Intershop Order Management (IOM) - Salmon B2B and B2C Companies to facilitate there Omni- ... medium...

© Intershop Communications

Intershop Order Management (IOM)

IOM Target Market

2

Target Verticals:

Manufacturing, Wholesaler or Distributors, Retailer

Omni-Channel B2B and B2C Companies to facilitate there Omni-Channel Processes and strategy

B2B Customer (e.g. Manufactures) who want to build up a Direct to Consumer Channel (e.g. Website, Marketplaces, etc.)

Pure Players, Distributors or Wholesaler with distributed inventory or warehouse locations to manage Order Orchestration, Order Routing and Order Fulfillment processes

Customers looking for an e-commerce backend with integrated Order Orchestration, Invoice to Cash Management, After Order Services and Return Management Features

Target segment:

medium enterprise B2B and B2C

Intershop Order Management Modules

Omni-Channel Services Toolset

Content ValidationEnterprise Inventory

VisibilityAfter Order Services Return Management Approval Management Commerce Advisor Cloud

High Security Architecture

Continuous Delivery

Intershop Studio

Platform Core

Advanced Replication

High Availability & Clustering

Performance & Scaling Infrastructure

Auditing

End to End Monitoring

Internationalization & Localization

User & Account Management

Organization Modelling

Invoice to Cash Management

Order Routing and Fulfillment

Order Orchestration

Payment

Shipping

Customer Data Management

Order Templates

Budget & Cost Center Management

Contracts

Catalog Management

ProductCompleteness Check

Media Asset Management

Web Content Management

Product Recommendations

Internet of Things

Brick and Mortar Store

Contact Center

Responsive Blueprint Store for Web and

Mobile

Omni-Channel Services Order Capture

Mobile

Chat

Marketplaces

Point of Sale

Social Commerce

Search & Recommendation

Services

Marketing Automation

Content & Digital Asset Management

Promotion Engine

Campaign Management

Search & Navigation

Online Marketing

Product Pricing & Taxation

Product Relations

Product Lifecycle Management

Catalog Management

Product Information Management

Product Data Completeness Check

Catalog Management

Product Data Management

Personalization Services

Address Verification & Fraud Prevention

Customer Relationship Management

Quotes

Personalization Cart & Checkout

Payment Provider Integrations

Fulfillment

Enterprise Resource Planning

Task & Workflow Management

Technical Monitoring & Report

Web Analytics

Multivariate Testing

Dashboards & Widgets

Web Analytics Services

Business Intelligence Integration

Technical Reporting

Smart Advisors

Enterprise Application Integration

Content Delivery Network

Security Services

Cloud & Hosting

Synaptic Commerce API

IOM – Website

4

5

Stores

Distributors

Suppliers

DC’s / 3PL

Dropshipment

Customer Centric Order Management and Engagement

CRM

ERP

Payment

Fraud /Approval

BI

Kiosk

Stores

Web

Call Center

Mobile

Marketplaces

6

Touch Points

OM

S M

od

ule

s

Enterprise Inventory

Order Capture

Order Orchestration

Order Routing

Customer Service

Return Management

Ente

rprise

Back o

ffice

ERP Systems

Accounting Systems

CRM Systems

Fraud Management

Business Intelligence

StoresDistributors Suppliers DC’s / 3PLDropshipment

CountriesOrganizations / Brands

WebMobile Stores Call Center

7

EXP

LOR

EU

SEB

UY

Patricia MillerCustomer

Christopher E. OwnesSeller

“I want to decide how, wherewhen I want to shop !”

“I want to offer a consistent customer experience !”

8

EXP

LOR

EU

SE

ENGAGEEnterprise Inventory Visibility

BU

YEX

PLO

RE

USE

BU

Y

ENTERPRISE INVENTORY VISIBILITY



“Where can I by the product ?”

“I want to use my inventory locations as a shared

resource.”

9


Omni-ChannelOrder Capture

BU

YEX

PLO

RE

USE

BU

Y

OMNI-CHANNEL ORDER CAPTURE



“I want to purchase the product via my preferred

channel.”

“I want a single repository for all my orders sold

via several channels.”

