Intershop Order Management (IOM)...Omni-Channel B2B and B2C Companies to facilitate there Omni-Channel Processes and strategy B2B Customer (e.g. Manufactures) who want to build up
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© Intershop Communications
Intershop Order Management (IOM)
IOM Target Market
2
Target Verticals:
Manufacturing, Wholesaler or Distributors, Retailer
Omni-Channel B2B and B2C Companies to facilitate there Omni-Channel Processes and strategy
B2B Customer (e.g. Manufactures) who want to build up a Direct to Consumer Channel (e.g. Website, Marketplaces, etc.)
Pure Players, Distributors or Wholesaler with distributed inventory or warehouse locations to manage Order Orchestration, Order Routing and Order Fulfillment processes
Customers looking for an e-commerce backend with integrated Order Orchestration, Invoice to Cash Management, After Order Services and Return Management Features
Target segment:
medium enterprise B2B and B2C
Intershop Order Management Modules
Omni-Channel Services Toolset
Content ValidationEnterprise Inventory
VisibilityAfter Order Services Return Management Approval Management Commerce Advisor Cloud
High Security Architecture
Continuous Delivery
Intershop Studio
Platform Core
Advanced Replication
High Availability & Clustering
Performance & Scaling Infrastructure
Auditing
End to End Monitoring
Internationalization & Localization
User & Account Management
Organization Modelling
Invoice to Cash Management
Order Routing and Fulfillment
Order Orchestration
Payment
Shipping
Customer Data Management
Order Templates
Budget & Cost Center Management
Contracts
Catalog Management
ProductCompleteness Check
Media Asset Management
Web Content Management
Product Recommendations
Internet of Things
Brick and Mortar Store
Contact Center
Responsive Blueprint Store for Web and
Mobile
Omni-Channel Services Order Capture
Mobile
Chat
Marketplaces
Point of Sale
Social Commerce
Search & Recommendation
Services
Marketing Automation
Content & Digital Asset Management
Promotion Engine
Campaign Management
Search & Navigation
Online Marketing
Product Pricing & Taxation
Product Relations
Product Lifecycle Management
Catalog Management
Product Information Management
Product Data Completeness Check
Catalog Management
Product Data Management
Personalization Services
Address Verification & Fraud Prevention
Customer Relationship Management
Quotes
Personalization Cart & Checkout
Payment Provider Integrations
Fulfillment
Enterprise Resource Planning
Task & Workflow Management
Technical Monitoring & Report
Web Analytics
Multivariate Testing
Dashboards & Widgets
Web Analytics Services
Business Intelligence Integration
Technical Reporting
Smart Advisors
Enterprise Application Integration
Content Delivery Network
Security Services
Cloud & Hosting
Synaptic Commerce API
IOM – Website
4
5
Stores
Distributors
Suppliers
DC’s / 3PL
Dropshipment
Customer Centric Order Management and Engagement
CRM
ERP
Payment
Fraud /Approval
BI
Kiosk
Stores
Web
Call Center
Mobile
Marketplaces
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Touch Points
OM
S M
od
ule
s
Enterprise Inventory
Order Capture
Order Orchestration
Order Routing
Customer Service
Return Management
Ente
rprise
Back o
ffice
ERP Systems
Accounting Systems
CRM Systems
Fraud Management
Business Intelligence
StoresDistributors Suppliers DC’s / 3PLDropshipment
CountriesOrganizations / Brands
WebMobile Stores Call Center
7
EXP
LOR
EU
SEB
UY
Patricia MillerCustomer
Christopher E. OwnesSeller
“I want to decide how, wherewhen I want to shop !”
“I want to offer a consistent customer experience !”
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EXP
LOR
EU
SE
ENGAGEEnterprise Inventory Visibility
BU
YEX
PLO
RE
USE
BU
Y
ENTERPRISE INVENTORY VISIBILITY
Patricia MillerCustomer
Christopher E. OwnesSeller
“Where can I by the product ?”
