Your OMS: Not Just Back Office, But the Heart of Your Customer Experience
Okay, stick with us here. We know what you might be thinking: RANDEMRETAIL, are you saying our order management system is actually key to how our customers feel about buying from us? Yes, absolutely! Let’s break it down:
The Shopping Experience: Meeting Expectations, Maximizing Conversion
Today’s shoppers, whether B2B or B2C, have high expectations. They want to find the right product, see if it’s available nearby or can be shipped quickly (same day, next day, even within 2 hours!). If you’re juggling multiple stores, warehouses, and dropshippers, showing accurate inventory across your website and letting customers choose delivery options that suit them is crucial.
Turning your physical stores into shipping hubs is a game-changer. It unlocks all your inventory and significantly enhances the customer experience. That’s why, if you’re on Shopify or BigCommerce, RANDEMRETAIL offers an out-of-the-box CX.APIPLUS component. You or your tech team can use this to quickly build that seamless front-end experience. We’ve learned from years of working with both shoppers and retailers to fine-tune this, helping you boost those conversion rates.
Fulfillment: The Journey Continues After “Thank You”
The sale isn’t over when the customer clicks “buy.” That’s just the beginning of their fulfillment experience! They want to know what’s happening with their order and its progress. Clear communication minimizes those “Where’s my order?” calls to your customer service team and delivers the transparency they’ve come to expect (thanks, Amazon!).
With RANDEMRETAIL’s Pick/Pack and Ship product, your in-store teams can easily see orders needing fulfillment from their location. They can use a simple scanner or even a tablet to pick items, create efficient picking waves, pack orders accurately, and ship them out. This reduces errors and speeds things up. Plus, you can customize this process to fit your specific business needs and keep your customers informed. Once an order is ready, RANDEMRETAIL automatically sends SMS or email updates for pickup or shipment.
Delivering the Order: Keeping Customers in the Loop
Once the order is packed and ready to go, your customer wants to track its journey. RANDEMRETAIL gives you the flexibility to use our built-in Shipping Carrier options (like Evri in the UK or UPS/FedEx in the USA) or seamlessly integrate with your existing shipping aggregators like ShipStation. This ensures smooth connectivity and provides your customers with real-time visibility into their delivery status. They can even often adjust delivery day, time, or location, giving them control and reducing the need to contact your support.
The Return Journey: Turning Challenges into Loyalty
Returns are a significant cost, second only to shipping in fulfillment. But a bad return experience can cost you more than just the item – it can cost you a loyal customer. Today’s shoppers expect a digitized and hassle-free return process.
RANDEMRETAIL is heavily investing in giving you the flexibility to create return rules that fit your business. You can set up rules for VIP customers with low return rates to get free returns or use specific carriers like Uber or parcel drop-off points. You can also implement rules to charge customers with high return rates or block returns on specific SKUs like cosmetics or fragrances.
Our Return product keeps your customers informed about their return’s progress – from when it’s received to when a replacement is shipped or a refund is processed. If they opt for store credit, it’s seamlessly updated in their BigCommerce or Shopify profile without manual intervention.
The Bottom Line: Your OMS is Customer-Facing
If you’ve made it this far, you can see why your OMS isn’t just a back-office tool. It’s a crucial element of your customer’s entire shopping journey, from that first click to the final return (if needed).