Transforming Order Management for Modern Business Needs with ServiceNow

Efficient order management is the backbone of customer satisfaction and operational success. However, many organisations find themselves constrained by outdated or generic solutions that simply can't keep up with the complexities of modern commerce. If you're feeling the growing pains of your current order management processes, you're not alone. Let's explore some common challenges and how ServiceNow is helping businesses overcome them.

Challenges in Order Management

Growth and scale

As businesses expand, their order management needs often become increasingly complex. Imagine a mid-sized e-commerce company that starts in one country and then rapidly expands internationally. Their existing system, initially designed for domestic orders, might struggle to handle multiple currencies, languages, and regional tax regulations. This could potentially lead to delayed orders, frustrated customers, and overworked staff.

Security 

In an era of increasing data privacy regulations, managing sensitive customer information is more critical than ever. Consider a healthcare supplies distributor realising their general-purpose order system doesn't meet specific compliance standards like HIPAA. They might face the task of manually segregating sensitive data, potentially slowing down their entire order process and increasing the risk of non-compliance.

System integrations

For many businesses, order management doesn't exist in a vacuum. It often needs to seamlessly connect with inventory, shipping, financial, and customer relationship management systems. A manufacturer of custom machinery might face challenges if their sales team inputs orders into one system, which then has to be manually transferred to their inventory and production planning systems. This manual process could lead to delays and increase the risk of errors.

Data centralization

Having access to actionable insights is crucial. A multi-channel retailer might struggle to optimise their inventory and pricing strategies if their order data is fragmented across different systems. Without a unified view of their data, they could face challenges in understanding customer behaviour and market trends, potentially impacting their ability to make informed business decisions. According to Gartner's 2023 report, Implement a Distributed Order Management System for Digital Commerce, 49% of retailers reported they have only a “few advanced systems and processes” in place to achieve smooth, accurate and cost-effective omnichannel inventory visibility.

The Order Management Solution

ServiceNow's order management capabilities offer a comprehensive solution to these challenges. By leveraging automation, integration, and visibility, ServiceNow transforms order management from a bottleneck into a strategic advantage. Clarity, a Built with ServiceNow offering, conveniently packages these capabilities to elevate the order management experience. Key features include:

• Reusable processes
• Persona-based orders
• Zero-touch automation
• Order failure (fallout) support
• AI-capable fulfillment
• In-flight order changes
• Multi-channel monitoring

Real-World Impact

Organisations across industries have seen transformative results for order management with ServiceNow. Many report:

• 50-70% reduction in order processing time
• Near-elimination of order entry errors
• Significant improvement in on-time delivery dates
• Enhanced ability to handle peak order periods without additional resources

One technology services provider even reported the ability to expand into new global markets due to their newfound scalability and efficiency.

Embrace the Future of Order Management

By leveraging ServiceNow's powerful capabilities, organisations can transform their order management from an operational burden into a strategic advantage. Whether you're a telecom company struggling with complex service orders, a retail company striving for hyper-automation throughout the order lifecycle, or a high-tech firm managing intricate product configurations, ServiceNow offers a path forward.

Connect with us to take a critical look at your current order management processes.