“I want to use my inventory locations as a shared
resource.”
9
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
BU
YEX
PLO
RE
USE
BU
Y
OMNI-CHANNEL ORDER CAPTURE
Patricia MillerCustomer
Christopher E. OwnesSeller
“I want to purchase the product via my preferred
channel.”
“I want a single repository for all my orders sold
via several channels.”
10
EXP
LOR
EU
SE
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
Order Orchestration
BU
YEX
PLO
RE
USE
BU
Y
ORDER ORCHESTRATION
Patricia MillerCustomer
Christopher E. OwnesSeller
“I expect a fast and flawless order process.”
“I want an seamless and efficient orchestration of my order process
with my enterprise back-office systems.”
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EXP
LOR
EU
SE
Invoice to Cash Management
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
Order Orchestration
BU
Y
INVOICE TO CASH MANAGEMENT
Patricia MillerCustomer
Christopher E. OwnesSeller
“I want to pay with my preferred payment method and expect
trustful information about my payments and invoices.”
“I want to manage my risk and my payment processes in conjunction
with my partners and enterprise back-office systems.”
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EXP
LOR
EU
SE
Invoice to Cash Management
Order Routing & Fulfillment
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
Order Orchestration
BU
Y
ORDER ROUTING AND FULFILLMENT
Patricia MillerCustomer
Christopher E. OwnesSeller
“I want flexible and reliable fulfillment options that fit into
my daily routine and preferences.”
“I want to control my Omni-Channel supply chain process
effectively to fulfill the demand of my customers.”
13
EXP
LOR
EU
SE
Invoice to Cash Management
Order Routing & Fulfillment
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
USE
After Order Services
Order Orchestration
BU
Y
AFTER ORDER SERVICES
Patricia MillerCustomer
Christopher E. OwnesSeller
“I want exact and up-to the minute feedback about all order related questions at any touch
point.”
“I want to enable my organization to offer best in class order related
customer services at any touch point. “
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EXP
LOR
EU
SE
Invoice to Cash Management
Order Routing & Fulfillment
ENGAGEEnterprise Inventory Visibility
Omni-ChannelOrder Capture
USE
After Order Services
Return Management
Order Orchestration
BU
Y
RETURN MANAGEMENT
Patricia MillerCustomer
Christopher E. OwnesSeller
“I expect an easy and fast return and refund process at
any touch point.”
“I want an effective Omni-Channel return process in my
organization and with my partners.”
15
Intershop Order Management – The Commerce Backbone
SynapticCommerce API
Unified Data and Process Flow
The Intershop Order Management is the commerce backbone for B2C or B2X business models across all industries
As the central commerce backbone it is the heart of every omni-channel commerce architecture and ensures seamless end-2-end order-, payment- and fulfillment process across the demand and supply chain of the organization and partners.
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Omni-ChannelOrder Capture
Return Management
Enterprise InventoryVisibility
Order Orchestration
Order Routing & Fulfillment
After Order Services
Invoice to Cash Management
The Intershop Order Management enables a seamless shopping experience across all channels.
It offers most convenient shopping options for customers based on how, where and when they decide to shop.
17
As part of the Intershop Commerce Suite, the Intershop Order Management is seamlessly integrated with the Intershop Commerce Management System to exchange products, inventories, orders and order states out of the box.
Master the challenge to capture orders from multiple touch
points in a modern Omni-Channel business.
OMNI-CHANNEL ORDER CAPTURE
19
OMNI-CHANNEL ORDER CAPTURE
Customers expect to be able to interact with companies anytime, anywhere, and in any way they desire and they expect to travel interchangeably between channels at any time during the lifetime of an order. They expect a seamlessand consistent shopping experience at all touch points.
