Service agents and sales reps are on the front lines of the customer experience. They need to help customers with their orders and make the entire interaction feel seamless. This requires the right tools to reduce call handling time, increase efficiency, and give reps complete visibility into orders. Technology should help them place orders on behalf of customers and make shipping and delivery changes to existing orders, when necessary. This is a proven growth strategy: Thirty-eight percent of digital leaders say customer service drives a substantial amount of incremental revenue.
Use AI and automation to create efficiency
Manual processes for managing inventory, order routing, status monitoring, and returns management quickly become unpractical. The good news? The best order management systems come with AI tools that automate these tasks. In fact, one third of organizations have completely automated the tasks of order status monitoring and reporting.
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Order management systems used to be relegated to the back office, typically within the logistics division of a company. But that doesn’t work in a customer-centric economy where order management is so central to the overall customer experience.