The Forrester Wave™: Order Management Systems, Q2 2023

See the Results

FLUENT ORDER PROMISING

Show customers availability, delivery and pickup options they can trust

Increase conversions from search, PLP, PDP through to checkout

With promises based on real-time sourcing decisions before the buy button

1

Reduce overselling

Show accurate in-stock positions updated in near real-time to reduce overselling.

2

Reduce stockouts

Make store stock available online so you’re in stock more often.

3

Offer convenient pickup

Show accurate lead times for in-store pickup.

4

Optimize recommendations

Recommend items in stock at the same location to reduce split shipments.

5

Reserve stock that’s in the cart

Put a soft hold on stock once it’s in the cart so it’s still available when your customer checks out.

6

Accept backorders and preorders

Promise against inbound or in-transit inventory so you capture the sale.

7

Show local availability

Let customers see what’s in stock at all local stores.

8

Offer loyalty perks

Show custom availability or shipping options based on loyalty status.

Key Features

Show availability, delivery, and pickup options based on real-time sourcing

Intelligent Promising

Make promises you can keep, throughout the buying journey.

Sourcing

Make real-time sourcing decisions before the buy button.

Reservations

Reserve items in the cart to prevent disappointed customers.

Why Fluent Order Promising?

Increase conversions on the PLP, search, PDP and checkout

Show customers accurate availability, delivery and pickup options at every step of the buyer journey.

Personalize promises with customer data

Use data like location and loyalty status to show personal promises to your customers.

Make promises you can keep

Show customers accurate estimates based on real-time sourcing decisions to build customer trust.

Increase your fill rate

Increase the rate at which you deliver on time, in full, on the first attempt.

Increase operational efficiency

Avoid routing orders to a location that can’t fulfill it to reduce wasted labor.

Use location attributes to increase promise accuracy

Factor in location attributes like capacity, hours, and carrier pickup times so your promises are more accurate.

Get support for your project

Need to build a business case? Or drive multi-department funding?
Here are some key stakeholders to help you.

Innovate
faster

The micro frontend architecture, and rules-based workflows let teams work in parallel so you can deliver business value faster.

Reduce maintenance
effort and cost

A cloud-native microservices architecture lets you maintain less, innovate quickly, and reduce your total cost of ownership.

Integrate
quickly

Support for multiple API patterns (REST, GraphQL, Webhooks, synchronous, asynchronous, etc.) provides the flexibility you need to integrate faster.

Increase brand
trust

Get accurate inventory to help reduce out of stocks, and increase trust in your stock availability.

Boost your
NPS

Reduce canceled orders and customer disappointment.

Increase your
ROAS

Integrate accurate inventory with your ad platform to reduce wasted spend on ads for products that aren’t in stock.

Reduce out of stocks
and canceled orders

Keep inventory in sync in near real time to reduce customer disappointment.

Roll out new
offerings faster

Add new digital channels, new fulfillment offerings, more fulfillment locations, or expand to new regions… faster.

Improve your
customer experience

Show customers an accurate view of what’s in stock and how and when they can get it.

Improve your
fill rate

Keep inventory in sync in near real time to increase your on-time in full delivery rate.

Reduce delivery
costs

Optimize fulfillment logic to reduce transportation costs.

Optimize
fulfillment

Use advanced sourcing logic to continually optimize fulfillment operations.

Reduce call
volumes

Increased inventory accuracy means less canceled orders and associated support calls.

Resolve calls
faster

Empower your team with detailed order status information so they can resolve support calls faster.

Minimize
applications

With headless integration (optional) your team can manage orders from within your existing systems to reduce training and call resolution time.

Drive store
traffic

Show customers what’s in stock, and provide the online order pickup options that increase store visits and revenue.

Pick and pack
efficiently

Craft the pick and pack strategy that best fits your store footprint, and reduce printing needs.

Manage store
capacity

Control how many orders are sent to each store to prevent bottlenecks and customer disappointment.

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