Salesforce, known for its customer relationship management (CRM) software, launched the Lightning Order Management tool recently to connect and automate the whole commerce order process.
The tool is designed to improve the way businesses communicate data about marketing promotions, inventory, and delivery status to their e-commerce customers. The most customer-centric and flexible order management system will integrate eCommerce fulfillment service and customer service to enable retailers to provide a personalized shopping experience from start to finish.
Salesforce Lightning Order Management system works with the entire Salesforce Commerce cloud that allows users to get real-time inventory status, order updates, simple returns, and other friction-reducing options. It collects information from ERP systems, marketing automation platforms, and external data sources such as data feed from package delivery companies to the customer-facing sales pages at eCommerce sites. On eCommerce sites, it can track customer shipping and return information and combine it into one page.
Furthermore, Salesforce customers can manage order details such as delivery locations and shipping service providers. It will display the eCommerce history of customer service teams. This will provide more detailed information when the customer contacts the service side.
Key features of Lightning Order Management
Order Lifecycle Management: Brands can manage the entire shopping cycle from shipping to delivery, including the ability to process and fulfill orders based on product type, delivery location, shipping carrier, and the requirement of separate or partial shipping products.
Linked Commerce and Service Experience: This tool will provide a unified view of each customer across Salesforce Commerce Cloud and Salesforce Service Cloud. It centralizes all purchase and service interactions and allows retailers to offer self-service for cancellations, returns, and exchanges.
Visual Order Workflow: Retailers will able to create and expand process automation through payment, delivery, customer service, financial systems and more with low-code and drag-and-drop capabilities.
With Lightning Order Management, Salesforce users can choose which of these data points to be included in the dashboard for customers as their order is selected, packaged, filled, shipped, and delivered. Technically, companies can use Lightning Order Management with several eCommerce platforms, not just Salesforce Commerce Cloud.
Lightning order management by Salesforce is currently on trial and is expected to be released in the month of February 2020.