Life after order fulfillment

OMS or Order Management System is a tool used by businesses to manage and optimize their operations. What this typically means is that the OMS provides capabilities that relate to the whole manner in which an order is processed and handled, from A to Z. Another way to look at this is that whatever can be ordered can be managed in a cost efficient, optimal, and productive manner, from order capture to fulfillment.

It will surprise no one to hear that there is life for an order after fulfillment. The entire post-order paradigm is a sticky one. What happens to an order once it has been fulfilled and delivered, and yet a customer decides to return it? This intricate and complex process by which an item that has left the system both physically, transactionally and metaphysically, now has to be re-entered. Simply put, this process is not fun. An order that is completed and then is undone is technically and psychologically frustrating.


OMS & RMS: building a bridge

While some OMS’s are tweaked and tuned to handle a returning order. This is not their focus or expertise. As a result, a bare-bones basic return scenario can be executed.  For this reason, enterprise retailers often turn to another power platform: the RMS. The RMS – or a Return Management System functions like an OMS. It provides the end-to-end capabilities required to process and fulfill a return. This includes a slew of returns-related activities such as refund, repair, replacement, customer care integration, disposition, etc. 

Considering the time it takes for an item to return, and its almost inevitable depreciation along the way, it’s no wonder that this stage in the life-cycle is considered costly in time, money and resources.  Ultimately, the role of the RMS is to automate, improve efficiency and keep the customer satisfied. 

This last point is a critical differentiator between the OMS and the RMS. While both systems may interact directly with the consumer and need to keep customer satisfaction at a premium, the return process engages directly at a stage where there is some likelihood that this engagement may make or break their loyalty. An unsatisfying or complex process will in all likelihood result in a consumer taking their business elsewhere.

When an OMS and an RMS integrate, that’s when the magic happens. In many respects worlds can merge as the end-to-end processes become more streamlined and efficient. Data duplication is reduced. Inventory management becomes more accurate. The outlook over the entire organization process is holistic, strategic and transparent. Reporting and analyzing becomes more meaningful and significant. And, most importantly, customer experience is put at the forefront.


Salesforce OMS and OtailO RMS, what more can you ask for?

When you couple the power of the Salesforce OMS, at the core of the Salesforce platform, and a next generation RMS – OtailO – you unleash a wealth of capabilities and functionality that provide a smart and strategic system, the likes of which have not yet been seen before. The Salesforce-OtailO combo rests on several pillars:



When returns meets the beating of heart of Salesforce core, it enables data to be extracted in real time from multiple modules servicing Salesforce customers. This data can be used to calculate the ultimate returns journey for every end user and the ultimate workflow for each return. In a regular RMS, data efficiency is a given

When Salesforce and OtailO come together, the quality of the data is unprecedented. It can be leveraged to define, execute and enforce business logic and return rules. This robust and scalable relationship demonstrates the difference between having a returns process, and having a holistic, compelling and strategic platform. 



With returns being infamously handled by multiple partners before it gets back on the shelf, automation is key to reduce as much as possible human intervention. This includes, but isn’t limited to,aligning inventories across all stages of the product lifecycle, so that exchanges for returns can be offered and activated (1) from the nearest local inventories (2) even before the item gets back to the warehouse. Another groundbreaking examples is remote auto-inspection of the return that can be done by anyone anywhere, in order to ensure the authenticity and validity of the item. Thus getting it resale ready at the earliest possible opportunity.


Ease of getting it up and running

Deployment and integration should not be insurmountable obstacles. The OtailO -Salesforce collaboration ensures that next generation returns management is deployed without disruption for existing Salesforce customers, and with minimal time and effort for onboarding customers. With an easy and quick deployment, an immediate guarantee of returns reduction, and a scalable platform that grows as you grow, sophisticated returns technology is easy to access and deploy. 



Putting the customer first is not just lip service. A sound and healthy returns process is key to transform returners into repeat customers. By knowing the customer, by rewarding them for returns well done (or returns not done at all), this is a sure-thing to keep them in the conversion loop. This can be expressed by personalized return journeys, personalized policies, loyalty points and rewards. It can also manifest in trade-ins, upgrades and campaigns that keep them coming back for more.



In a time and age when you can do anything – do good. The Salesforce-OtailO combo steers retailers towards Carbon footprint reduction and circularity. These science-based ESG-related activities are inherently built-in to the platform. They  will tell a real story of brands that see the bigger picture, in addition to the bottom line. 


An holistic end-to-end experience

With the pillars in place, Salesforce and OtailO provide a solid foundation. Upon this, enterprise retailers can build their home-base and thrive. A place where innovation and impact meet. A platform upon which the holistic commerce experience is given a new expression. From end-to-end retail life-cycle, to the centralization of the customer experience, and finally to the heeding to sustainability in a global industry.


Photo by Daniele Levis Pelusi on Unsplash