Key Features
Flexible order entry capabilities of the Intershop Commerce Management Solution
Comprehensive set of API’s to ensure seamless integration of any touch-point or inbound order channel
Individual order capture and order validation processes for each sales channel
By bringing together the orders from different sales channels in a central order repository, companies will gain a holistic view with the Intershop Commerce Suite on the customers buying behavior and order history across all channels.
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OMNI-CHANNEL ORDER CAPTURE
Support of various inbound order channels
Gain higher flexibility by the integration of all inbound
order-channels in one central order repository.
Create a 360º Customer experience, regardless where
the order is originated.
Contact-Center
Point ofSale / Kiosk
Marketplaces /e-procurement
Online / Mobile-Store
Direct Field Sales
Synaptic CommerceAPI / EDI
Omni-ChannelOrder Capture
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OMNI-CHANNEL ORDER CAPTURE
Flexible order capture integration capabilities
Connect inbound order channels via standard- or customized 3rd
party API’s.
Utilize individual order capture API’s for each inbound order channel
Inbound order channel independent order-capture and order-validation
processes
XML WS REST
EDI MarketplacesPoint of Sale Online-Store
Channels
API’s
Processes
22
OMNI-CHANNEL ORDER CAPTURE
Integrated order entry capabilities of the Intershop
Commerce Management Solution
As a part of the Intershop commerce-suite, the Intershop Order
Management Solution is fully integrated via the synaptic
commerce API into the Intershop Commerce-Management Solution
Online Shop Mobile Contact Center(OCST)
Internet of Things
AdobeExperienceManager
INTERSHOP COMMERCE MANAGEMENT SYSTEM
INTERSHOP ORDER MANAGEMENT SYSTEM
ORDER CAPTURE
API
ORDER
RESTAPI
Managed MicroService API
Business ObjectAPI
Responsive Web Apps Rest API
Mobile App
ORDER PROMOTION PAYMENT ADDRESS
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OMNI-CHANNEL ORDER CAPTURE
Extend the competitive advantages through the effective development of
new target groups and markets
A holistic view of thecustomers buying behaviorand order history across all
channels.
Ensuring consistent shopping experience for
customers, call-centeragents or sales
representatives over all sales channels
Bring your customer fulfillment to the next level.
ENTERPRISE INVENTORY VISIBILITY
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ENTERPRISE INVENTORY VISIBILITY
The visibility and accessibility of inventory information over all inventory locations is one of the fundamental steps for a successful Omni-Channel strategy.
Companies that are able to use there dispersed inventory locationsas a shared resource across all channels are able to fulfill the demand from each channel from each inventory location.
The Intershop Order Management System enables a true Omni-Channel experience by delivering an aggregated view of inventory information at all internal and external inventory location across all channels.
Key Features
Aggregated view of stocks from distributed inventory locations
Real-Time calculation of sellable stocks (available-to-sell)
Back-Office for a holistic stock overview for each inventory location
API for real-time retrieval of sellable and reserved stock for each inventory location
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Up-to-date transparency of product availabilities
For 77% of the B2B buyers and 71% of the B2C consumers up-to-date inventory information across all channels are very important during the purchase process*
The Intershop Order Management delivers complete transparency, which sellable stocks are on which inventory location for any target group.
ENTERPRISE INVENTORY VISIBILITY
Stores:
What is in the internal or external inventory location ?
What is in another Store ?
B2B Buyer / Consumer:What is in my local store ?What is available for delivery to my office / home ?
Inter-Channel Management:
What is assigned to which channel ?
What is in my Warehouses and Stores across Europe ?
What could be served by which internal or external inventory location?
Enterprise Inventory Visibility
Customer Service: / Field SalesWhat is in the local stores ?What is in the internal or external inventory location for delivery at office / home ?
* Forrester: Building the B2B Omni-Channel Commerce Platform of the future
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Integration of Inventory Locations
Integrate and manage dispersed inventories via API, Data Integration
Solutions or the Inventory Management Cockpit.
