Are you ready for omnichannel commerce?
The way consumers and businesses make purchases has changed forever. Every organization in the commerce value chain, from dropshippers and distributors, to manufacturers and retailers, must adapt to compete. But there are many new challenges to overcome along the way.
The answer to these and many other related challenges is to implement a cross-channel commerce management solution that connects all commerce-relevant systems seamlessly – but without large-scale investments, or waiting years to complete the deployment.
aroma® - the Arvato Order Management System is the answer if you want to...
...maximize sales, order value and customer retention through consistently excellent customer experiences and service across multiple channels and devices.
...enable greater flexibility for customers within a single transaction e.g. order/reserve online and pick-up/return in-store.
...process and fulfill orders from multiple channels efficiently, accurately and cost-effectively, even if they change or are cancelled during the fulfillment process.
aroma® - Delivering value at every level
aroma® has been designed specifically to enable successful cross-channel commerce. It delivers a wide range of benefits for your cross-channel commerce business processes, IT infrastructure, and operational units. But it also helps you serve customers more efficiently and effectively. That’s good business, no matter what your position within the cross-channel commerce value chain.
Core Platform aroma®
The core Platform of aroma® offers comprehensive functionality in the following key areas:
- Customer Master Data Management: Management and distribution of customer data, including identification of VIP customers for advanced services
- Product Master Data Management: Supports entire order management chain by connecting internal and external systems, and split orders of products and services
- Stock Management: An inventory management system for physical, virtual and non-inventory stock, stock aggregation and update processing from multiple warehouses
- Advanced Order Management: Efficient coordination of order processing, order splitting, shipment consolidation and B2B/B2C order management
- Order Processing: Effective management of back orders, replacements and cancellations and accounting records
- Fulfillment/Warehousing: Logistics management including order track and trace, return handling and processing, and more
- Return Handling and Processing: Calculation of refunds and gift-card handling
- Advanced Fraud & Risk Management: Easy integration of order management processes with external risk management systems, and management of customer blocking
- Payment: Support for multiple payment options, plus management of good will credit and voucher/gift card processing
Modules & features of aroma®
The modular construction of aroma® gives you the flexibility to add and pay for the omni-channel commerce functionality you need, so you don’t pay for features you don’t use.
These modules include:
aroma® Dropshipper Modul
The aroma® Dropshipper Module integrates drop shipping management into the order management process chain quickly and easily through a web-based interface, eliminating the need for time-consuming and costly IT integration. The module provides a full range of omnichannel commerce functionality covering order management, delivery and return processing.
aroma® Risk Modul
The optional aroma® Risk Module helps protect your omnichannel commerce operation from online fraud and misuse. The module can be easily customized to interface with other third-party fraud prevention and verification systems.
aroma® Tax Modul
The optional aroma® Tax Module supports international omnichannel commerce with built-in support for EU tax regulation and provides interfaces to third-party systems that support international tax regimes. The correct tax group is determined by a variety of parameters, including involved countries, addresses, or legal entities.
aroma® Service Center Modul
The service center module offers an optimized graphical surface with intelligent search algorithms for customer service staff.
The aroma system offers these employees a quick and comprehensive view on the customers and all orders, regardless, whether these have been triggered in the web shop, in the store or through partners. Also on information about customer master data, status of orders, returns or status of outstanding payments has the customer service a quicker access and can give your customers clear information. This increases customer satisfaction and operative efficiency.
aroma® Pricing and Promotion Modul
The pricing and promotion module is the central component of an overlapping distribution channel and consistent pricing. Based on standard list prices, which can be obtained from the enterprise resource planning system, the module allows the definition of various discounts and price-promotions on various criteria. Whether location, time, commodity group, customer group, promotion combinations or many other aspects, the pricing and promotion module offers extensive possibilities to meet the marketing and sales manager’s needs.
The functional principles of aroma®
aroma® supports several clients and different currencies, languages and tax systems for a rapid international usage without a redesign or complex adaptations.
Web interfaces ensure the functions of aroma to be easy handled, but still efficient. Additionally the solution offers extended search – and filter functions.
Each access to order management data – and processes is subject to role depending safety parameters, which prevent an unauthorized access to sensible data.
aroma® automates most of those processes that are essential for efficient multichannel commerce as well as for efficient order management. That includes the communication within the aroma® - environment with the help of an email editor with templates and text blocks, which supports several languages.
aroma® offers central customer data as well as an overview about important key figures such as topseller, which can be adapted and expanded – with other words: a uniform data base (Single Source of Truth) for all omnichannel commerce processes in the entire »Customer Journey« - which is the entire cycle a customer passes through, before he decides to buy your product.
Free white paper download
You want to overcome channel conflicts within commerce and practical advice for a successful omnichannel order management?
Then download our free white papers now:
“The evolution of multichannel” contains a guide on channel integration. The white paper “Delighting the connected customer” features seven best practiced for a successful cross-channel commerce.