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Learn about the Order Reference Module

Order Reference Module is the foundation for order management. It provides reference workflows for Click and Collect, Home Delivery and Mixed Baskets and those needed to build your own.

Sourcing Criteria Overview

Essential knowledgeSourcing Criteria determine which eligible Locations are best once a Strategy applies. You’ll learn how to configure, sequence, and extend Criteria so your prioritization is predictable and explainable across business scenarios.
  • Define prioritization with configurable Sourcing Criteria that score and order candidate Locations
  • Reference Sourcing Criteria schema is global and can be extended or overridden with customer-specific definitions for tailored Strategies
  • Criterion Utilities provide reference functions, normalization, and a registry/annotations model for custom extensions
  • Configure all Criteria with clear names, parameters, and evaluation order to ensure accurate and predictable ranking

How to identify OMS challenges in new prospects

Essential knowledgeEmpower readers to diagnose hidden operational pain points by leveraging external sales intelligence, such as Trustpilot reviews, alongside strategic discovery questions.
  • How to use Trustpilot reviews as sales intelligence to uncover visible symptoms of an existing system failure.
  • Strategic discovery questions designed to expose hidden pain points regarding fulfillment speed and inventory accuracy.
  • How to directly align Fluent OMS capabilities to solve diagnosed inefficiencies.

ICP, Qualification Criteria and Additional Use Cases

Essential knowledgeThe article provides a comprehensive guide to identifying the Ideal Customer Profile (ICP) for an Order Management System (OMS), highlighting key criteria and red flags to ensure successful implementation. It also explores Fluent OMS use cases, showcasing its capabilities in order capture, fulfillment, tracking, promising, shipping, and inventory management.
  • Ideal Customer Profile (ICP) based on specific industries, company maturity, and high order volumes
  •  Poor fit indicators, such as outdated legacy infrastructure or a lack of executive buy in
  • Fast Qualification Framework to rapidly assess a prospect's Budget, Systems, Volume, and Channels.

What is an OMS and why does it matter?

Essential knowledgeA modern Order Management System (OMS) is a centralized platform that manages orders from creation to fulfillment, ensuring real-time inventory accuracy and seamless omnichannel integration. It drives business value by optimizing operational efficiency, reducing costs, and enabling scalable growth through intelligent automation and flexible fulfillment options.
  • Definition of an OMS as a platform that manages order from creation to fulfillment
  • The failure of legacy OMS systems
  • Core operational benefits of an OMS: speed, accuracy, consistency, and flexibility
  • How an OMS drives business value by accelerating profitable growth and reducing operational complexity

Order Management - Status / Actions

Essential knowledgeLearn to configure dynamic order statuses and user actions within the Fluent Commerce back office to construct tailored, highly responsive order workflows.
This resolves operational bottlenecks by empowering customer service agents with versatile, user facing options to manage critical order phases, ultimately simplifying order handling for a highly smooth fulfillment process.
  • Learn how to configure dynamic workflows and build specific order statuses and user actions 
  • Understand how configured rule sets allow customer service agents to seamlessly use interface actions

Order Management - Order Detail

Essential knowledgeLearn how implementing partners can utilize the Fluent Commerce Order Management System to provide retailers with a comprehensive 360 degree view of the fulfillment process.The intuitive order detail screen directly resolves the pain points of poor observability and process friction by streamlining individual order management, activity tracking, and decision making.
  • Learn how the intuitive order detail screen serves as a central hub for managing individual orders for a more user friendly experience
  • Observe how Fluent links inventory, locations, and customer orders to streamline communication and coordinate fulfillment
  • Apply observability features to ensure accurate activity tracking and complete traceability 

Returns Management

Essential knowledge Learn how to implement the Fluent Commerce Returns Management module to deliver an integrated, end to end returns ecosystem for clients. This centralized solution resolves the costly pain points of revenue loss and inventory discrepancies, providing retail businesses with unified workflows that boost operational efficiency and customer satisfaction
  • Learn to seamlessly integrate  returns solution with existing e commerce platforms
  • Apply strict workflow configurations to accurately verify return cut off times, capture specific return reasons, and document item conditions.
  • Orchestrate Return Merchandise Authorization (RMA) processes directly within the workflow to physically verify items
  • Observe how a centralized system empowers customer service teams to easily submit return requests and eliminate customer frustration.

Value Selling for Fluent OMS

Essential knowledgeTo teach readers to shift sales conversations from technical features to measurable business outcomes tailored to the specific priorities of different stakeholder personas.
  • How to pitch measurable business outcomes and real world impact rather than technical features.
  • Understand value propositions tailored to specific stakeholder personas, such as the CIO, CMO, and Head of Logistics.
  • How to quantify platform value using metrics like lower Total Cost of Ownership (TCO) and faster deployment times.

Order Management Modules

Essential knowledgeFollowing the completion of this section readers should gain an understanding of the different modules and the segregation between them. They should understand some of the key features of the modules and how they could be used to benefit both the customer and the company providing products and services.

  • Availability module - provides detailed and accurate stock information & order fulfillment options
  • Order Orchestration module - allows retailers to track all of the statuses of an order through its lifecycle
  • Inventory module - allows retailers to get a unified version of inventory across all locations and inventory management systems
  • Store module -  provides order management and fulfillment capabilities in-store by guiding store colleagues through the day-to-day processes
  • Service module - provides all the capabilities to enable flexible customer support

Sourcing Conditions Overview

Essential knowledgeSourcing Conditions let you control how Sourcing Strategies are applied within the Responsive Sourcing Framework. After reading, you will understand how to configure and extend them to adapt sourcing logic for specific Sourcing Requests.
  • Define your sourcing logic with configurable Sourcing Conditions that evaluate Sourcing Requests and return true/false outcomes
  • Reference Sourcing Conditions schema is global but can be extended or overridden with customer-specific definitions for tailored Strategies
  • Condition Utilities provide reference function, default operators (equality, comparison, membership, existence), and support custom extensions
  • All Conditions should be configured with clear naming and parameters to ensure accurate and predictable evaluation

Order Orchestration Module Overview

Essential knowledgeThe 'Order Orchestration' module is integral to Fluent Order Management. It handles the end-to-end management of orders from creation to fulfillment. It optimizes the fulfillment process, allowing flexibility and control over sourcing and fulfillment strategies.
  • Dynamic Sourcing: Selects the best location based on inventory and business rules.
  • Split Fulfillment: Supports fulfilling orders from multiple locations.
  • Custom Workflows: Allows tailoring workflows for Home Delivery, Click & Collect, and more.
  • Fulfillment Management: Tracks multiple fulfillments and manages SLAs and exceptions.
  • Retailer Benefits: Reduces costs, optimizes sourcing, and ensures operational flexibility.

Create multi order payload example

Essential knowledge
  • Example createOrder mutation payload for MULTI order type
  • The example is just a reference payload only which can be used with order module reference workflow.

Order lifecycle

Essential knowledgeThis article will explore the different stages involved in an order's lifecycle. Through the various tabs and sections in the Fluent OMS interface, you can easily track the status and progress of orders including customer delivery preferences and details. This promotes transparency and efficiency in the order fulfillment process.
  • You will be introduced to the Order List, Order Details, and Order Item Details pages, and their components along individual tabs. 
  • This knowledge will assist users in effectively navigating the Fluent OMS interface and using relevant filters to find essential information for a specific order and a particular retailer.
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