Automatic identification and assignment of overlapping product assortments across
all inventory location
Inventory Updates are based on full-inventory snapshots or inventory delta
updates
ENTERPRISE INVENTORY VISIBILITY
Enterprise Inventory Visibility
Integration & API’s
Identification & Assignment
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Available-to-Sell and Reservation
The Available-To-Sell Feature tracks the On-Hand-, Reserved-, Unfulfilled-
and Available Stock over the complete lifetime of the order- and fulfillment
process
The API’s for Stock & Availabilities, Available-To-Sell and Reservation
ensuring a seamless integration in the channel specific catalog and order
process
ENTERPRISE INVENTORY VISIBILITY
Stock & Availabilities
Available-To-Sell
Reservation
Available To-Sell
Order Capture
Available-To-Sell
Delivery
Available-To-Sell
Car
t &
Ch
ecko
ut
Ord
er P
roce
ssin
g
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Advanced Inventory Search Capabilities
Use extensive search parameters to find inventories across all
inventory locations
ENTERPRISE INVENTORY VISIBILITY
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View and Manage inventory directly in the Inventory
Cockpit
Gain inventory visibility across all inventory locations at one
page
Get detailed information about the availability, stock and
prices at each location
ENTERPRISE INVENTORY VISIBILITY
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Increased customer satisfaction
Benefit from more flexible and precise fulfilment promises and
reduce customer disappointment because of unavailable stock
Reduced inventory levels and reduce level of markdown
Optimize the inventory and asset efficiency by the ability to sell more
inventory across channels
ENTERPRISE INVENTORY VISIBILITY
Increased sales and conversion rates
Remove channel boundaries and use other channels’ stock or other
inventory locations to fulfil demand that might have been lost
The whole is more than the sum if its parts
ORDER ORCHESTRATION
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Dynamic markets require flexible order processes to ensure that orders are processed accurately and efficiently in accordance with the requirements of each sales channel and in line with the corporate strategy.
The Intershop Commerce Suite orchestrates the entire order processes in an enterprise through the entire life cycle of an order.
It is designed to seamlessly integrate with the specific business processes and back-office systems of an enterprise to enable a transparent and embedded order process across all internal or external systems or partners.
Key Features
Multi-Tenant Business Process Engine with custom adaptable business processes
Extensive library of instantly available standard business processes
Message Driven Architecture for real-time order processing
Synaptic Commerce API library to integrate existing and third party systems
ORDER ORCHESTRATION
Technical and Process Barriers Restrict Full Implementation of Omni-Channel Strategies
44%1 of the B2B companies and40%2 of the B2C companies it is
very difficult to integrate thedifferent back-office
technologies across the channels
1 Forrester: Building the B2B Omni-Channel Commerce Platform of the future
ORDER ORCHESTRATION
Opportunities and Benefits of the
Digitalization of Business
53%3 of the B2B companiesexpect more efficiency by
the digitalization of the business and nearly 40%
expect are more customer-centric business
2 Forrester: Customer Desires Vs. Retailer Capabilities: Minding the Omni Channel Commerce Gap 3 Intershop E-Commerce Report 2015: Heading the Next Frontier: The Digitalization of B2B
Commerce Systems must be embedded into the IT-
landscape
For 75%1 and 74%1 of the B2B companies it is important that the
commerce platform is integrated with the
enterprise back-office and fulfilment systems
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Embedded Order Orchestration
The Intershop Synaptic Commerce API enables an integrated cross-system order
orchestration processes
Enterprise specific unified data- and process-flows simplifying the integration,
enhancement or the exchange of processes, internal and external systems
ORDER ORCHESTRATION
Unified Data and Process Flow
SynapitcCommerce API
Order Orchestration
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Extensive library of instantly available standard business
processes
The Intershop Order Management Systems comes with an extensive set on pre-defined
business processes and API’s to enable a quicker time to market
The available business processes covering all modules of the Intershop Order Management
System for holistic order orchestration process
ORDER ORCHESTRATION
Order Capture
Order Routing Order ApprovalOrder
Submission
Order Response
Delivery Advice
Return Management
Stock Aggregation
RMA Process
Order Merge
Order Validation
Document Creation
Invoicing
Order Cancelation
Open Amount
Create / Update Debtor
Payment Capture
Payment Cancelation
Payment Refund
Master data Exchange
Stock Management
Available-To-Sell
Reservation
and more ...
