Additional Resources

Order Management

Flexible, Flawless Fulfillment

In today’s commerce environment, order fulfillment excellence differentiates your business, creating loyal customers who buy more and become brand advocates. NetSuite Order Management provides the capabilities to meet and exceed rising customer expectations for omnichannel fulfillment while boosting profitability and enabling you to effectively scale your business. As a native piece of the SuiteCommerce platform, NetSuite Order Management easily integrates your commerce system with order management and financials. It delivers the ultimate omnichannel customer experience – allowing shoppers to buy anywhere, fulfill anywhere and return anywhere.

Key Benefits

  • Ensure consistent, efficient order management across all channels and fulfillment types throughout the order lifecycle.
  • Increase revenue and customer lifetime value with cross-channel inventory and order management, flexible order fulfillment options and continuity/auto-ship programs.
  • Boost profitability by managing inventory and orders more effectively with global inventory visibility and configurable, automated distributed order management processes.
  • Deliver seamless cross-channel interactions with a 360° view of customer profiles and orders, and complete visibility to inventory availability across all channels.
  • Empower employees to help customers across all touch points with employee user experiences designed for omnichannel customer engagement.
  • Reduce costs to integrate, maintain and change your order management processes with an end-to-end SaaS suite that is designed to work together.

Omnichannel Excellence

NetSuite Order Management provides one source of truth across all channels for inventory, pricing, order, payment and returns processes. Whether you’re leveraging NetSuite’s ecommerce, customer service and POS user experiences – or integrating another channel experience using NetSuite APIs – customers and employees will get consistent answers and a seamless experience.

Secure, Integrated, Certified

Deploying and maintaining an on-premise order management system can be time consuming and costly. NetSuite’s SaaS order management solution gets you up and running quickly. Use NetSuite’s order management processes as a jump-start or extend them to meet your unique needs. Leverage other components of the suite to eliminate integration costs, or utilize NetSuite’s APIs to integrate with third-party systems. NetSuite provides integrations to payment gateways and shipping providers and is PCI certified. Plus, NetSuite manages the operations and upgrades of your order management system.

Flexible, Flawless Fulfillment

Customers expect the ability to buy, fulfill or return anywhere. NetSuite lets you profitably execute on a wide variety of fulfillment options, such as direct ship from warehouse, store fulfillment, drop ship and continuity/subscription programs. Omnichannel inventory visibility, distributed order orchestration, and order lifecycle dashboards and monitoring enable you to deliver the perfect order every time.

Business Intelligence

Better manage your business with exception management and insightful analytics that tell you where you’re doing well, what you need to pay attention to and where potential areas for improvement may reside. With exception queues, dashboards and reports, you have the tools you need to monitor and scale your fulfillment operations. Key Performance Indicators (KPIs) help measure metrics across all channels, such as inventory turns, sell-through percentage, days of supply, stock-to-sales ratio and gross margin return on investment.

Features

Inventory Visibility

A true omnichannel commerce platform should offer inventory visibility across all internal and external sources of supply. NetSuite Order Management provides a single source of truth for inventory, spanning warehouses, stores, 3PLs and drop-ship locations. It manages commitments and available-to-promise (ATP) inventory across all channels, linking commerce to your supply chain, ensuring that you promise accurately. Suddenly, you’ll be able to boost inventory management across all locations using its robust inventory planning, replenishment and warehouse management capabilities.

Order Orchestration

NetSuite Order Management automates and manages the end-to-end order lifecycle to ensure that you fulfill your commitments, including: order capture and validation, order release, shipment confirmation, customer communications and settlement. It even supports complex processes such as split shipments, drop ship, personalized products, continuity programs and digital fulfillment. By coordinating all of your fulfillment locations and providers, NetSuite Order Management keeps distributed order management moving smoothly and quickly. When fulfillment issues happen, you can quickly resolve them and get back on track.

Fulfillment Execution

NetSuite's warehouse management capabilities extend to internal and external fulfillment providers. Use its advanced pick, pack and ship functionality and integration with key shipping providers to deliver fulfillment excellence to locations of all sizes. Even orders with personalization or assemble/make-to-order requirements are seamlessly managed. And, it supports digital fulfillment processes, which can be integrated with the service providers of your choice.

Continuity Programs

As the cost of customer acquisition rises, repeat purchases from your existing customers is crucial. Auto-ship or subscription programs improve customer retention and increase share of wallet by encouraging customers to sign up for membership programs and regularly scheduled product deliveries. NetSuite Order Management provides robust continuity and subscription order management capabilities. Automate and execute the entire continuity and subscription process, from customer acquisition through retention.

  • Simplify the initial program sign-up.
  • Automate regular shipments and payments.
  • Deliver rapid membership services and changes.
  • Maximize stick rates.

Drop Ship / Endless Aisle

Realizing the dream of the endless aisle takes more than just creating a catalog. An automated end-to-end, drop-ship fulfillment process provides the capabilities to expand your assortment without increasing warehouse and store footprints. NetSuite Order Management delivers all of the functionality you need to efficiently manage drop-ship programs, including:

  • Order capture and validation.
  • Communication of the drop-ship order to the supplier.
  • Receipt of supplier acknowledgement and shipping confirmations.
  • Seamless communications back to the customer.
  • Settlement with the supplier.

Payment Processing

As the number of payment options continues to grow, customers expect the flexibility to pay how they want. NetSuite Order Management supports a wide variety of payment options. With NetSuite’s powerful, integrated offering you can manage the process from authorization through settlement with extreme flexibility. Offer multiple payment options with highly secure authorization and collection, backed by NetSuite financials, to ensure accurate accounting and controls.

Returns & Exchanges

The ability to support cross-channel returns is a must in today’s competitive environment. With return and exchange capabilities, NetSuite Order Management extends the seamless omnichannel experience to returns. Set returns process rules, accept returns from all channels, fulfill exchanges and manage the credit and dispositioning process. NetSuite eliminates points of failure found in disparate systems, ensuring that returns are managed accurately, that saleable items make it back into ATP inventory without delay and that any potential quality issues or fraud are detected and fixed.

Customer Service

Customers are frustrated by employees who can’t help them. To ensure a seamless omnichannel experience, customer service representatives (CSRs) and store associates must be empowered with order management capabilities tailored specifically for their job tasks. NetSuite Order Management provides a customer service experience that enables your employees to engage with customers to help them inquire about product availability, place orders and manage post-order changes and issues.