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QKS - OMS Matrix - Feature

analyst report: Knowledge Brief

Omnichannel Order Management Systems (OMS)

The analyst, Quadrant Knowledge Solutions, defines an omnichannel Order Management system (OMS) as software that helps businesses efficiently manage and fulfill complex customer orders in an omnichannel environment to improve the customer service experience. Digital order management provides unified visibility into inventory from warehouses, distribution centers, stores, and in-transit locations and performs complex order routing to enable efficient order fulfillment from the optimum location. An omnichannel Order Management System (OMS) includes a configurable workflow engine to orchestrate and optimize complex order processing, management, and fulfillment processes to ensure the best fulfillment at minimum costs.

Increasing expectations around customer experience makes omnichannel a competitive value add. Digital order management is essential to enabling a seamless, consistent, and personalized experience, with flexibility for buy anywhere, fulfill anywhere, and return anywhere scenarios.

According to the SPARK Matrix analysis of the global Omnichannel OMS Platform market:

“The MPO platform is highly flexible with managing order flows by providing automatic real-time order and route changes along with order exceptions management features to meet changing customer demands. MPO also provides an omnichannel digital order management solution that encourages end-user loyalty and satisfaction with its quick, consistent on-time delivery capability, enabling easy returns across complex multi-channel." Akshay further adds, “The MPO platform provides end-to-end, actionable visibility alongside automation and smart business rules to factor all constraints and service level requirements and streamlines dynamic network partnering to achieve consistent order flow optimization. The MPO platform, with its comprehensive functional capabilities, cloud-native approach, unified & centralized platform approach, flexible architecture configuration, and robust product vision & roadmap, and high scalability, has been positioned among the technology leaders in the 2022 SPARK Matrix of the Omnichannel Order Management Systems (OMS) solution market.”  

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