The state of order management commerce and order management strategies to drive success

The retail landscape continues to evolve. Every retailer must create customer-centric experiences from click to deliver and back, leverage stores as fulfillment hubs and keep an eye on sustainability to meet the needs of sustainability conscious shoppers. 

Trends such as artificial intelligence (AI) and machine learning (ML), new selling channels and store fulfillment are having an outsized impact on retailers’ commerce and order management strategy. Between May 2024 and October 2024, Gatepoint Research invited a select group of retailers to participate in a survey called, “Commerce and Order Management Strategies.” One hundred and twenty respondents from retail companies participated in the survey: 

The survey reveals that AI and ML significantly influenced commerce and order management strategies (57%), new customer channels impact strategy decisions (52%) and store fulfillment also played an equally important role at (47%).

The data also showed a desire to align tech stacks with evolving business priorities with 77% of respondents replacing legacy systems, 48% migrating to the cloud, and 48% increasing AL and ML. Surveyed organizations also highlighted the need for real-time, inventory data with nearly 70% stating that they were concerned with out stocks, overstocks and markdowns.

This survey asked respondents to report:  

• Which trends are impacting your commerce and order management strategy?
• What are your top inventory availability concerns?
• What capabilities do you need to add for customer and employee engagement excellence? 

Which trends are impacting your commerce and order management strategy? 

How are you adjusting your tech stack to meet evolving business priorities? 

What are your top three inventory availability concerns? 

In what areas are your omni-channel software solutions failing to meet your current or future needs? 

What new or updated capabilities would improve customer engagement for you? 

What are your top two challenges balancing cost and experience in order fulfillment? 

Key takeaways 
 

The survey results were quite insightful and highlight critical trends and priorities shaping the future of omni-channel commerce and order management.  

AI and ML revolutionizing commerce​ 

AI and ML are increasingly pivotal, enabling real-time decision-making and personalized customer interactions. Companies leverage these technologies to optimize inventory, enhance order orchestration and improve demand forecasting accuracy. AI’s role is not just a differentiator but an essential element of a competitive strategy.​

Dynamic and expanding omni-channel ecosystem​ 

Retailers and brands are navigating an ever-changing omni-channel environment, with the emergence of new sales platforms and customer touchpoints. The shift requires a unified view of inventory and seamless integration across diverse channels, including social commerce, marketplaces, and brick-and-mortar locations.​

Customer-centric supply chain priorities​ 

Delivering exceptional customer experiences remains a top priority. More than 50% of surveyed executives are prioritizing 1) accurate, real-time inventory visibility and 2) agile fulfillment strategies to help minimize stockouts, reduce overstocks and prevent markdowns. Survey respondents emphasized the importance of aligning supply chain operations with customer expectations for speed, transparency and convenience.​

Speed and minimal disruption: the ROI imperative​ 

The need for rapid implementation of advanced OMS solutions with minimal operational disruption is paramount. Companies prioritize scalable systems that ensure quick time-to-value while maximizing ROI. The emphasis is on achieving operational efficiency without sacrificing flexibility or customer satisfaction.​

Commerce and order management: delivering on every promise, profitably 

At Blue Yonder, we specialize in transforming your digital commerce and order management processes into a seamless, efficient and customer-centric experience. In today’s competitive landscape, where customer expectations are high, our solutions ensure you can make only the promises you can keep and keep the promises you have made — profitably.

By uniting supply chain planning and execution with intelligent decision-making tools, we enable businesses to elevate customer satisfaction, optimize fulfillment and drive sustainable growth. 

Learn how Blue Yonder empowers organizations with seamless omnichannel solutions.