37
Flexible business integration architecture
Synaptic Commerce API’s for flexible integration of the internal and external
system landscape of the enterprise
Event based E-Mail Notification services for outbound E-Mail communications
Additional Micro-Service architecture to support the evolutional change of certain
business functions
ORDER ORCHESTRATION
Synaptic Commerce APICommunication
Business Process Engine
XML WS REST XML CSV TXT... ...
Synaptic Commerce APIIMPEX
Notification Service Micro Services
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State and Event Management
Independent business object states for e.g. order-, line item, deliveries, returns,
notifications
Multiple active business object states and processes on line item and unit level for e.g.
partly-deliveries, -cancelations or -returns
Configurable JMS Events based on business object states or process level
ORDER ORCHESTRATION
Line Item BO
InitialDispatch BO CheckedAn-
nounce
openPartly
shipped
openPartly
shippedOrder BO
…
…
39
Multi-Tenant Business Process Engine with custom adaptable
business processes
Sequential or concurrent business-processes flows with master- and sub-
processes
Multi-Tenant message events to add, change or replace existing processes, sub-processes or process flows for each tenant
Synchronous, event or time driven processes execution
ORDER ORCHESTRATION
Order Capture & Validation
Order Routing
Process A
Process B
Process C
Order Approval
Process D Process EOrder Submission
Message Events
Events
Scheduler
Sub-Process
Message Events
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Increased economic viability
Improved efficiency and reduced process costs through optimized
business processes
Embedded Omni-Channel commerce architecture
Transparent and flexible orchestration of cross-system order
processes
Increased customer satisfaction
Increased customer satisfaction through the minimization of media
and system breaks
ORDER ORCHESTRATION
Efficient payment processing through integrated Invoice-
to-Cash Management processes
INVOICE TO CASH MANAGEMENT
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Payment, invoicing and accounting processes must be reconciledand efficiently orchestrated across enterprise back-office and partner systems to support effective and transparent paymentprocesses across all channels.
The Intershop Order Management Systems enables, in accordance with the order management processes and in conjunction with payment providers, ERP or third-party systems, partial or fully automated approval-, payment- and invoice processes.
Intershop Order Management Systems provides full transparency for customers, call center agents or field sales of the current payment status of a customer's order
Key Features
Customer Service Back Office with detailed payment and billing information
Individual payment processes per payment method and tenant
Full and partial automated payment, invoice and credit processes
Integration of ERP or debit site booking systems systems
INVOICE TO CASH MANAGEMENT
43
Payment Orchestration
The payment framework enables the standardized synchronization of payment
actions and payment notifications between the Order Management System,
and all internal and external enterprise systems or partners
INVOICE TO CASH MANAGEMENT
Invoice to Cash Management
Inbound Payment Actions
OutboundPayment Actions
Inbound Payment Notifications
Outbound Payment Notifications
Inbound Payment Actions from 3rd
party systems to trigger payments via integrated payment providers
Outbound Payment Actions to 3rd
party systems to trigger payments actions (e.g. PSP)
Inbound Payment Notifications from 3rd party systems to receive payment state updates
Outbound Payment Notifications to 3rd party systems to send payment state updates
44
Payment Notification and Action History
Overview of all order related payment actions and payment
notifications
INVOICE TO CASH MANAGEMENT
