NetSuite to Perfect Omnichannel Order Management

NetSuite continues to round out its exacting capabilities for retailers and distributors. Having acquired the Retail Anywhere cloud point of sales (POS) system in early 2013, on the eve of the SuiteWorld 2013 conference NetSuite has acquired OrderMotion Inc., a provider of order management solutions based in Burlington, Massachusetts, for an undisclosed sum. The acquisition of OrderMotion’s cloud-based Direct-to-Consumer (D2C) Order Management capabilities adds to NetSuite’s own cloud-based order management system, furthering NetSuite’s focus on this increasingly important and complex business challenge and critical functionality—omnichannel order fulfillment.

NetSuite’s current order management system (OMS) enables order execution, regardless of where the order originated or where it will be fulfilled. In addition to standard order management capabilities such as distributed order management (DOM), multiple location fulfillment, and return merchandise authorization (RMA), NetSuite OMS offers billing capabilities such as payment capture, refunds, invoiced billing, usage-based, and recurring billing to support any type of desired customer interaction for business-to-business (B2B) and business-to-consumer (B2C) environments. In addition, NetSuite OMS provides a rules-based workflow technology to improve the lifecycle of a transaction—order to fulfillment to payment capture to repurchase. By providing intelligent order scoring, review, and exception capabilities, NetSuite’s customers can reduce fraudulent orders without sacrificing overall order processing efficiency.

NetSuite will leverage OrderMotion’s expertise in continuity and replenishment and supporting direct response programs to augment NetSuite’s existing OMS. Providing a comprehensive OMS for a wide range of businesses including B2B, B2C, retail, wholesale distribution, and manufacturing, OrderMotion’s solution is used in conjunction with front-end e-commerce tools such as Demandware and Magento by many e-commerce and omnichannel retailers. It will be interesting to watch how OrderMotion will fit in with NetSuite’s SuiteCommerce offering as well.

Omnichannel Supply Chain Is Hard 

Today, everyone is abuzz with omnichannel marketing but hardly anyone is an expert in omnichannel supply chains and consistent fulfillment. As companies are increasingly looking to meet cross-channel shoppers’ demand for services like Web order fulfillment directly from retail stores (buy online but pick up in-store), order management is becoming a critical differentiator. Sophisticated order management is paramount to the omnichannel commerce experience. Businesses attempting to support these new omnichannel buying patterns across disparate stovepipe applications know all too well the challenges of meeting customer expectations.

Most businesses have little or no ability to coordinate, view, analyze, and fulfill transactions across Web store, brick-and-mortar store, mail orders, and telesales, which results in customer frustration and increased service costs. Add the complexity of DOM, where orders may be partially fulfilled from two or more locations, including drop-shippers, and companies are simply unable to keep up using homegrown or legacy order management solutions. This leads to the ironic situation of many retailers maintaining separate and often unnecessarily bloated inventories and safety stocks in silos for each channel.

Beyond order management, NetSuite provides back-office technology such as warehouse management capabilities, including bin and lot tracking, support for the pick/pack/ship fulfillment process, support for multiple warehouse locations, and the intelligence to select the appropriate warehouse based on each business' rules. NetSuite is natively integrated with major and regional carriers—UPS, FedEx, and USPS—to generate real-time rates, print shipping labels, and automatically send package tracking information to shoppers. All of these capabilities are delivered with the multicurrency and multi-tax support required to deliver truly global commerce. One would be hard pressed to find such broad retail e-commerce and OMS capabilities elsewhere in the cloud .
comments powered by Disqus