How do you scale order management for cross-border and multi-channel sales?

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Order management is the process of handling and fulfilling customer orders across different sales channels and markets. It involves coordinating inventory, pricing, shipping, payment, and customer service. As your business grows and expands to new regions and platforms, you need to scale your order management to keep up with the demand and complexity. Here are some tips on how to do that effectively and efficiently.

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Matt Parkin, CAPM?

Partnerships @ Fulfil (eCommerce ERP) ?? | LinkedIn Consulting ?? | Top Voice ?? | Speaker ??? | 4x Founder ?? | Career…

1 Automate workflows

One of the key ways to scale your order management is to automate repetitive and manual tasks, such as order entry, confirmation, tracking, and invoicing. By using software tools or integrations, you can reduce human errors, save time and resources, and improve customer satisfaction. Automation also helps you streamline your workflows and ensure consistency across different channels and markets.

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Dinesh Perera

Digital Project Management | Agile Project Manager | Telecommunication Charted Engineer | OSS Engineer | OSS Solution Architect | Business Analyst | Process Optimization
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To scale order management for cross-border and multi-channel sales, use a centralized Order Management System (OMS) to unify orders from all channels, ensuring real-time inventory visibility. Automate order processing to handle tasks like invoicing and payment verification. Integrate the OMS with key systems (e.g., ERP, CRM, logistics) to streamline operations. Optimize logistics by partnering with reliable cross-border carriers and using distributed fulfillment centers. Address compliance by integrating tax, duty, and customs software, ensuring seamless transactions across regions. Implement robust customer service support for global queries.

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Shameem Moosa

Customer Success | Freight Forwarding | Healthcare Consultant | Expert in Air, Land & Sea Freight | Dispatch & Routing Pro | Shop & Ship Guru ??????
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Here’s how: 1. Implement a Centralized System: Use platforms that integrate orders from all sales channels for streamlined management. 2. Automate Key Processes: Automate order processing, tracking, and inventory updates to handle higher volumes efficiently. 3. Ensure Compliance: Stay updated with international trade regulations to prevent cross-border delays. 4. Optimize Inventory: Position inventory strategically to reduce shipping times and costs. These steps support efficient scaling, helping you meet demand across regions and channels effectively.

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2 Centralize data

Another important aspect of scaling your order management is to centralize your data and information. This means having a single source of truth for your inventory, pricing, orders, customers, and suppliers. By using a cloud-based or integrated system, you can access and update your data in real time, avoid duplication and discrepancies, and gain visibility and insights into your performance. Centralizing your data also helps you comply with local regulations and taxes, as well as manage currency conversions and exchange rates.

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Matt Parkin, CAPM?

Partnerships @ Fulfil (eCommerce ERP) ?? | LinkedIn Consulting ?? | Top Voice ?? | Speaker ??? | 4x Founder ?? | Career Coach & GTM Advisor ?? | FoundersBeta 30 Under 30 ??
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Leveraging a cloud-based ERP system to centralize your data is key to operating a brand at scale across multiple sales channels.

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3 Optimize shipping

Shipping is a crucial part of order management, especially when you are selling across borders and channels. You need to optimize your shipping strategy to deliver your products fast, cheap, and reliably. This may involve choosing the right carriers and partners, negotiating rates and contracts, tracking shipments and deliveries, and handling returns and refunds. You also need to consider the customs and duties, packaging and labeling, and insurance and risk factors of each market and channel.

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4 Communicate clearly

Communication is essential for scaling your order management, both internally and externally. You need to communicate clearly with your team, suppliers, and customers to ensure smooth and seamless operations. This may include setting expectations and goals, providing feedback and support, resolving issues and complaints, and soliciting feedback and reviews. You also need to communicate clearly with your customers about your order status, shipping options, payment methods, and policies.

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5 Monitor and improve

Finally, you need to monitor and improve your order management as you scale your business. You need to measure and analyze your key performance indicators, such as order volume, fulfillment rate, delivery time, customer satisfaction, and profitability. You need to identify and address any gaps, bottlenecks, or challenges that may arise in your process. You also need to seek and implement best practices, innovations, and solutions that can help you optimize your order management.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you scale order management for cross-border and multi-channel sales?

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1 Automate workflows

2 Centralize data

3 Optimize shipping

4 Communicate clearly

5 Monitor and improve

6 Here’s what else to consider

Order Management

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