Is Your Tech Stack Killing Your Customer Experience?

What keeps customers coming back?

It’s not just about offering great products or running flashy ads - it’s about delivering an experience they can trust.

Customers expect their orders to arrive on time, accurately and exactly as described.

According to PwC’s Global Consumer Insights Survey (2022), over 25% of consumers cite supply chain visibility and reliability as critical factors influencing which retailers they choose. [PwC, 2022]

Achieving this isn’t just about effort - it requires the right areas working closely together.

When warehouse management(WMS), order management (OMS) and product information management (PIM) are integrated, they create a smooth, efficient operation that drives customer satisfaction and business growth.

A McKinsey & Company analysis (2021) suggests that organisations that fully integrate their supply chain systems can experience a 15% reduction in inventory costs and 20% faster order fulfillment, leading to improved customer satisfaction. [McKinsey & Company, 2021]

Warehouse Management - Where Speed Meets Accuracy

The warehouse is the backbone of any product-based business. When it operates effectively, orders are picked, packed and shipped quickly and accurately.

But when it doesn’t, delays, errors and inefficiencies can frustrate customers and harm your reputation.

Modern warehouse management systems eliminate these pain points by:-

• Introducing?barcode scanning?for speed and accuracy.
• Enabling?real-time inventory tracking?to prevent stockouts or overstocking.
• Automating workflows to reduce human error and improve accountability.

Are your current warehouse processes helping you meet customer expectations or are they holding you back??

Order Management - The Key to Seamless Operations

Order management ties everything together. It tracks inventory, processes customer orders and ensures smooth communication between teams.

Without an effective OMS, you risk issues like delayed shipments, incorrect deliveries and unhappy customers.

An efficient OMS offers:-

• Real-time visibility of order statuses.
• Seamless integration with inventory and shipping processes.
• Automation to reduce manual effort and errors.

Is your order management system built to handle your business’s growth or is it struggling to keep up?

KPMG research (2022) indicates that businesses adopting unified OMS, WMS and PIM solutions see up to a 35% reduction in order processing errors, resulting in increased efficiency and happier customers. [KPMG, 2022]

Product Information Management - The Key to Accurate and Trustworthy Listings

Accurate product information isn’t just a nice-to-have, it’s essential. Customers need clear, reliable details - like dimensions, colours, availability and features - before they commit to a purchase.

Errors in this area don’t just lead to returns or cancellations, they erode trust.

BDO’s supply chain survey (2022) revealed that companies investing in integrated product information management and warehouse systems saw a 22% decrease in return rates, directly improving customer satisfaction and trust. [BDO, 2022]

A reliable PIM system:

• Centralises product data across sales channels.
• Simplifies updates for pricing, stock and attributes.
• Handles complex product types like variants, bundles and composite products.

Are your product listings helping your customers make informed decisions or are they leaving them guessing??

Boston Consulting Group (2021) reported that organisations leveraging advanced product information management tools achieved a 10-30% improvement in conversion rates, driven by more comprehensive product listings and reliable product details. [Boston Consulting Group, 2021]

Why Integration Matters

Each of these areas offers powerful benefits on its own. But the impact comes when they work together.

If your WMS, OMS and PIM are disconnected, inefficiencies, errors and bottlenecks are inevitable.

Integration ensures:-

• One version of the truth?for all teams, with consistent, real-time data.
• Reduced manual workflows, cutting down on duplication and errors.
• Scalable operations that grow with your business.

For omni-channel retailers, wholesalers and manufacturers, where speed and accuracy are crucial, an integrated approach is no longer optional - it’s essential.

Does your current tech stack support this level of efficiency?

Accenture (2020) found that 76% of customers expect companies to understand their individual needs, making unified data and processes key to meeting evolving customer expectations. [Accenture, 2020]

Key Questions to Ask Yourself

If you’re evaluating your current setup, start by asking:-

• Are you relying on spreadsheets and disconnected systems to manage your operations?
• How much time does your team spend transferring data between tools?
• Do you have one collaborative platform for managing product data, pricing and inventory?
• Are manual processes slowing you down or increasing the risk of errors?
• Can you access the reports you need in real-time?
• Is your current setup scalable for future growth?

How to Solve These Challenges

Depending on your business needs, you might explore a standalone Warehouse Management, Order Management or Product Information Management system.

Each provides valuable benefits:-

• WMS -?Focuses on inventory tracking, barcode scanning and warehouse automation.
• OMS -?Manages sales orders, stock availability, and customer updates.
• PIM -?Simplifies product listings and ensures accurate information across channels.

But there’s a trade-off. Choosing one system often means sacrificing capabilities in other areas.

For example:-

• A standalone WMS might streamline your warehouse but leave order processing disconnected.
• An OMS might handle orders well but lack advanced inventory or product data features.
• A PIM might excel at listing and updating products but won’t manage orders or streamline your warehouse.

If your business needs are narrow, a standalone solution might be ok. But if you’re looking for a comprehensive, integrated approach that covers all bases, a unified platform would be the better choice.

The Comprehensive Solution

For businesses looking to unify operations, reduce complexity and drive growth, an all-in-one solution offers clear advantages.

By combining warehouse management, order management and product information management into a single platform, you can:-

• Eliminate the inefficiencies of disconnected systems.
• Automate workflows to save time and reduce errors.
• Gain real-time insights to support smarter decision-making.

Stok.ly?Cloud ERP integrates WMS, OMS and PIM into one scalable, cloud-based platform designed for omni-channel retailers, wholesalers and manufacturers.

It simplifies your tech stack, automates manual processes and provides a single source of truth for your operations.

With features like barcode scanning, custom reporting and the ability to manage complex product types,?Stok.ly?equips your business to grow efficiently.

Deloitte’s research (2023) shows that businesses implementing a fully integrated WMS, OMS, and PIM framework can achieve up to a 10-20% increase in profitability within two years, driven by improved operational efficiency, enhanced customer experiences, and higher retention rates. [Deloitte, 2023]

If you’re ready to move beyond spreadsheets and disconnected systems, adopting an integrated solution as outlined above can help you cut costs, save time and deliver an exceptional customer experience - driving repeat business and long-term loyalty.??

Does this approach align with your business goals?

If so Stok.ly?Cloud ERP can help you simplify your operations, automate your workflows and scale!??

Click here for more information about Stok.ly Cloud ERP

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