Order Management
Optimize ordering experiences from search to completed fulfillment, ensuring customers receive a precise and satisfying experience supported by efficient processes that lower fulfillment costs with Manhattan Active Order Management.
Powering the 'Omni' in Omnichannel Commerce
Accurate, Informative Ordering
Accurate inventory availability and precise order promises with instantaneous response times enrich ordering in any sales channel, improving customer satisfaction and increasing sales conversions.
Flexible Fulfillment Options
Offer customers multiple fulfillment options (ship-to-home, ship-to-store, store-pickup) and precisely execute fulfillment through various fulfillment sources (distribution centers, stores, suppliers) to provide a reliable delivery and pickup experience that drives repeat business.
Enhanced Post-Purchase Control
Provide customers with order and return tracking visibility and order modification and return control through digital self-service, contact centers, and other interaction channels, creating a convenient post-purchase experience that builds customer loyalty.
Precise Order Promising
Increase digital conversions, driving top-lien revenue, with order promising using real-time machine learning to present precise delivery and pickup promises to customers in any commerce system from product listings through checkout.
Optimized Fulfillment Sourcing and Returns Routing
Reduce order fulfillment and returns processing costs with fulfillment sourcing and returns routing optimization using machine learning to find the least cost way to meet customer expectations.
Fulfillment Performance Analysis
Leverage end-to-end omnichannel fulfillment KPIs analysis with valuable industry peer benchmark comparisons to drive informed decision-making and action that improves fulfillment performance, enhancing customer experiences and lowering costs.
Business User Configurability
Put change in the hands of business users with graphical user tools to configure order pipelines that guide orders through the fulfillment lifecycle with transactional logic such as events, actions, and conditions.
Consistent Order Servicing Across Channels
Easily enable consistent order capture, modification, cancellation, return, and exchange processes in any sales channel and any customer-facing system through rich APIs.
Faster Fulfillment Extensibility
Quickly introduce order processing integration to new fulfillment sources or add order validation steps, such as customs compliance checks, with no code and low code customization tools and extensive APIs.
Refine Omnichannel Inventory Availability
Apply multiple strategies and techniques to provide accurate inventory visibility that powers exceptional customer experiences.
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Global Inventory Visibility
Improve and amplify the visibility of every item across the inventory network to enable accurate selling in any channel.
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Virtual Inventory Segmentation
Segment inventory visibility virtually to achieve optimal inventory exposure that helps support sales strategies.
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Dynamic Inventory Availability to Commerce
Respond quickly to changing business needs by dynamically adjusting inventory availability views across sales channels.
Erich Customer Ordering Experiences
Improve the customer experience and increase sales conversions with advanced order capabilities across all sales channels.
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Thorough Product Findability
Enable customers to find available products in any inventory location easily.
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Precise Order Promising
Provide highly-precise order promising of delivery dates and pickup times throughout the customer buying journey.
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High-Demand Capacity Ordering
Scale order promising and capture to handle increasing digital commerce demands.
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Omnichannel Promotions
Leverage a single source of promotions logic to satisfy customers with consistent promotional deals across all sales channels.
Improve Order Fulfillment Performance
Handle the increasing demands of omnichannel commerce while improving the precision and profitability of order fulfillment.
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Optimized Fulfillment Sourcing
Control costs while meeting customer expectations by optimizing order fulfillment sourcing.
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Global Order Orchestration
Seamlessly and precisely orchestrate order fulfillment across increasing sales channels, fulfillment methods and sources, and order volumes.
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Business User Fulfillment Configurability
Empower business users with granular personalization of order orchestration behavior, including order modification and monitoring rules.
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Cross-Border Fulfillment
Manage cross-border fulfillment complexities to capitalize on cross-border commerce opportunities.
Orchestrate Post-Purchase Experiences
Build greater customer loyalty with customer tracking and control of post-purchase order fulfillment and returns.
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Order Servicing
Enable consistent order data and order modification capabilities across all customer interaction channels.
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Customer Controlled Fulfillment
Give customers flexible control of post-purchase order tracking and modifications, including Digital Self-Service.
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Returns Management
Provide a more intelligent, connected, and automated returns process from customer returns initiation through reverse logistics.
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Payment Recovery
Automate recovery of payment failures to improve customer satisfaction and reduce labor costs.
The Manhattan Active® Platform
A cloud-native, evergreen, and extensible foundation engineered to handle the most complex supply chain networks in the world.
