Overview
The era of booming e-commerce in a very competitive marketplace raised the bar for CSPs in terms of customer expectations within a purchase flow. Buyers demand smooth processes, transparency throughout the order flow, and quick fulfillment. They also have a reduced tolerance to cancelled or incorrect deliveries, delays in shipment, lack of tracking information and poor service quality.
If a service is not living up to their expectations, they are likely to abandon the order, make last-minute changes or switch provider. The service quality risk is even higher in case of complex multi-vendor bundles because of uncoordinated fulfillment processes.
When companies are sitting on old legacy systems, usually the order process is carried out via many separately operating platforms, that might not communicate automatically with each other. This makes the whole order flow fragmented, while manual processes also hugely increase the risk of errors.
Why Etiya’s Order Management?
Covering the order flow in its entirety, Etiya Order Management provides flexible, catalog-driven order capture, decomposition, validation, orchestration and execution, with jeopardy, exception and fallout management, without the need of IT involvement. It flexibly configures and customizes all customer interaction flows between a company and its customers throughout an order process. It captures orders from all sales channels and validates them to maintain business integrity. It can handle orders of varying complexity, and offers seamless scalability, being able to manage millions of orders per day.
Latest technology behind increased efficiency and better revenue generation
Etiya Order Management Core component applies pre-defined business logic and decision-making rules, ensuring an accurate, safe and secure order entry on any channel. During order capture guided selling prompts provide support to users to avoid errors. The system automatically validates the order entry and provides error correction to reduce order fallout. The continuous monitoring of order data through intelligent fallout and jeopardy management helps to identify erroneous or inappropriate orders. Thus, it radically reduces operational costs, and by increasing the number of successful orders, it also allows better revenue generation.
Catalog-driven processes enable operators to speed new offers to the market and make fulfillment process changes with ease. Automated and manual tasks and flows can be defined via a graphical design environment. There, users can define atomic process elements to simplify the design and management of complex processes without IT help.
The AI-driven, end-to-end automation of complex order processes continually optimizes business workflows and increases efficiency. Intelligent order management helps CSPs predict future demand by using big data analytics and machine learning algorithms.
Order Enrichment uses deep customer insights to enrich order data with valuable customer context, providing a comprehensive understanding of customer preferences, purchase history and behavioral patterns. It allows businesses to anticipate customer needs and tailor orders accordingly. This can include suggesting complementary products based on past purchases, personalized discounts, or tailored fulfilment options.
Technology supporting better customer experience, leading to improved customer lifetime value
Customers need to feel that they are in control during the whole order process. The Order State Engine ensures complete visibility into the order journey at any given time, and offers real-time tracking capabilities. It allows for proactive communication with customers, improved delivery time estimations, and the ability to identify potential issues before escalation.
During the order process resources can be reserved while customer and service eligibility are being verified, such as credit and black-list checks and inventory checks, both to ensure business integrity, and also to avoid situations when the selected product is gone from inventory by the time the necessary checks go through.
By utilizing the power of machine learning delivery times are calculated and managed so that orders are completed as committed, resulting in improved customer satisfaction.
Built-in, dynamic rules support business exception processing, such as alternative actions if the service will not be delivered as promised. So, even in such cases customers can feel that the company is striving to offer an equally good or the Next-Best Solution for them.
Real-time tracking with milestone notifications, self-service order management opportunities, like modifications or cancellations made available for customers provides the necessary transparency and control in the order flow that will make them feel good and comfortable with their decision, that they have chosen your product!
And the technical part?
We know, that easy implementation and system integration is always key. Etiya’s products are built in accordance with the ODA standards and principles of TM Forum, using Open APIs. We offer modular systems, that are flexible and highly scalable, allowing easy integration and enabling CSPs to transform into an agile digital operation.
Business is constantly changing, as also the needs of customers, and this will constantly require new features and modifications. We use microservices, that will ensure this agility for you, to introduce or modify features and capabilities quickly.
Our Order Management module is pre-integrated with other products in the Etiya product portfolio, like Product Catalog or CPQ, but can also be implemented stand-alone and integrated with the customer’s existing products.
Etiya offers consultation services throughout the customization and the implementation process, to find the solution that is most suitable to our partner’s needs.