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Individual Payment and Invoice Processes
Individual payment and invoice processes for each payment method and tenant
Combination of payment and approval processes to wait for incoming payments
or approvals from 3rd party Fraud Management Systems
Partly and full payment captures, cancelations, refunds, invoices and credit
notes
INVOICE TO CASH MANAGEMENT
pay invoice
Send invoiceSend payment
notification
Approve and ship order
Pre Payment
Credit Card Payment
Fraud CheckReceive Dispatch &
Create Invoice
Capture Payment
Send invoice
Approve and ship order
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Invoice and Credit Note Overview
Overview of all Invoices and ccredit notes with the current payment state
in the OMS and Accounting System
INVOICE TO CASH MANAGEMENT
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Approval Processes
Individual approval processes for each payment method
One or several approvers for each approval step
Synaptic Commerce Approval API for announcing and receiving approvals to
external approval systems (e.g ERP, Fraud Management Providers)
INVOICE TO CASH MANAGEMENT
Step 1 Step 2 Step 3 Approved
DeclinedStep 1 Step 2 Step 3
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Integration of ERP or Accounting System
Synaptic Commerce API to integrate external ERP or Accounting Systems for
Debit and Credit Site Bookkeeping
Individual Message for create or update deports, create sales or purchase orders
and credit notes
Payment histories to create a overview of all payments in the Intershop Order
Management Systems
INVOICE TO CASH MANAGEMENT
Create Order
Create Debtor
Sales Order
Purchase Order
Change Profile
Update Debtor
Pay Invoice
Payment History
Return Order
Credit Note
Payment History
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Increased economic viability
Efficient payment process management and full transparency
of all payment and billing information
Embedded Omni-Channel commerce architecture
Synaptic Commerce API For seamless integration of
payment providers and enterprise backend systems
Increased customer satisfaction
Increased conversion rate and customer satisfaction through
smooth and convenient payment
processing
INVOICE TO CASH MANAGEMENT
The backbone of a profitable Omni-Channel Strategy
ORDER ROUTING AND FULFILLMENT
51
The wish of today's Omni-Channel customers to buy products when, where and how they want, increases the complexity of order and delivery processes and requires a flexible and transparent routing of orders to distributed inventory locations of the enterprise or partners.
The Intershop Order Management System automates and optimizes order processes across distributed inventory locations and integrates local stores in the Omni-Channel fulfillment strategy of an enterprise.
The central order routing and fulfillment processes of the Intershop Order Management ensure that orders are executed cost-efficient and transparent in the way desired by the customer.
Key Features
Multi-Tenant order routing and fulfillment processes
Synaptic Commerce Order Fulfillment API to integrate POS, ERP, WMS, 3PL or Drop Shipment partners
Rule based order routing and inventory assignment processes
Detailed order-related transaction history
ORDER ROUTING AND FULFILLMENT
52
Order Routing Processes
The multi-step order routing process identifies potential inventory locations for
an order.
The Order Routing Algorithms assigns the inventory location(s) that are most suitable
to fulfill the order line items according the customer demand and the economic
context of an enterprise
ORDER ROUTING AND FULFILLMENT
OrderRouting
Identification
Optimization
Assignment
53
ORDER ROUTING AND FULFILLMENT
PP: 22,45 €QTY: 230LOC: Yes
PP: 23,56 €QTY: 120LOC: Yes
PP: 22,19 €QTY: 22LOC: No
PP: 24,99 €QTY: 0LOC: Yes
Inventory Location
PPCheck
QTYCheck
LOC Check
= PPOpt.
Berlin 1
Munich
Jena
Cologne 2
QTY: 30
Jena
Berlin
MunichCologne
Inventory Location
PPCheck
QTYCheck
LOC Check
= DTOpt.
