Salesforce has introduced Lightning Order Management, a tool designed to connect and automate the entire commerce order process. The solution brings together commerce, fulfillment and customer service to help retailers offer a seamless shopping experience from start to finish.
The solution works with the overall Salesforce Commerce Cloud, which helps enable real-time inventory status, order updates, easy returns and other friction-reducing options. Specific capabilities of Lightning Order Management include:
- Order Lifecycle Management: Brands can manage the end-to-end order lifecycle from shopping through shipping and delivery, including the ability to process and fulfill orders based on product type, fulfillment location, shipping carrier and the need for split or partial shipments;
- Connected Commerce and Service Experience: The software offers a unified view of each customer across Commerce Cloud and Service Cloud, centralizing all purchase and service interactions while letting retailers offer self-service cancellation, returns and exchanges; and
- Visual Order Workflows: Retailers can create and extend process automation across payments, shipping, customer service, financial systems and more using low-code and drag-and-drop functionality.
Lightning Order Management is currently in pilot status and will be generally available in February 2020.