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Last updated on 2024年7月17日

How do you manage BSS order management across multiple channels and platforms?

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Order management is a crucial function of any business support system (BSS) that handles the processing, tracking, and fulfillment of customer orders across different channels and platforms. However, managing orders in a complex and dynamic environment can pose many challenges, such as data inconsistency, operational inefficiency, customer dissatisfaction, and compliance risks. How do you manage BSS order management across multiple channels and platforms effectively and efficiently? Here are some tips and best practices to help you optimize your order management system (OMS).

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Shawn Merlan

Empowering Entrepreneurs | Business Growth Strategist | Top LinkedIn Business Development Voice

1 Define clear and consistent order workflows

One of the first steps to manage BSS order management across multiple channels and platforms is to define clear and consistent order workflows that cover the entire order lifecycle, from order capture to order completion. Order workflows should specify the roles, responsibilities, actions, rules, and validations for each order stage and channel, as well as the integration points and data exchanges with other BSS components, such as billing, inventory, provisioning, and customer service. Having well-defined order workflows can help you streamline your order processes, reduce errors and delays, and ensure quality and compliance.

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2 Implement a centralized and flexible OMS

Another key step to manage BSS order management across multiple channels and platforms is to implement a centralized and flexible OMS that can handle the complexity and diversity of your order scenarios. A centralized OMS can provide a single source of truth for your order data, enabling you to have a unified and accurate view of your order status, inventory, and customer information across all channels and platforms. A flexible OMS can also allow you to configure and customize your order workflows, rules, and validations according to your business needs and customer preferences, as well as to adapt to changing market conditions and regulatory requirements.

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Shawn Merlan

Empowering Entrepreneurs | Business Growth Strategist | Top LinkedIn Business Development Voice
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Implement a centralized OMS that can integrate with all your sales channels (e.g., website, mobile app, physical stores, marketplaces). Ensure real-time synchronization of inventory, orders, and customer data across all platforms to avoid discrepancies.

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Jagan Jagzeet

Telco BSS Consultant|Business Analyst|Solution Architect
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A centralised OM also helps in more reusability and reduce the cost of implemention. Similarly a centralised & flexible OM also helps in implementing more bundled and innovative solutions to win over competitors and increase ARPU.

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3 Automate and orchestrate your order processes

A third step to manage BSS order management across multiple channels and platforms is to automate and orchestrate your order processes using advanced technologies and tools. Automation can help you eliminate manual and repetitive tasks, improve efficiency and productivity, and reduce human errors and costs. Orchestration can help you coordinate and synchronize your order processes across different BSS components, systems, and platforms, ensuring timely and accurate execution and delivery of orders. Some of the technologies and tools that can help you automate and orchestrate your order processes include workflow engines, business rules engines, artificial intelligence, machine learning, and APIs.

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Shawn Merlan

Empowering Entrepreneurs | Business Growth Strategist | Top LinkedIn Business Development Voice
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Automate order routing to the appropriate warehouse, store, or fulfillment center based on factors like location, inventory levels, and shipping preferences. Implement efficient fulfillment processes to ensure timely and accurate order processing, including picking, packing, and shipping.

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4 Monitor and optimize your order performance

A fourth step to manage BSS order management across multiple channels and platforms is to monitor and optimize your order performance using data analytics and feedback mechanisms. Monitoring can help you measure and track your order key performance indicators (KPIs), such as order volume, order cycle time, order fulfillment rate, order error rate, and customer satisfaction. Optimizing can help you identify and address any issues or gaps in your order processes, as well as to discover and implement any opportunities or improvements to enhance your order quality and efficiency. Some of the data analytics and feedback mechanisms that can help you monitor and optimize your order performance include dashboards, reports, alerts, surveys, and reviews.

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5 Engage and delight your customers

A fifth step to manage BSS order management across multiple channels and platforms is to engage and delight your customers throughout the order journey. Engaging can help you communicate and interact with your customers effectively and proactively, providing them with relevant and timely information, updates, and notifications about their orders. Delighting can help you exceed your customers' expectations and needs, offering them personalized and convenient options, such as self-service, omnichannel, and flexible delivery. Some of the ways to engage and delight your customers include chatbots, mobile apps, web portals, email, SMS, and loyalty programs.

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Shawn Merlan

Empowering Entrepreneurs | Business Growth Strategist | Top LinkedIn Business Development Voice
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Ensure your customer support system is integrated with your OMS, allowing support agents to access order details and resolve issues quickly. Provide customer support across multiple channels (e.g., phone, email, live chat, social media) to meet customer preferences.

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6 Collaborate and innovate with your partners

A sixth step to manage BSS order management across multiple channels and platforms is to collaborate and innovate with your partners, such as suppliers, vendors, distributors, and service providers. Collaborating can help you align and integrate your order processes and data with your partners, ensuring smooth and seamless coordination and cooperation. Innovating can help you leverage your partners' capabilities and resources, creating new and value-added offerings and solutions for your customers. Some of the ways to collaborate and innovate with your partners include cloud platforms, blockchain, smart contracts, and co-creation.

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7 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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Shawn Merlan

Empowering Entrepreneurs | Business Growth Strategist | Top LinkedIn Business Development Voice
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Choose a scalable OMS that can handle increased order volumes and new sales channels as your business grows. Implement flexible workflows that can be easily adjusted to accommodate new processes or changes in the business environment.

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How do you manage BSS order management across multiple channels and platforms?

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2

3

4

5

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1 Define clear and consistent order workflows

2 Implement a centralized and flexible OMS

3 Automate and orchestrate your order processes

4 Monitor and optimize your order performance

5 Engage and delight your customers

6 Collaborate and innovate with your partners

7 Here’s what else to consider

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