Berlin 2
Munich
Jena
Cologne 1
QTY: 30
QTY: 30
Cologne
Berlin
Purchase Price Optimization
Delivery TimeOptimization
Assigned Inventory Locations Order Routing
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Order Fulfilment Processes
Integrate any fulfillment location via the Synaptic Commerce Fulfillment API or
manage the fulfilment state in the Back Office of the OMS
Detailed tracking of the order fulfillment state during the complete fulfillment
process
Individual e-mail notification templates to inform the customer about the current
fulfillment state and the scheduled shipping dates
ORDER ROUTING AND FULFILLMENT
Place Order
Confirm Order
Notify Customer
Update planed shipping date
Pick and Pack Order
Notify Customer
Carrier handover
Shipping confirmation
Notify Customer
55
Omni-Channel Fulfillment Processes
Integration of POS Systems via the Synaptic Commerce Fulfillment API or via the Back-
Office of the OMS
Order State and Ready-To-Pick Notifications to inform the customer about
the current fulfillment state of the order
POS Payment Notifications for a holistic payment history in the OMS
ORDER ROUTING AND FULFILLMENT
1. Place Order 2. Route Order
3. Ready to Pick Up4. Ready to Pick Up
5. Pick Up & Pay
6. Payment NotificationClick & Collect
1. Place Order 2. Route Order
3. Delivery
4. Delivery
5. Ready to Pick Up6. Ready to
Pick Up
7. Pick Up
4. DeliveryShip to Store
56
Order Fulfilment Notification API
Up-to-the-minute syndication of the order fulfilment state to any back-
office or 3rd party system via the Synaptic Commerce Fulfilment
Notification API
ORDER ROUTING AND FULFILLMENT
Order Fulfillment
57
Order Response Notification History
Order Response notifications to track the current fulfillment state
at the fulfilment location
Detailed history to track the complete history of the fulfilment
at the inventory location
View the history via the OMS Back-Office or the Synaptic
Commerce Fulfillment API
ORDER ROUTING AND FULFILLMENT
58
Delivery Notifications & History
Detailed history of all order delivery notifications
Manage and View Delivery Notifications via the Intershop
OMS Back-Office or the Synaptic Commerce Fulfillment API
ORDER ROUTING AND FULFILLMENT
59
Order Cancelations
Cancelation of Orders- or Order Lines via the Intershop OMS Back-
Office or the Synaptic Commerce Fulfillment API
Capture inventory location specific cancelation types and
reasons
ORDER ROUTING AND FULFILLMENT
60
Omni-Channel fulfillment capabilities
Order routing and fulfillment across distributed inventory
locations to fulfill the customer demand from any location
Embedded Omni-Channel commerce architecture
Synaptic Commerce API to integrate fulfillment processes
across dispersed inventory locations
Increased customer satisfaction
Flexible fulfillment and delivery options and reliable information about the fulfilment state of the
order
ORDER ROUTING AND FULFILLMENT
Efficient returns processes – one cornerstone for a
profitable e-commerce business
RETURN MANAGEMENT
62
A holistic return management shall include activities to reduce the return rate by detailed product information, personal advice, and optimal delivery quotas and moreover a seamless networking of all participants involved in a returns process.
The integrated returns management functionalities of Intershop Commerce Suite supporting enterprises with efficient and seamlessly orchestrated return processes.
RMA management, return slips, return capture and processing or payment refund and credit notes - all processes are seamlessly integrated
Key Features
Returns portal for customers, in-store returns and manual return entry in the warehouse
Synaptic Commerce Return Management API to integrate POS, WMS, 3PL or Drop Shipment partners
Authorization of returns via integrated RMA processes and interfaces
RETURN MANAGEMENT
63
CONSUMER EXPECTS FASTER REFUNDS THAN RETAILERS ARE DELIVERING2Returns today are a critical part of the delivery
experience. While traditionally returns became a concern for the consumer after the purchase had been completed, now returns play an important role in the purchase decision itself 1.
As much as 76% of consumers look at a retailer’s return policy before they even complete an order and 81% of consumers would shop more with a retailer who makes returns easier 1.
