SAN FRANCISCO, Oct. 10, 2019 /PRNewswire/ -- Salesforce (NYSE:
CRM), the global leader in CRM, today introduced Lightning Order
Management, a new product that seamlessly connects and automates
the entire commerce order process. Lightning Order Management
brings together commerce, fulfillment and customer service,
allowing companies to provide the hassle-free shopping experience
that customers deserve.
Today, customers want more than just two-day shipping and free
returns. They expect a fast and easy shopping experience, making
the time between order and delivery more critical than ever.
Customers expect to be kept up-to-date on everything from order
status—when it ships, when it will arrive, where it currently is—to
how that order can be updated, exchanged or returned. As simple as
that may sound, delivering this experience is not. Behind the
scenes, companies are often required to integrate more than 39
different systems[1]—across shipping
providers, customer service, financial systems and more—into a
clunky, legacy order management system (OMS). These fragile
environments cannot scale to meet the modern commerce needs, which
undermines efforts to deliver an end-to-end commerce
experience.
Introducing Lightning Order Management
Built from the
ground up on the Salesforce Lightning Platform, Lightning Order
Management is a modern, customer-first order management system
designed for today's ecommerce scale and experience needs.
Lightning Order Management extends Commerce Cloud, enabling
companies to provide fast, efficient and personalized order
fulfillment—complete with real-time inventory status, order updates
and easy returns. Lightning Order Management will deliver:
- Order Lifecycle Management—Enables brands to
manage the end-to-end order lifecycle from shopping through
shipping and delivery. With Order Lifecycle Management companies
can easily 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—Gives brands a
unified view of each customer across Commerce Cloud and Service
Cloud, centralizing all purchase and service interactions, so they
can deliver fast and personalized service. Brands can also offer
shopper self-service options including order status check,
cancellation, returns and exchanges.
- Visual Order Workflows—Empowers brands with
out-of-the-box, drag-and-drop workflows for processes including
shipping, customer service, financial systems and more. Complete
with branching logic, iteration loops, data updates and call-outs
to external systems, Visual Order Workflows enable brands to
deliver a seamless order experience with clicks, not code.
"Brands want to be able to treat every order like it's the most
important one in the world—processing it quickly, keeping the
customer up to date and handling service flawlessly," said
Salman Malik, SVP & GM,
Lightning Order Management, Salesforce. "That has been hard to do
with traditional order management systems—they are rigid, brittle
and hard to use. With Lightning Order Management, companies are
armed with a flexible, scalable solution to deliver on customer
expectations every time."
"At Crocs, we're always putting our customers first—in how we
approach design, technology and more," said Harvey Bierman, VP, eCommerce Technology and
Operations, Crocs. "Legacy ERP and OMS are not designed in a
consumer-centric way, which is why we're so excited about the
potential of Lightning Order Management being able to deliver an
innovative, customer-first experience."
Salesforce Partners Amplify Lightning Order
Management
Lightning Order Management will be bolstered by
a rich ecosystem of Independent Software Vendor partners offering
integrations for payments, tax, shipping, store and warehouse
management. Additionally, consulting partners including Accenture,
Astound Commerce and Capgemini and Deloitte will enable customers
to create deeply customized solutions that are tailored to specific
order management business needs.
Salesforce Reinvents the Complete Commerce Experience
Salesforce leads the way in both commerce and service, with more
than half a billion shoppers using Commerce Cloud every month and
77 million case interactions handled by Service Cloud every day.
Paired with Lightning Order Management, Salesforce customers are
empowered to operate at scale, while delivering a complete
ecommerce experience—from shopping to fulfillment to customer
service.
Availability
- Lightning Order Management is currently in pilot and will be
generally available in February
2020.
Additional Information
- Learn more about Lightning Order Management here
- Take the Trailmix to prepare for Lightning Order Management
here
- Read the blog post about Lightning Order Management here
Connect with Salesforce
- Follow @salesforce, @CommerceCloud and @ServiceCloud on
Twitter
- Like Salesforce on Facebook
About Salesforce
Salesforce is the global leader in
Customer Relationship Management (CRM), bringing companies closer
to their customers in the digital age. Founded in 1999, Salesforce
enables companies of every size and industry to take advantage of
powerful technologies—cloud, mobile, social, internet of things,
artificial intelligence, voice and blockchain—to create a
360-degree view of their customers. For more information about
Salesforce (NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit http://www.salesforce.com, or call
1-800-NO-SOFTWARE.
Please see www.deloitte.com/us/about for a detailed description
of Deloitte's legal structure.
[1] Deloitte, Digital Retail Renaissance
Report, June 2018)
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SOURCE Salesforce