10

EXP

LOR

EU

SE



Order Orchestration

BU

YEX

PLO

RE

USE

BU

Y

ORDER ORCHESTRATION



“I expect a fast and flawless order process.”

“I want an seamless and efficient orchestration of my order process

with my enterprise back-office systems.”

11

EXP

LOR

EU

SE




Order Orchestration

BU

Y

INVOICE TO CASH MANAGEMENT



“I want to pay with my preferred payment method and expect

trustful information about my payments and invoices.”

“I want to manage my risk and my payment processes in conjunction

with my partners and enterprise back-office systems.”

12

EXP

LOR

EU

SE


Order Routing & Fulfillment



Order Orchestration

BU

Y

ORDER ROUTING AND FULFILLMENT



“I want flexible and reliable fulfillment options that fit into

my daily routine and preferences.”

“I want to control my Omni-Channel supply chain process

effectively to fulfill the demand of my customers.”

13

EXP

LOR

EU

SE





USE

After Order Services

Order Orchestration

BU

Y

AFTER ORDER SERVICES



“I want exact and up-to the minute feedback about all order related questions at any touch

point.”

“I want to enable my organization to offer best in class order related

customer services at any touch point. “

14

EXP

LOR

EU

SE





USE


Return Management

Order Orchestration

BU

Y

RETURN MANAGEMENT



“I expect an easy and fast return and refund process at

any touch point.”

“I want an effective Omni-Channel return process in my

organization and with my partners.”

15

Intershop Order Management – The Commerce Backbone

SynapticCommerce API

Unified Data and Process Flow

The Intershop Order Management is the commerce backbone for B2C or B2X business models across all industries

As the central commerce backbone it is the heart of every omni-channel commerce architecture and ensures seamless end-2-end order-, payment- and fulfillment process across the demand and supply chain of the organization and partners.

16


Return Management

Enterprise InventoryVisibility

Order Orchestration




The Intershop Order Management enables a seamless shopping experience across all channels.

It offers most convenient shopping options for customers based on how, where and when they decide to shop.

17

As part of the Intershop Commerce Suite, the Intershop Order Management is seamlessly integrated with the Intershop Commerce Management System to exchange products, inventories, orders and order states out of the box.

Master the challenge to capture orders from multiple touch

points in a modern Omni-Channel business.


19


Customers expect to be able to interact with companies anytime, anywhere, and in any way they desire and they expect to travel interchangeably between channels at any time during the lifetime of an order. They expect a seamlessand consistent shopping experience at all touch points.

Key Features

Flexible order entry capabilities of the Intershop Commerce Management Solution

Comprehensive set of API’s to ensure seamless integration of any touch-point or inbound order channel

Individual order capture and order validation processes for each sales channel

By bringing together the orders from different sales channels in a central order repository, companies will gain a holistic view with the Intershop Commerce Suite on the customers buying behavior and order history across all channels.

20


Support of various inbound order channels

Gain higher flexibility by the integration of all inbound

order-channels in one central order repository.

Create a 360º Customer experience, regardless where

the order is originated.

Contact-Center

Point ofSale / Kiosk

Marketplaces /e-procurement

Online / Mobile-Store

Direct Field Sales

Synaptic CommerceAPI / EDI


21


Flexible order capture integration capabilities

Connect inbound order channels via standard- or customized 3rd

party API’s.

Utilize individual order capture API’s for each inbound order channel

Inbound order channel independent order-capture and order-validation

processes

XML WS REST

EDI MarketplacesPoint of Sale Online-Store

Channels

API’s

Processes

22


Integrated order entry capabilities of the Intershop

Commerce Management Solution

As a part of the Intershop commerce-suite, the Intershop Order

Management Solution is fully integrated via the synaptic

commerce API into the Intershop Commerce-Management Solution

Online Shop Mobile Contact Center(OCST)

Internet of Things

AdobeExperienceManager

INTERSHOP COMMERCE MANAGEMENT SYSTEM

INTERSHOP ORDER MANAGEMENT SYSTEM

ORDER CAPTURE

API

ORDER

RESTAPI

Managed MicroService API

Business ObjectAPI

Responsive Web Apps Rest API

Mobile App

ORDER PROMOTION PAYMENT ADDRESS

23


Extend the competitive advantages through the effective development of

new target groups and markets

A holistic view of thecustomers buying behaviorand order history across all

channels.

