Critical Connections: OMS for Omni-Channel Customer Experience

White papers

OMS

Critical Connections: OMS for Omni-Channel Customer Experience

Explains how an Order Management System unifies inventory, fulfillment, and service systems to meet delivery promises, enable flexible options, and support returns.

Published

June 4, 2026

Read time

3 min read

Source

This vendor white paper outlines the role of an OMS in connecting ERP, WMS, CRM, eCommerce, and carrier systems. It details five execution areas: delivery on promise, order notifications, return anywhere, flexible fulfillment, and personalized service. Industry data and retailer case examples illustrate impacts on customer retention, reverse logistics costs, and in-store traffic.

Key takeaways

OMS provides real-time visibility across inventory, fulfillment, and carrier data to meet promised delivery dates.

Automated order notifications reduce customer inquiries by delivering status updates from checkout through returns.

Return-anywhere capabilities cut reverse logistics costs and increase repeat purchases and store visits.

Flexible fulfillment options such as ship-to-store and click-and-collect require centralized inventory orchestration.

Unified customer profiles from multiple channels enable personalized service and higher retention rates.

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

Vendors mentioned in this report

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