What are the best practices for managing orders across multiple channels?

A central location which handles all orders and mediums it has been received through is an ideal strategy. However, to err is human, meaning orders reaching the system may always not be correct eg.of it is wrong material nr. or wrong unit of measure, faulty maintnence of material or customer master or handling of orders causing mistakes generating huge logs and difficult to track the protocoll at times leading to blocking and reservations of stocks unecessarily due to human error which is quite common. However, if you had a way to control this before a order is created, would be a better way to create 99% correct orders and error free. The Pre-sales suite is answer to that, orders are before created parked and lets users control.

The Pre-sales Suite is a Tool which centrally Monitors, Tracks, Solution troubleshooter, Manages and optimises Pre-sales orders before they are finally converted in a sales order and all in one dashboard and also eInvoices. Its a Patented tool and copyrighted addon solution. Orders are created without having the need of a middleware mapping using RFC, BAPI, IDOC, EDIFACT, XML, PDF and other alternate medium and all in one central location managed. Even if customer used Budget codes, season codes etc.. system can smartly detect a material, predefined in SAP or also replace whrn customer does not have the material nr. used in suppliers system.

Order management across channels is a complex process. Various channels order management handle include - General Trade (Trade customers) - Organized trade (Big box retailers) - Ecommerce players Challenges arise across channels due to - Different Order volumes - Different Fulfillment lead times. - Product expectations. - Demand fluctuations. A standard practice should include allocation process which defines rules for different channels. Allocation rules based on channel inventory, DOS (Days of Supply) definitions, etc could avoid conflicts. Establishing a different storage locations in ERP systems and warehouses, Training order managing teams are other requirements.

Replenishment model would also be helpful in order management . This has added advantage in managing inventory , return and over sailing.

Demand patterns vary across channels depending up on channel characteristics, scheme/promotion inventions and POS support. Demand forecasting and inventory definitions at channel levels could help in driving supplies. In some cases, selling organizations consider separate SKUs (Stock keeping Units) for every different channels. This could help better inventory practice.

Fulfillment options are decided based on the type of customers like - Large distributors (national distributors, online players) - Small distributors - Retailers - End consumers Fulfillment source locations like - Factory warehouse - Central warehouse - Last mile warehouse - Pick up point options given by Omnichannel players Next, is to decide mode of fulfillment which is dependent on type of customers, product, shelf life requirements, shipment volumes / value, TAT agreed with the customers. For each type of fulfillment options (Self, Drop ship, etc), detailed Scope of work and policies should be agreed with logistics service providers.

In my opinion the best way is to use a Centralized Order Management System (OMS) that consolidates orders from various channels, which provide you with a single view for tracking and fulfillment also real time inventory.

When multi channel order fulfillment happens in a 'cross border trades', various other parameters needs to be considered: - Export/Import regulations - Incoterms agreed between seller & customer - Waybill related conditions - Commercial / payment terms for customers at various countries - Transportation options available for destination countries - Internationally agreed documentation procedures - Tools and technologies for shipment visibility Contract between various players plays a significant role in fulfillment across multiple channels / multiple countries. Aligning and training various partners (LSPs, customs handling agents, warehousing partners, personnel involved) within fulfillment chain is important.