Ensuring consistent shopping experience for

customers, call-centeragents or sales

representatives over all sales channels

Bring your customer fulfillment to the next level.


25


The visibility and accessibility of inventory information over all inventory locations is one of the fundamental steps for a successful Omni-Channel strategy.

Companies that are able to use there dispersed inventory locationsas a shared resource across all channels are able to fulfill the demand from each channel from each inventory location.

The Intershop Order Management System enables a true Omni-Channel experience by delivering an aggregated view of inventory information at all internal and external inventory location across all channels.

Key Features

Aggregated view of stocks from distributed inventory locations

Real-Time calculation of sellable stocks (available-to-sell)

Back-Office for a holistic stock overview for each inventory location

API for real-time retrieval of sellable and reserved stock for each inventory location

26

Up-to-date transparency of product availabilities

For 77% of the B2B buyers and 71% of the B2C consumers up-to-date inventory information across all channels are very important during the purchase process*

The Intershop Order Management delivers complete transparency, which sellable stocks are on which inventory location for any target group.


Stores:

What is in the internal or external inventory location ?

What is in another Store ?

B2B Buyer / Consumer:What is in my local store ?What is available for delivery to my office / home ?

Inter-Channel Management:

What is assigned to which channel ?

What is in my Warehouses and Stores across Europe ?

What could be served by which internal or external inventory location?

Enterprise Inventory Visibility

Customer Service: / Field SalesWhat is in the local stores ?What is in the internal or external inventory location for delivery at office / home ?

* Forrester: Building the B2B Omni-Channel Commerce Platform of the future

27

Integration of Inventory Locations

Integrate and manage dispersed inventories via API, Data Integration

Solutions or the Inventory Management Cockpit.

Automatic identification and assignment of overlapping product assortments across

all inventory location

Inventory Updates are based on full-inventory snapshots or inventory delta

updates


Enterprise Inventory Visibility

Integration & API’s

Identification & Assignment

28

Available-to-Sell and Reservation

The Available-To-Sell Feature tracks the On-Hand-, Reserved-, Unfulfilled-

and Available Stock over the complete lifetime of the order- and fulfillment

process

The API’s for Stock & Availabilities, Available-To-Sell and Reservation

ensuring a seamless integration in the channel specific catalog and order

process


Stock & Availabilities

Available-To-Sell

Reservation

Available To-Sell

Order Capture

Available-To-Sell

Delivery

Available-To-Sell

Car

t &

Ch

ecko

ut

Ord

er P

roce

ssin

g

29

Advanced Inventory Search Capabilities

Use extensive search parameters to find inventories across all

inventory locations


30

View and Manage inventory directly in the Inventory

Cockpit

Gain inventory visibility across all inventory locations at one

page

Get detailed information about the availability, stock and

prices at each location


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Increased customer satisfaction

Benefit from more flexible and precise fulfilment promises and

reduce customer disappointment because of unavailable stock

Reduced inventory levels and reduce level of markdown

Optimize the inventory and asset efficiency by the ability to sell more

inventory across channels


Increased sales and conversion rates

Remove channel boundaries and use other channels’ stock or other

inventory locations to fulfil demand that might have been lost

The whole is more than the sum if its parts

ORDER ORCHESTRATION

33

Dynamic markets require flexible order processes to ensure that orders are processed accurately and efficiently in accordance with the requirements of each sales channel and in line with the corporate strategy.

The Intershop Commerce Suite orchestrates the entire order processes in an enterprise through the entire life cycle of an order.

It is designed to seamlessly integrate with the specific business processes and back-office systems of an enterprise to enable a transparent and embedded order process across all internal or external systems or partners.