Composable Microservices
API-first architecture with automated scalability, resiliency, and availability. Every component is part of a shared application platform.
Innovation Independence
Our low code, no code, your code development strategy means you pick what method of configuration and customization works best for you—with as much support as you want or need.
Continuous Updates
Every 90 days, all Manhattan Active solutions automatically receive new features and enhancements.
Manhattan is the Only Recognized Leader in OMS
Forrester Wave
Ranked highest overall in Forrester’s evaluation of the best OMS software—with top scores for enterprise inventory management, fulfillment, pre-purchase customer experience, and solution architecture—Manhattan Active was the only leader in The Forrester Wave:™ Order Management Systems, Q2 2023.
Brooks Brothers Maximizes its Omnichannel Fulfillment Potential
Learn how Brooks Brothers optimized its omnichannel capabilities and corralled a 100 percent increase in ecommerce fulfillment orders overnight.
Retail Works Better With Manhattan Solutions
Manhattan offers a breadth of solutions to improve order fulfillment performance and enhance the customer experience.
Store Inventory & Fulfillment
Manhattan Active® Store Inventory & Fulfillment optimizes stores for omnichannel retail with improved store inventory accuracy and more efficient store fulfillment processes.
Customer Service & Engagement
Manhattan Active® Customer Service & Engagement, Contact Center, and Digital Self-Service enable retailers to build and nurture enduring relationships with customers anytime during their buying journey and from anywhere they engage.
Point of Sale
Modernize the retail store for omnichannel sales, service, and personalized customer engagement with Manhattan Active® Point of Sale—a cloud native and mobile retail POS application that enables store teams to delight shoppers and improve store performance.
FAQs
Everything that you’ll need to know about order management systems.
The process of managing an order from capture through fulfillment—with the end goal of having every order fulfilled accurately, on time, and to maximum profit.
That process often includes managing inventory visibility, committing to delivery dates, orchestrating fulfillment through distribution centers and stores, and tracking order shipping and pickups.
A modern order management system (OMS) is the "omni" in omnichannel commerce and the crucial component in delivering supply chain agility and resiliency along with the customer experience precision and reliability that are essential for modern retail success. It is a unified commerce technology, facilitating a consistent and seamless omnichannel experience across all sales channels and the end-to-end customer buying journey.
A modern OMS ensures precise ordering across sales channels, efficient and consistent order orchestration across fulfillment systems and sources, and flexible post-purchase order changes and returns. Retail leaders rely on a modern OMS to overcome problems like inconsistent shopping experiences across sales channels, the inability to promise precise delivery dates, unreliable order fulfillment, costly return processing, and lack of customer control of post-purchase order changes.
Manhattan Active Order Management excels at seamlessly managing orders placed from any sales channel, including digital commerce, stores, and contact centers. Built for omnichannel commerce, it precisely and efficiently orchestrates order progress across all omnichannel fulfillment methods, including ship-to-customer, pickup in-store, ship-to-store, ship-from-store, and same-day delivery.
Retailers rely on Manhattan's global order orchestration capabilities to initiate and manage every step of an order's end-to-end life cycle — from initial fraud check to payment settlement and sales posting to pickup or ship-to-home delivery.
The speed and reliability of order fulfillment are primary factors in modern shoppers' choice to buy from a retailer. Order promising is the start of a satisfying delivery or store pickup experience. An order promise is a retailer's ability to provide customers with consistently high confidence before purchasing of when they will receive their order, such as a delivery date. A precise order promise minimizes the uncertainty that causes customers to abandon their shopping carts, improving digital conversion rates.
Manhattan Active® Order Management is the only solution that combines precise product availability, intelligent supply chain assessment using machine learning, and high-capacity in-memory caching technology to provide precise, instantaneous order promising across a retailer's sales channels at scale.
Look for OMS with third-party reviews.
Case in point: Manhattan Active Order Management was the only OMS selected as an industry leader in the Forrester Wave™: Order Management Systems, Q2 2021.
Faster and Easier Than Ever to Connect
Manhattan Active Platform technology makes it faster and easier than ever to connect to existing systems, valued partners, and new services. To make it even easier, we’ve already integrated Manhattan Active Solutions into industry-leading solutions for everything from inventory visibility and autonomous mobile robots to payments, fraud, and search engine shopping, just to name a few. It’s your supply chain commerce ecosystem. Unified.