The Forrester Wave™: Order Management Systems, Q2 2023

See the Results


Empower staff, reduce calls

Empower customer service. Keep customers happy.

Order screen to return product

Offer pickup from anywhere

Let customers pickup online orders in stores, at lockers, or third party partners.

Modify orders

Edit or cancel orders, update a delivery address, or change the delivery method or pickup location.

Offer appeasements

Let staff offer discounts and refunds at the order or line-item level if things go wrong.

Manage returns and exchanges

Let customers Buy Online and Return In Store (BORIS), and manage exchanges.

Reduce customer service calls

Automate your customer interactions

Send real-time order status updates

Send customers detailed order updates so they don’t need to call.

Enable digital self service

Let customers update their order (including delivery address) as long as it hasn’t been picked and packed.

Manage pick exceptions

Automatically reroute or split an order that has been short picked, and notify the customer if necessary.

Get support for your project

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


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


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

Increase brand

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

Boost your

Reduce canceled orders and customer disappointment.

Increase your

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

Optimize fulfillment logic to reduce transportation costs.


Use advanced sourcing logic to continually optimize fulfillment operations.

Reduce call

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

Resolve calls

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


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

Drive store

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

Pick and pack

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

Manage store

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


Accelerate Your Order Management

Let us show you a better way to manage omnichannel orders

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