Key Features

Multi-Tenant Business Process Engine with custom adaptable business processes

Extensive library of instantly available standard business processes

Message Driven Architecture for real-time order processing

Synaptic Commerce API library to integrate existing and third party systems

ORDER ORCHESTRATION

Technical and Process Barriers Restrict Full Implementation of Omni-Channel Strategies

44%1 of the B2B companies and40%2 of the B2C companies it is

very difficult to integrate thedifferent back-office

technologies across the channels

1 Forrester: Building the B2B Omni-Channel Commerce Platform of the future

ORDER ORCHESTRATION

Opportunities and Benefits of the

Digitalization of Business

53%3 of the B2B companiesexpect more efficiency by

the digitalization of the business and nearly 40%

expect are more customer-centric business

2 Forrester: Customer Desires Vs. Retailer Capabilities: Minding the Omni Channel Commerce Gap 3 Intershop E-Commerce Report 2015: Heading the Next Frontier: The Digitalization of B2B

Commerce Systems must be embedded into the IT-

landscape

For 75%1 and 74%1 of the B2B companies it is important that the

commerce platform is integrated with the

enterprise back-office and fulfilment systems

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Embedded Order Orchestration

The Intershop Synaptic Commerce API enables an integrated cross-system order

orchestration processes

Enterprise specific unified data- and process-flows simplifying the integration,

enhancement or the exchange of processes, internal and external systems

ORDER ORCHESTRATION

Unified Data and Process Flow

SynapitcCommerce API

Order Orchestration

36

Extensive library of instantly available standard business

processes

The Intershop Order Management Systems comes with an extensive set on pre-defined

business processes and API’s to enable a quicker time to market

The available business processes covering all modules of the Intershop Order Management

System for holistic order orchestration process

ORDER ORCHESTRATION

Order Capture

Order Routing Order ApprovalOrder

Submission

Order Response

Delivery Advice

Return Management

Stock Aggregation

RMA Process

Order Merge

Order Validation

Document Creation

Invoicing

E-Mail

Order Cancelation

Open Amount

Create / Update Debtor

Payment Capture

Payment Cancelation

Payment Refund

Master data Exchange

Stock Management

Available-To-Sell

Reservation

and more ...

37

Flexible business integration architecture

Synaptic Commerce API’s for flexible integration of the internal and external

system landscape of the enterprise

Event based E-Mail Notification services for outbound E-Mail communications

Additional Micro-Service architecture to support the evolutional change of certain

business functions

ORDER ORCHESTRATION

Synaptic Commerce APICommunication

Business Process Engine

XML WS REST XML CSV TXT... ...

Synaptic Commerce APIIMPEX

Notification Service Micro Services

38

State and Event Management

Independent business object states for e.g. order-, line item, deliveries, returns,

notifications

Multiple active business object states and processes on line item and unit level for e.g.

partly-deliveries, -cancelations or -returns

Configurable JMS Events based on business object states or process level

ORDER ORCHESTRATION

Line Item BO

InitialDispatch BO CheckedAn-

nounce

openPartly

shipped

openPartly

shippedOrder BO

…

…

39

Multi-Tenant Business Process Engine with custom adaptable

business processes

Sequential or concurrent business-processes flows with master- and sub-

processes

Multi-Tenant message events to add, change or replace existing processes, sub-processes or process flows for each tenant

Synchronous, event or time driven processes execution

ORDER ORCHESTRATION

Order Capture & Validation

Order Routing

Process A

Process B

Process C

Order Approval

Process D Process EOrder Submission

Message Events

Events

Scheduler

Sub-Process

Message Events

40

Increased economic viability

Improved efficiency and reduced process costs through optimized

business processes

Embedded Omni-Channel commerce architecture

Transparent and flexible orchestration of cross-system order

processes


Increased customer satisfaction through the minimization of media

and system breaks

ORDER ORCHESTRATION

Efficient payment processing through integrated Invoice-

to-Cash Management processes


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Payment, invoicing and accounting processes must be reconciledand efficiently orchestrated across enterprise back-office and partner systems to support effective and transparent paymentprocesses across all channels.

The Intershop Order Management Systems enables, in accordance with the order management processes and in conjunction with payment providers, ERP or third-party systems, partial or fully automated approval-, payment- and invoice processes.

