Order Management

Frost & Sullivan Singles IBM out for Excellence in Order Management

Share this post:

I’m proud to share that IBM has won Frost & Sullivan’s Global Integrated Commerce Order Management Customer Value Leadership Award. The market research firm evaluated solution providers on their ability to deliver on the promise of a seamless omnichannel experience for shoppers and much more.

As customers move from physical stores to digital channels and back again, they expect a consistent, high-quality experience. And no matter where they end up making a purchase, they rightly assume things will be taken care of behind the scenes so that a painless, streamlined delivery or in-store pickup is the result. Making a sale is just the beginning. Effective order management and fulfillment solutions need to be in place to ensure the entire, complex omnichannel process is seamless and frictionless for shoppers.

Frost & Sullivan recognized the ability of the IBM Watson Commerce order management platform to:

  • Offer accurate promised delivery dates to customers,
  • Monitor inventory and proactively suggest flexible, alternative fulfillment options,
  • Perform complicated product configuration and quoting,
  • Integrate powerful AI and predictive analytics,
  • Optimize fulfillment against variables like fastest availability, capacity, shipping costs, and markdown avoidance,
  • Offer a range of deployment models, from on-premise to hosted, allowing for outsourcing, and pure cloud/SaaS.

The award also noted IBM’s:

  • Extensive global ecosystem of partners for collaboration in innovation and execution,
  • Ability to leverage analytics capabilities from across our own broad product portfolio,
  • Emphasis on user-centricity anchored in design thinking,
  • Continuous investment and focus on innovation, including areas such as AI, predictive analytics, Cloud and mobile technologies, while further enhancing scalability.

From the Frost & Sullivan award write-up:
“As a category-defining leader — customer focus, a well-honed, best-in-class ability to execute, and a relentless commitment to innovation have enabled IBM to provide the most outstanding customer value in Integrated Commerce Order Management solutions. With its strong overall performance, IBM has earned Frost & Sullivan’s 2017 Customer Value Leadership Award.”


Director of Marketing, Watson Commerce, IBM Marketing

More Order Management stories

Does my fulfillment operation really need AI?

  The answer to this question? It depends! How many stores and distribution centers (DCs) do you have? If you only have a handful, then you may not get a large return on your AI investment. However, if you have more than 20 stores and DCs, AI can provide your company with many great benefits. […]

Continue reading

Retailers Are Running Out of Inventory (Here’s What to Do About It)

  Modern shoppers aren’t known for their patience and unhappy customers aren’t known for keeping their feelings to themselves. A single dissatisfied customer will tell 9 to 15 people about their experience, with some telling 20 people or more. What’s one of the top complaints listed by customers? “Failure to deliver.” Which is exactly what […]

Continue reading

Do you need to invest in a new order management system?

“Improving the customer experience” has become a mantra for retailers lately. Everyone wants to bring in new customers. The average retail business spends over 4 percent of their annual revenue on marketing in an effort to welcome new customers–– that’s more than any other industry. Yet many of these same retailers are also running their […]

Continue reading