RETURN MANAGEMENT
1 MetaPack: Delivering Consumer Choice Report 2015
ACTUAL EXPECTED
16.8
7.3DA
YS
2 Kurt Salmon Special Report: 2015 Omni Channel Fulfillment
64
Return Merchandise Authorization (RMA)
Create individual RMA Numbers for each Inventory location of an Return
Announce RMA Request to the assigned inventory location
Include the RMA number on the created return document as a bar code
RETURN MANAGEMENT
Start return process
Print Return Slip and sent it back
Announce RMA
Return Advice
Return Information
Create Return
RMA Response
65
Embedded Return Processes
Embedded credit note and refund processes for faster refunds and
transparent account management
Synaptic Commerce Return Notification API to syndicate return messages to
enterprise back-office systems or dedicated order capture channels
RETURN MANAGEMENT
Create Credit Note
Refund Sales Price
Create Return Sales Order
Create Return Purchase Order
66
My Account Return Management
Create returns and return documents on-the-fly in the My-
Account Return Center
RETURN MANAGEMENT
67
Return History & Management
Review the complete return history with dedicated return
types, return reasons and detailed return information
Download return documents like return labels
RETURN MANAGEMENT
68
Capture Returns in the OMS Back Office
Create Returns in the Order Management Back Office
Capture detailed channel or inventory location specific return
types and reasons
Apply deduction classes for e.g. traces of uses
RETURN MANAGEMENT
69
Omni-Channel return management
Optimized returns management by minimizing system and media
breaks through embedded returns processes
Embedded Omni-Channel commerce architecture
Synaptic Commerce API to integrate return processes
across dispersed return locations
Increased customer satisfaction
Increasing customer satisfaction through efficient returns
management
RETURN MANAGEMENT
Efficient after-order services through a 360-degree
customer view
AFTER ORDER SERVICES
71
Superior After Order Services are a key competitive advantage if the price is only one reason in the purchasing decision. Customers expect that the desired services and information are available at the time and via the contact point of their choice.
The seamless integration of Intershop Order Management with all enterprise systems of the company or partners, provides a comprehensive look at all information and services throughout the life cycle of an order.
Whether the customer is informed by e-mail, accessing the My Account or is in dialogue with salespeople or service agents, Intershop Order Management enables seamless information and services through any channel at any time.
Key Features
Customer Service Back Office with detailed customer and order information
Detailed order information throughout the entire life cycle of an order
Synaptic Commerce Order State API for seamless integration of back-office systems like CRM, ERP or BI systems
AFTER ORDER SERVICES
72
Aggregate, Syndicate and Customer Service
Aggregate all order related information from dispersed locations in one central
pool
Syndicate all order data to customers or enterprise back office systems
Omni-Channel Customer Service on different touch points via OMS Back-Office
or enterprise API integrations
AFTER ORDER SERVICES
After Order Services
73
Omni-Channel Customer Order History
Clear central overview of all Omni-channel orders of a
customer with detailed order state, payment methods and
items
AFTER ORDER SERVICES
74
Detailed Customer Order Information
All important order information in one central view with detailed
line items, addresses and order related information
AFTER ORDER SERVICES
75
Order Response Notification History
Aggregated overview of all order response notifications with detailed acceptance state,
shipping dates and approved purchase prices
AFTER ORDER SERVICES
76
Order Dispatch Notification History
Single view of all dispatch notifications for each inventory
locations with information abut the carrier, tack & trace number,
shipping date or number of parcesls
AFTER ORDER SERVICES
77
Order Cancelation
Aggregated order cancelation overview
Full- or partly order cancelations with individual cancelation types
and reasons
AFTER ORDER SERVICES
78
My Account Order History
Integrated “My Account” customer order history with
detailed order state information
Detailed order view with addresses, line items, order- and
order position states
AFTER ORDER SERVICES
79
Omni-Channel After Order Services
Seamless, fast and reliable after Order Services across all channels
Embedded Omni-Channel commerce architecture
Synaptic Commerce API to integrate enterprise back-office systems for an holistic customer
view
Increased customer satisfaction
Personalized customer service through accurate and
comprehensive order information
AFTER ORDER SERVICES
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