Order, Delivery, Installation, Return and After-Sales Management
Manage orders from every channel with a common lifecycle and service standard.
Order management doesn't end with the recording of the order. It requires the simultaneous management of order verification, identification of stock or production source, payment control, preparation, shipping, delivery, installation, returns, and after-sales service processes.
Centralized order management combines orders from stores, e-commerce, dealers, marketplaces, call centers, and field sales into a single order view. Sourcing and order routing rules determine which location or production source will fulfill the demand.
The basic components of order orchestration
Order acceptance and verification from channels
Payment, credit, pricing, and fraud checks.
Stock booking and sourcing
Splitting order lines across different sources
Production, purchasing, or stock fulfillment decisions
Shipping from warehouse, shipping from store, and store pickup.
Drop-shipping and direct delivery from the supplier.
Scheduling a delivery and installation appointment.
Order modification, cancellation and exception management
Status and delay notifications to the customer.
Delivery and installation management
Delivery plan based on product volume, weight and transportation conditions.
Suitability of vehicle, equipment and assembly skills
Customer address and service area check
Time slot and appointment management
Customer confirmation before delivery
Electronic proof of delivery and installation
Incomplete, damaged, or unsuitable product records
Return and reverse logistics
The return process is not limited to simply receiving the product back. The condition of the product, its resale value, the need for repair, shipping costs, the reason for the return, and the refund to the customer must all be considered together.
Manage the order not as the end of a sale, but as a complete service lifecycle where the promise made to the customer is fulfilled.