Intershop Order Management Systems provides full transparency for customers, call center agents or field sales of the current payment status of a customer's order

Key Features

Customer Service Back Office with detailed payment and billing information

Individual payment processes per payment method and tenant

Full and partial automated payment, invoice and credit processes

Integration of ERP or debit site booking systems systems


43

Payment Orchestration

The payment framework enables the standardized synchronization of payment

actions and payment notifications between the Order Management System,

and all internal and external enterprise systems or partners



Inbound Payment Actions

OutboundPayment Actions

Inbound Payment Notifications

Outbound Payment Notifications

Inbound Payment Actions from 3rd

party systems to trigger payments via integrated payment providers

Outbound Payment Actions to 3rd

party systems to trigger payments actions (e.g. PSP)

Inbound Payment Notifications from 3rd party systems to receive payment state updates

Outbound Payment Notifications to 3rd party systems to send payment state updates

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Payment Notification and Action History

Overview of all order related payment actions and payment

notifications


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Individual Payment and Invoice Processes

Individual payment and invoice processes for each payment method and tenant

Combination of payment and approval processes to wait for incoming payments

or approvals from 3rd party Fraud Management Systems

Partly and full payment captures, cancelations, refunds, invoices and credit

notes


pay invoice

Send invoiceSend payment

notification

Approve and ship order

Pre Payment

Credit Card Payment

Fraud CheckReceive Dispatch &

Create Invoice

Capture Payment

Send invoice

Approve and ship order

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Invoice and Credit Note Overview

Overview of all Invoices and ccredit notes with the current payment state

in the OMS and Accounting System


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Approval Processes

Individual approval processes for each payment method

One or several approvers for each approval step

Synaptic Commerce Approval API for announcing and receiving approvals to

external approval systems (e.g ERP, Fraud Management Providers)


Step 1 Step 2 Step 3 Approved

DeclinedStep 1 Step 2 Step 3

48

Integration of ERP or Accounting System

Synaptic Commerce API to integrate external ERP or Accounting Systems for

Debit and Credit Site Bookkeeping

Individual Message for create or update deports, create sales or purchase orders

and credit notes

Payment histories to create a overview of all payments in the Intershop Order

Management Systems


Create Order

Create Debtor

Sales Order

Purchase Order

Change Profile

Update Debtor

Pay Invoice

Payment History

Return Order

Credit Note

Payment History

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Increased economic viability

Efficient payment process management and full transparency

of all payment and billing information


Synaptic Commerce API For seamless integration of

payment providers and enterprise backend systems


Increased conversion rate and customer satisfaction through

smooth and convenient payment

processing


The backbone of a profitable Omni-Channel Strategy


51

The wish of today's Omni-Channel customers to buy products when, where and how they want, increases the complexity of order and delivery processes and requires a flexible and transparent routing of orders to distributed inventory locations of the enterprise or partners.

The Intershop Order Management System automates and optimizes order processes across distributed inventory locations and integrates local stores in the Omni-Channel fulfillment strategy of an enterprise.

The central order routing and fulfillment processes of the Intershop Order Management ensure that orders are executed cost-efficient and transparent in the way desired by the customer.

Key Features

Multi-Tenant order routing and fulfillment processes

Synaptic Commerce Order Fulfillment API to integrate POS, ERP, WMS, 3PL or Drop Shipment partners

Rule based order routing and inventory assignment processes

Detailed order-related transaction history


52

Order Routing Processes

The multi-step order routing process identifies potential inventory locations for

an order.

The Order Routing Algorithms assigns the inventory location(s) that are most suitable

to fulfill the order line items according the customer demand and the economic

context of an enterprise


OrderRouting

Identification

Optimization

Assignment

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PP: 22,45 €QTY: 230LOC: Yes


PP: 22,19 €QTY: 22LOC: No


Inventory Location

PPCheck

QTYCheck

LOC Check

= PPOpt.

Berlin 1

Munich

Jena

Cologne 2

QTY: 30

Jena

Berlin

MunichCologne

Inventory Location

PPCheck

QTYCheck

LOC Check

= DTOpt.

