An order management system (OMS) is a digital way to manage the lifecycle of an order.² It tracks all the information and processes, including order entry, inventory management, fulfillment and after-sales service. An OMS offers visibility to both the business and the buyer. Organizations can have near real-time insight into inventories and customers can check when an order will arrive.
At the heart of an OMS is the distributed order management (DOM) capability, software that enables an OMS to intelligently route orders to the optimum destinations or resources for fulfillment. DOM is critical to managing the business processes associated with an order and helps deliver a seamless customer experience across channels.
A pioneer in DOM technology, Sterling Commerce® was purchased by IBM in 2010 to enable the integration of key business processes across channels, including order management and fulfillment.³ Building on these capabilities and incorporating its own innovations, IBM has created order management systems that can orchestrate orders with a global view of inventory and the ability to deliver after-sales service. These systems help fulfill a complete order promise: available-to-promise, available-to-deliver and available-to-service — and support an order-from-anywhere, fulfill-from-anywhere, and return-to-anywhere omnichannel model.