Studies estimate that there will be an increase in B2B ecommerce sales from $7.7 trillion to $17.6 trillion between 2018 and 2021.
It means that more customers will commit to the online buying experience, resulting in B2B ecommerce more than doubling in three years. It has already started the world on an epoch.
One of the significant factors that will decide fate of a company is their order management system.
A report by eFulfillment Services states that the average order fulfilment cost is about 70% of the average order value. Even till 2020, ecommerce logistics costs were rising at the rate of 18%, overtaking ecommerce revenue.
Much of this can be blamed on the legacy order management software used by most companies. These software applications are not scalable, flexible, or adaptable. As a result, they often slowed down the order management flow of companies.
Salesforce Lightning Order Management was introduced in October 2019. Built on the Lightning Platform and supplemented by numerous software vendor partners, Lightning Order Management could be paired with Salesforce Commerce Cloud to provide customer-centric order management.
In the present day, the customer wants to be fully involved in and informed about the order lifecycle. Therefore, the future of order management depends on the automation of the process and keeping the client updated about every step.
That is precisely what Salesforce Commerce Cloud order management helps a business accomplish.
Features of Salesforce Order Management
Adding an application for order management to Salesforce Commerce Cloud is another step forward for the migration of systems to the cloud.
By moving order management to a cloud environment, scalability, flexibility, transparency, and connectivity are automatically added to the formula.
The specific features of Salesforce product and service order management that make it a winning choice are described below.
1) Visual Commerce Order Management
It is proven that a visual representation of data is much more effective in relaying information than a text-based one. It also makes it easy to edit and modify details.
Salesforce purchase order workflow visualization is one of the ways this is implemented. It allows the automatic setup and customization of workflows using a visual model rather than a textual or detail-based one.
From order capture and inventory and supply chain management to invoicing, payment receipt, delivery, and follow-up services, every part of an order can be automated, viewed, and managed efficiently.
2) Order Lifecycle Management
It is not enough to just be able to create and visualize the workflows; you need to translate them to reality.
Salesforce purchase order management allows the company to easily keep an eye on and control the order lifecycle from end to end without scrambling to get the next part of the process rolling manually.
By automating these parts of the order management, Salesforce allows employees to focus on more critical tasks, especially complex ones that cannot be solved by the routine process.
3) Order Complexity Simplification
CRM and order management is easy when the order fulfilment path is a straight line, and when everything goes according to plan.
However, no B2B order ever goes like that. There can be multiple billing points or shipping addresses, numerous inventory locations to be accessed for order fulfilment, complex product types, partial shipments, split deliveries, and much more.
There will also be cancellations, returns, exchanges, and associated refunds. With Salesforce asset and order management, all activities related to order fulfilment and inventory management can be done smoothly.
4) Payment System Coupling
An essential part of the order workflow is payment authorization and capture. Before the addition of Order Management to SFCC or Salesforce Commerce Cloud, the processes of invoice generation and settlement had to be completed and relayed manually from your Quote-to-Cash and payment applications.
But, once you activate the Salesforce order management API in your Commerce Cloud, it automatically updates your payment software application in real-time about orders and accounts.
Thus, when you require it, you can instantly access your invoice without wasting time to create it manually.
5) Commerce And Service Cloud Connection
Customer-centrism is the not-so-secret secret ingredient for the success of any business, especially B2B ones. Business clients expect you to know their preferences and provide for them before they have to spell it out.
However, it will never be possible by keeping the ecommerce and customer service segments separate in the order management process.
Service representatives have complete knowledge of the customer, and this should be applied to the ecommerce order management system so that the sales reps can cater to each client according to their preferences.
Similarly, service reps can only assist customers and respond quickly if they know about their orders. Salesforce Order Management allows this by connecting the Commerce and Service Clouds on this front and providing a unified customer view on both sides.
6) Self-Service Facility
A lot of B2B clients today expect seller companies to provide facilities reminiscent of B2C functionalities. One of these features includes self-service capabilities on their e-commerce portals.
Self-service gives the impression of liberty and flexibility to B2B customers of the kind that we see in online retailer stores.
It also eliminates the hassle of having to contact a sales or service representative every time the client requires some sort of assistance or has a complaint.
Salesforce Commerce Cloud Order Management allows customer-side order management tasks like cancellations, return or exchange requests, payment specifications, and order status checking to be done by the clients themselves from the ecommerce portal.
7) Platform Flexibility
Any application is considered truly useful and valuable if it can integrate with other apps, tools, and services and run on a variety of platforms without much difference in functionality.
In this respect, Salesforce has always been at the top. Salesforce Lightning Order Management integrates with a large number of apps and APIs, not only from the AppExchange but also from other third-party sources.
A rich partner ecosystem allows high customizability so that a brand can set up its order management system in the exact manner they want.
They do not have to deal with a cookie-cutter solution that requires them to manually manage the intricacies and complexities of their order management for individual orders.
8) Process Automation
One of the most popular trends these days is the clicks-not-code principle. It allows businesses to forego the need for niche developers at every step of setting up their IT system.
The drag-and-drop facility of Salesforce Order management will enable one to manage their visual workflows easily and without esoteric coding knowledge.
The Schema Builder even allows users to make object level changes that reflect automatically throughout the Salesforce order management data model. It vastly reduces training and onboarding costs and increases the accessibility of the system.
9) Complete Support
Salesforce ensures that you are never alone when dealing with their Lightning Order Management application. The Salesforce order management license comes with extensive and all-round customer care services and resources.
These include an ideal two-day response time, ample documentation, an authoritative customer support community, helpful webinars, regular events, guided training and journeys, etc.
You will get even more comprehensive support with the enterprise plans for Salesforce Order Management, like round-the-clock support and administrative assistance.
Salesforce B2B Commerce is the best solution for B2B concerns in the digital age, not only because it ticks all the boxes to facilitate business but also because it is continually working to improve its offerings.
Lightning Order Management is one of these improvements. If done right, it can help you do away with unnecessary processes and tasks and drive growth and profit equally.
The Salesforce order management implementation guide can help you navigate the various features of this application. But, if you need more hands-on assistance and guidance, the doors of Docmation are always open.