Complete Guide to Salesforce Commerce Cloud Order Management

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In the current digital era, customers expect a seamless buying experience which only starts from checkout and actually ends with their receiving the order. Customers now demand fast and effortless shipping, convenient returns, and seamless order tracking to keep tabs on their purchases’ progress and delivery time. 

The solution is Salesforce Order Management System, which is the core of Commerce Cloud, and manages various tasks like processing orders, receiving online payments, coordinating with suppliers, tracking orders, scheduling shipments, and handling returns. Along with order processing, the OMS also combines customer-facing systems, such as ERP, CRM, sales, service, and commerce, to enhance the post-purchase experience. By integrating it with customer service, retailers can provide timely assistance to customers, which can help prevent delays in the ordering process, ensure complete transparency of orders, facilitate quick shipping, and guarantee timely delivery.

What Are The Features & Benefits Of SFCC Order Management For Your E-Commerce Business?

1. Manage Workflows Visually

SFCC Order Management System brings order management, ecommerce, and CRM together for a 360-degree view of your customer across all channels, irrespective of if you’re selling to end consumers or business buyers. It allows you to see and share transparent order statuses and every marketing, commerce, sales, and service interaction. Order Management allows you to manage workflows effectively using visual aids. It lets you streamline order fulfilment, payment processing, and invoice generation with supply chain workflows and personalize the business logic that governs these processes using user-friendly drag-and-drop tools.

2. Omni Channel Customer Centric Order Management

Order Management helps you develop seamless omni-channel fulfilment paths. You can obtain an accurate view of inventory across all records and orders through a single reliable source and optimize for speed, cost, and other key business priorities. You can let your customers make purchases online or pick up items from store, warehouse or even offer curb side pickup. 

3. Fulfil Orders From Anywhere

It allows you to access inventory and fulfil orders from any location and helps you manage complicated processes effortlessly to optimize order fulfilment from anywhere, using Distributed Order Management. With support for multiple languages, currencies, and tax formats, you can conduct business globally.

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4. Improve Customer Satisfaction By Enabling Customers To Take Control Of Their Orders

The system further boosts customer satisfaction by offering hassle-free returns, refunds, and exchanges – even before fulfilment. Plus, customers can take advantage of self-service capabilities by being able to check order statuses, initiate returns, cancel orders, and more. 

5. Integrated Order Management With Service & Sales Offers A Cohesive Customer Experience

Enable your service and sales teams to access a unified view of customer cases, preferences, orders, and other relevant information with Order Management. It provides your sales and service representatives with the tools they need to succeed, by allowing them to manage returns, cancellations, and other services without the need to switch between different systems. They can even automate routine requests to resolve B2B and B2C cases more quickly.

6. A Flexible Platform Unlocks New Possibilities

With a cloud-based order management system, you can easily extend your capabilities by managing apps, micro services, community hubs, and customer experiences with your complete data record on the Salesforce Platform. The platform also offers visual workflow creation tools that allow you to adjust workflows quickly using simple drag-and-drop automation tools, without the need for complex coding. Also, running on Salesforce ensures that you receive three upgrades each year, and everyone is always on the current version, ensuring trust, transparency, and accessibility for all.

7. Transform Your Order Management System With Third-party Apps

Whether you prefer to use pre-built apps or develop your own, integrating with Order Management is a breeze. You can effortlessly incorporate apps for payments, taxes, warehouse management, stores, and other functions, or tailor your Order Management system to your specific needs with partner apps available on AppExchange.

Guide to setting up your SFCC Order Management framework

Before integrating Salesforce Order Management with the Salesforce B2C commerce storefront, you need to prepare your Salesforce org. Then following the below steps will help you integrate the Order Management System with the Salesforce commerce storefront. 

Step 1: Preparing the Org for Salesforce Order Management

  • Enable Lightning Experience (Please note that Salesforce Classic isn’t supported).
  • Decide on whether to represent individual shoppers using Person Accounts or Standard Accounts with Contacts. 
  • Enable and configure multiple currencies, if necessary. 
  • Create an API client ID for the storefront. 
  • From the Set Up menu, go to Order Settings and select the needed options. 
  • From the Set Up menu, navigate to Order Management to activate the toggles for Order Management, B2C Commerce, and B2C Integrations. 
  • If needed, enable the Optional Price Books for Order feature. 

Step 2: Configuring Delivery Methods in Salesforce Order Management

In the Salesforce Order Management System, configure the delivery methods that match the appropriate delivery methods used on the storefront. It counts delivery charges as products, so, one order delivery method record is created for every delivery method, along with one or more product records. 

Note that for the Salesforce Commerce Cloud storefront, these records are automatically generated by the integration. However, for other storefronts, businesses must establish a process to handle delivery-related charges. 

Step 3: Enabling B2C Commerce Integration

In order to integrate the Salesforce B2C commerce storefront with Order Management, you must contact Salesforce Customer Support to create a support case. The implementation process cannot proceed to the next stage until Salesforce Customer Support has completed the task. 

Step 4: Configuring Access for Salesforce Order Management

Configure field-level security for Salesforce Order Management, including access to view and edit fields, the Order Management app, permission sets and records. 

Step 5: Setting Up Flows for Salesforce Order Management

Salesforce Order Management provides pre-configured flows to help automate specific processes. Businesses can use Salesforce Flows to customize their flows from templates or create them from scratch. Moreover, Salesforce provides abundant resources to assist in customizing the Order Management System to suit the needs of your organization.

Step 6: Enabling the Salesforce Order Management

The final phase is to get ready for production enabling Salesforce Order Management for all users managing the orders. This involves performing the following tasks: 

  • Customize the Order Management objects to support the fulfilment processes, like fulfilment types, locations, and object statuses. 
  • Establish payment gateways and methods that will be used to process payment transactions for the Order Management system. 
  • Activate the Service Flows feature in the Order Summary Record page. 
  • Migrate data from the legacy system into the new Salesforce Order Management system. 
  • Configure the integration between the Salesforce Commerce Cloud storefront and the Order Management System. And you are all set.  

Let ETG Digital Help You Get Started With Your Salesforce Commerce Cloud Implementation

B2B Commerce solutions and B2C Storefronts serve as the foundation for customer-facing businesses. In today’s competitive economy, it is crucial to partner with an experienced service provider that can handle the needs of highly-demanding, enterprise-level clients with intricate requirements. We at ETG Digital thoroughly understand the nitty-gritties of leveraging Salesforce’s Order Management System to help accelerate your e-commerce business.  

ETG Digital headquartered in Plano, Texas, is a Crest Level Salesforce Partner. Our dedicated team of Salesforce experts is spread across the US, Canada, UK, Australia, UAE, and India. With 20+ years of experience, we have successfully implemented e-commerce solutions like the SFCC Order Management System, for growth and enterprise clients, including entrepreneurs and Fortune 500 companies. And we can help you too.

Talk to our experts. Book your free consultation now!  

Or mail us at info@etg.digital or call +1 469 666 1119 

Talk to our experts. Book a free consultation now.

Or connect with us by mail at info@etg.digital or call +1 469 666 1119