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Order Management
Unify your storefront, inventory, and fulfilment on a single platform to slash operational costs and eliminate the "integration tax" of legacy tools. By automating complex routing and offering effortless self-service, you deliver the high-speed, agentic experience that keeps customers coming back.
What can you do with an ecommerce Order Management system?
Cut fulfilment costs, drive service agent efficiency and automate manual tasks to delight customers with every order.
Lower fulfilment costs and drive revenue with Agentic Order Management.
Use intelligent, agentic skills to dynamically resolve order fulfilment exceptions. Empower operations managers with automated decision-making tools that optimise fulfilment paths and ensure every order meets customer delivery promise.
Drive service centre efficiency and cut costs with agentic Order Support skills embedded directly into your Agentforce experience. Offer self-service order status, cancellation, and returns on any channel.
Seamlessly service omni-channel orders with Order Servicing.
Harness the full power of the Customer 360. Give agents contextual data like order history, customer records, payment terms, service tools — all on one screen.
Transform your service centre from a cost centre into a revenue generator. Service agents can view your entire product catalogue, search for specific items, and complete transactions for customers directly within the service console. By unifying commerce and service data in one view, you eliminate the need to switch screens, helping agents drive revenue and resolve needs in the flow of work.
Simplify complex order routing with Distributed Order Management
Build fulfilment workflows fast and see ROI faster with drag-and-drop tools. Start with prebuilt supply chain workflows and extend as you grow.
Increase conversions with personalised delivery promises based on inventory availability, sourcing locations, and carrier transit times. Cut costs by automatically identifying the closest fulfilment location to minimise splits and delivery time. Increase revenue and conversion rates by displaying estimates on the product page and at checkout.
Upgrade in-store shopping and fulfilment so associates can provide personalised experiences. Give insight into connected store data like product inventory and more.
Fulfil faster with real-time, Omni-Channel Inventory.
Increase conversion and build buyer trust by displaying accurate inventory availability the moment a customer engages. Surface real-time stock levels directly on Product Detail Pages or embed availability insights into any channel—including web-based chat and agentic conversations with Salesforce Shopper Agent. By giving customers and agents a transparent view of what is available, you reduce friction and capture sales faster.
Unlock the full value of your stock by transforming retail stores into distribution centres. Power flexible, revenue-driving options like Buy Online, Pickup in Store (BOPIS) and same-day pickup to meet winning delivery expectations. Merchant teams gain granular control with rich, back-office insights—including Available to Fulfil, Available to Order, Future Stock, and Safety Stock—ensuring you optimise inventory across the entire enterprise.
Extend the power of order management with these related products.
Digital Storefronts
Deliver commerce your way with templates, composable storefronts, headless APIs or all three.
Contact Centre
Boost ROI in your contact centre by delivering intelligent, efficient service across all channels at scale.
Digital Customer Engagement
Lower costs and boost customer satisfaction with personalised experiences on your customers' favourite channels.
B2B Commerce
Make buying more personal and selling more efficient with AI tools. Connect your business on a unified platform that helps you build trust and meet complex needs.
B2C Commerce
From discovery to checkout, B2C Commerce is where customer expectations meet AI-powered business growth. See more revenue, productivity, and trusted success at scale.
Point of sale
Bring customer, order, and inventory data to your shop floor with a flexible, mobile-first POS. Move faster with built-in Salesforce integrations and no-code CMS.
Service
Deliver seamless support across every channel and industry with Agentforce Service, the complete service platform powered by humans, AI agents, and trusted data. Let AI handle routine tasks and elevate human reps to boost productivity and CSAT.
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Order Management FAQs
Order Management is the process of capturing, routing and supporting customer orders from any channel. Order management systems track orders placed, allocate and surface inventory, and route orders sustainably all in one customer centric solution.
A CRM focuses on managing and nurturing your customer relationships including making a sale or managing a service case. Salesforce OMS is built directly into your CRM so you can differentiate your customers delivery and order support experience like offering same day delivery, curbside pickup or self service returns.
Order management software brings together connected customer data, order data, and tools to help you efficiently service orders and drive loyal experiences. Plus, with order fulfilment software and automation, you'll deliver every product with speed, cost and sustainability.
To choose the right order management consider your business needs and where your customers expectations are. Evaluate your current order fulfilment and order support strategies and see if those allow you to scale in the way your customers expect. Look into how you are using connected data to your advantage, automation tools to help you differentiate every delivery and the ease of use of tools for your service centre agents to be efficient.
Fulfil your customers orders faster, reduce delivering costs and drive service agent efficiency for delightful post purchase experiences.