Blog Posts How Can a Fulfillment Provider Help Handle My Customers’ Increasing Expectations?

What is an OMS

Did you know that nearly half of online shoppers will typically back out of a purchase if they don’t qualify for free shipping? Today’s consumers expect more from their retail experience. In what has been dubbed the “Age of the Customer,” shoppers expect to have what they want when, where, and how they want it.

Not convinced? Just consider what many consumers now perceive to be “deal breakers” in their shopping experience.

  • 3 in 4 customers expect consistent experiences across multiple channels (web, mobile, in-person, social) and are likely to switch brands if they don’t get it, a recent Salesforce report
  • 79 percent want visibility into actual in-store inventory levels (e.g., 3 left in stock) before going to the store and say this capability influences where they shop, according to a recent IBM study.

That’s cause for concern for the vast majority of retailers and ecommerce companies that do not yet have the technology to support their omnichannel customers’ escalating expectations.

If you fall in that category, you’re not alone. In fact, just 12 percent of retailers believe they have the right omnichannel technology, according to a new report from Brightpearl. Nearly half do not have the right omnichannel technology or think they would benefit from additional technology platforms.

Omnichannel Technology Helps to Provide Optimal Customer Experience

Many companies simply do not have the financial resources or systems expertise to invest in the right technology. Fortunately, outsourcing can help to fill the void.

A third-party provider with a sophisticated omnichannel technology management solution (including OMS, WMS and TMS) can help to address challenges like those described above.

With a robust OMS, for example, they can give you enterprise-wide visibility and the ability to pull from multiple fulfillment sources, so you can deliver a seamless customer experience across sales channels.

You’ll be able to view and route orders in real time and share information about product availability, order status and shipment tracking with your customers.

They also can help you manage costs by optimizing inventory, increasing efficiency, identifying cost-effective transportation options and more.

Your customers’ expectations aren’t likely to diminish any time soon. Talk to an experienced third-party partner today to ensure that you can meet your customers’ needs tomorrow.

To learn more about how outsourcing can help you to address a variety of common business challenges, read our new ebook: the Ultimate Fulfillment Outsourcing Guide.

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