Berlin 2

Munich

Jena

Cologne 1

QTY: 30

QTY: 30

Cologne

Berlin

Purchase Price Optimization

Delivery TimeOptimization

Assigned Inventory Locations Order Routing

54

Order Fulfilment Processes

Integrate any fulfillment location via the Synaptic Commerce Fulfillment API or

manage the fulfilment state in the Back Office of the OMS

Detailed tracking of the order fulfillment state during the complete fulfillment

process

Individual e-mail notification templates to inform the customer about the current

fulfillment state and the scheduled shipping dates


Place Order

Confirm Order

Notify Customer

Update planed shipping date

Pick and Pack Order

Notify Customer

Carrier handover

Shipping confirmation

Notify Customer

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Omni-Channel Fulfillment Processes

Integration of POS Systems via the Synaptic Commerce Fulfillment API or via the Back-

Office of the OMS

Order State and Ready-To-Pick Notifications to inform the customer about

the current fulfillment state of the order

POS Payment Notifications for a holistic payment history in the OMS


1. Place Order 2. Route Order

3. Ready to Pick Up4. Ready to Pick Up

5. Pick Up & Pay

6. Payment NotificationClick & Collect

1. Place Order 2. Route Order

3. Delivery

4. Delivery

5. Ready to Pick Up6. Ready to

Pick Up

7. Pick Up

4. DeliveryShip to Store

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Order Fulfilment Notification API

Up-to-the-minute syndication of the order fulfilment state to any back-

office or 3rd party system via the Synaptic Commerce Fulfilment

Notification API


Order Fulfillment

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Order Response Notification History

Order Response notifications to track the current fulfillment state

at the fulfilment location

Detailed history to track the complete history of the fulfilment

at the inventory location

View the history via the OMS Back-Office or the Synaptic

Commerce Fulfillment API


58

Delivery Notifications & History

Detailed history of all order delivery notifications

Manage and View Delivery Notifications via the Intershop

OMS Back-Office or the Synaptic Commerce Fulfillment API


59

Order Cancelations

Cancelation of Orders- or Order Lines via the Intershop OMS Back-

Office or the Synaptic Commerce Fulfillment API

Capture inventory location specific cancelation types and

reasons


60

Omni-Channel fulfillment capabilities

Order routing and fulfillment across distributed inventory

locations to fulfill the customer demand from any location


Synaptic Commerce API to integrate fulfillment processes

across dispersed inventory locations


Flexible fulfillment and delivery options and reliable information about the fulfilment state of the

order


Efficient returns processes – one cornerstone for a

profitable e-commerce business

RETURN MANAGEMENT

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A holistic return management shall include activities to reduce the return rate by detailed product information, personal advice, and optimal delivery quotas and moreover a seamless networking of all participants involved in a returns process.

The integrated returns management functionalities of Intershop Commerce Suite supporting enterprises with efficient and seamlessly orchestrated return processes.

RMA management, return slips, return capture and processing or payment refund and credit notes - all processes are seamlessly integrated

Key Features

Returns portal for customers, in-store returns and manual return entry in the warehouse

Synaptic Commerce Return Management API to integrate POS, WMS, 3PL or Drop Shipment partners

Authorization of returns via integrated RMA processes and interfaces

RETURN MANAGEMENT

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CONSUMER EXPECTS FASTER REFUNDS THAN RETAILERS ARE DELIVERING2Returns today are a critical part of the delivery

experience. While traditionally returns became a concern for the consumer after the purchase had been completed, now returns play an important role in the purchase decision itself 1.

As much as 76% of consumers look at a retailer’s return policy before they even complete an order and 81% of consumers would shop more with a retailer who makes returns easier 1.

