-stock issues.
• Give buyers a way to track their orders online.

Summary

If you run a commerce business that involves processing orders and sending products to customers, then there’s no doubt you’ll need an OMS that will help you to streamline the process from purchase to delivery. Sure, manual order management will always be an option for your company, but why go down the tedious, time-consuming, and expensive road? An order management system – SOM – helps prevent delays and creates an overall more positive customer experience, exactly what you and your teams are working so hard for day in-day out.

If you’re ready to get started with a customized order management system, the AdVic SOM Team is just a click away. As a Salesforce Partner, we have the expert knowledge and experience to have you up and running quickly with our Salesforce Order Management Accelerator (click for informative no-form download).

Related Resources:

Getting to Know the Power of Salesforce Order Management

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A pet supply retailer with numerous locations across the U.S. came to AdVic® with a major predicament that had actually been snowballing in recent years. Their eCommerce platform had become extremely challenging not only to maintain, but to enhance. As a result, their challenges were creating barriers hindering their growth in what has become an extremely competitive marketplace. 

What this client really needed was to be able to pivot at a moment’s notice to increase their ability to service customers quickly and be able to control their platform locally and, at the same time, digitally rebrand their business.

The Multi-Cloud Solution

The Salesforce solution AdVic implemented for our client took on a very specific four-pronged attack that also included a MuleSoft® integration.

Commerce Cloud:

• Implemented a complete digital transformation, empowering internal teams with local control over their processes, brand, offerings, and more.
• Formalized and implemented a new UX/UI design for a rebranding campaign.
• Rebuilt processes, automation, and system integrations, enabling Pet Supermarket to create their own content and manage their online presence.
• Established change management procedures to streamline and facilitate future platform changes.
• Hourly data integration updates (previously once in 24 hours) provided accurate inventory availability, while custom logic alerted the customer and blocked order acceptance of unavailable products.

Salesforce Order Management (SOM): 

• Implementation and integration of SOM with Commerce Cloud enabled the client’s team to build Split-Order Processing to manage fulfillment for two separate warehouses.
• SOM dynamically reviewed each warehouse’s inventory based on SKU. If an order included SKU’s in each warehouse, the order would split aligning with the appropriate warehouse, change order stage to “allocated” to trigger MuleSoft to process and send the order downstream through the ERP to the pick/pack system in preparation for shipping.
• Sales data visibility in SOM aggregated from three systems.

Service Cloud:

• Integration of SOM with Service Cloud placed the processing of returns, discounts and cancellations inside of Service Cloud at the agent’s finger tips.
• Case Management dashboard consolidated data provides extensive visibility in one system versus two, facilitating quality customer service and agent management.

Marketing Cloud:

• Implementation empowered the client’s local marketing team to drive website visits through the creation and executing of promotions, campaigns, and targeting and nurturing, which more than doubled eCommerce conversion rates.
• Initiation of online order email confirmations, along with FedEx tracking numbers, decreased the “Where’s my order” inquiries by 20% within one month, and that percentage continues to trend down.

Outcome

Full digital transformation of this client’s business revolutionized the way they do business and positions them for short- and long-term success. Implementation of the multi-cloud Salesforce system, integrated with MuleSoft, has provided them with updated consolidated data insights, elevated customer experiences, more than doubled eCommerce conversion rates, reduced service calls, and built a foundation for future functionality and growth.

Are you considering a Salesforce and MuleSoft integration? You will want to seriously consider a consultant who is not just interested in building your next project but wants to build your business for future success. The AdVic team is ready to start your project today. Let’s start that conversation today!

Related Resources:

More Customer Stories from AdVic

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In a nutshell, an Order Management System (OMS) – such as Salesforce Order Management (SOM) – is your central hub for handling all aspects of the order lifecycle, including order capture, fulfillment, shipping, payment processing, and service.

And while an OMS itself hasn’t changed much throughout the years, what has changed are buyers’ expectations around how fast their orders end up on their doorstep. With same-day shipping becoming the norm, customers expect an efficient (and friendly) ordering experience.

That’s why order management now demands a multifaceted system, one where every step of the ordering, tracking, and fulfillment process is taken into consideration.

The Top Features of SOM

1. Fulfillment: When Salesforce Order Management takes in an order from the webstore, it comes with automation to allocate, route, and create a fulfillment order for Inventory. This even allows for the capture of payment from the customer once an order is fulfilled. 
2. Order Tracking : Have a full view of the status and condition of a customer’s order from the moment they purchase something until it’s delivered to their door. 
3. Order Adjustments: Out-of-the-box, SOM comes with features that allow you to edit and adjust the order as it’s circling through the process. These adjustments include canceling an order before it’s allocated, discounting a certain product, or returning an order that has already completed. 

What Makes SOM Special? 

The first thing that comes to mind about SOM being special is that it fills the booming need for clients to improve and adjust the way they manage orders. In current times, companies can’t afford to fall behind in the eCommerce space and when orders are received they need a singular place where they can grasp a full overview of a customers orders and make changes on the fly to address the customers needs. SOM not only has out-of-the-box features to make this possible, but can also be customized to fit a wide range of business models.

How SOM Works with Commerce Cloud

Salesforce’s Commerce Cloud works with SOM primarily to send all of the necessary information when an order is placed into SOM. So when a customer checks out on the storefront Commerce sends that information including Account, Products, Payment, and Shipping into SOM. Once this information makes its way into SOM you should have all the information and tools to ensure that the order is processed, paid for, and delivered to the customer.

Does Your Business Need an OMS?

Quite frankly, if you run a commerce business that involves processing orders and sending products to customers, then you’ll need an OMS that allows you to streamline the process from purchase to delivery. While manual order management is an option, it’s often tedious, time-consuming, and expensive. An order management system helps prevent delays and creates an overall more positive customer experience. 

AdVic’s Expertise with SOM

Among several other SOM projects, AdVic® recently enabled a major online pet supply company with a full scale eCommerce platform, which included implementation of Salesforce’s Commerce Cloud, Service Cloud, Marketing Cloud, MuleSoft®, an ERP integration, and SOM.

The overall benefits from the SOM portion of the implementation included:

– Implementation and integration of SOM with Commerce Cloud enabled the team to build Split-Order Processing to manage fulfillment for two separate warehouses. 

– SOM dynamically reviews each warehouse’s inventory based on SKU. If an order included SKU’s in each warehouse, the order would split aligning with the appropriate warehouse, change order stage to “allocated” to trigger MuleSoft to process and send the order downstream through the ERP to the pick/pack system in preparation for shipping. 

– Sales data visibility in SOM aggregated from three systems. 

So, if you are looking for a way to elevate customer experiences, increase eCommerce conversion rates, reduce service calls, and build a foundation for future functionality and growth, find out how an SOM solution, implemented by AdVic, can help your business starting today. Reach us now here, or set up and time to talk below.

Related Resources:

Scale Quickly, Connect with Customers, Manage Multiple Brands with Salesforce Commerce

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