RETURN MANAGEMENT

1 MetaPack: Delivering Consumer Choice Report 2015

ACTUAL EXPECTED

16.8

7.3DA

YS

2 Kurt Salmon Special Report: 2015 Omni Channel Fulfillment

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Return Merchandise Authorization (RMA)

Create individual RMA Numbers for each Inventory location of an Return

Announce RMA Request to the assigned inventory location

Include the RMA number on the created return document as a bar code

RETURN MANAGEMENT

Start return process

Print Return Slip and sent it back

Announce RMA

Return Advice

Return Information

Create Return

RMA Response

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Embedded Return Processes

Embedded credit note and refund processes for faster refunds and

transparent account management

Synaptic Commerce Return Notification API to syndicate return messages to

enterprise back-office systems or dedicated order capture channels

RETURN MANAGEMENT

Create Credit Note

Refund Sales Price

Create Return Sales Order

Create Return Purchase Order

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My Account Return Management

Create returns and return documents on-the-fly in the My-

Account Return Center

RETURN MANAGEMENT

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Return History & Management

Review the complete return history with dedicated return

types, return reasons and detailed return information

Download return documents like return labels

RETURN MANAGEMENT

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Capture Returns in the OMS Back Office

Create Returns in the Order Management Back Office

Capture detailed channel or inventory location specific return

types and reasons

Apply deduction classes for e.g. traces of uses

RETURN MANAGEMENT

69

Omni-Channel return management

Optimized returns management by minimizing system and media

breaks through embedded returns processes


Synaptic Commerce API to integrate return processes

across dispersed return locations


Increasing customer satisfaction through efficient returns

management

RETURN MANAGEMENT

Efficient after-order services through a 360-degree

customer view


71

Superior After Order Services are a key competitive advantage if the price is only one reason in the purchasing decision. Customers expect that the desired services and information are available at the time and via the contact point of their choice.

The seamless integration of Intershop Order Management with all enterprise systems of the company or partners, provides a comprehensive look at all information and services throughout the life cycle of an order.

Whether the customer is informed by e-mail, accessing the My Account or is in dialogue with salespeople or service agents, Intershop Order Management enables seamless information and services through any channel at any time.

Key Features

Customer Service Back Office with detailed customer and order information

Detailed order information throughout the entire life cycle of an order

Synaptic Commerce Order State API for seamless integration of back-office systems like CRM, ERP or BI systems


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Aggregate, Syndicate and Customer Service

Aggregate all order related information from dispersed locations in one central

pool

Syndicate all order data to customers or enterprise back office systems

Omni-Channel Customer Service on different touch points via OMS Back-Office

or enterprise API integrations



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Omni-Channel Customer Order History

Clear central overview of all Omni-channel orders of a

customer with detailed order state, payment methods and

items


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Detailed Customer Order Information

All important order information in one central view with detailed

line items, addresses and order related information


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Order Response Notification History

Aggregated overview of all order response notifications with detailed acceptance state,

shipping dates and approved purchase prices


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Order Dispatch Notification History

Single view of all dispatch notifications for each inventory

locations with information abut the carrier, tack & trace number,

shipping date or number of parcesls


77

Order Cancelation

Aggregated order cancelation overview

Full- or partly order cancelations with individual cancelation types

and reasons


78

My Account Order History

Integrated “My Account” customer order history with

detailed order state information

Detailed order view with addresses, line items, order- and

order position states


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Omni-Channel After Order Services

Seamless, fast and reliable after Order Services across all channels


Synaptic Commerce API to integrate enterprise back-office systems for an holistic customer

view


Personalized customer service through accurate and

comprehensive order information


© 2013 Intershop® Communications AG . All rights reserved. All other trademarks are the property of their respective owners.

The world of commerce is changing.Unlock your potential with the exciting possibilitiesof Intershop omni-channel commerce.

Jena, GermanyHong Kong, ChinaMelbourne, AustraliaSan Francisco, USA

Amsterdam, Netherlands Berlin, Germany Frankfurt, GermanyHamburg, GermanyLondon, UK

Nuremberg, GermanyParis, FranceRio de Janeiro, BrazilSofia, BulgariaStuttgart, Germany

[email protected]

Furthermore Intershop is represented in Austria, Belgium,China, Denmark, Finland, India, Italy, Norway, RussianFederation, Spain, Sweden, Switzerland, and Turkey.

For a full overview, as well as for contact details please consultour website: www.intershop.com/offices-and-subsidiaries

Intershop Order Management (IOM) - Salmon B2B and B2C Companies to facilitate there Omni- ... medium...

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