Rapid technological evolution and expanding consumer expectations have dramatically transformed the processes that feed into order fulfillment; the order management lifecycle has become more complex and incorporates more components than ever before.
To remain competitive, businesses need to not only provide personalization, convenience and quality of service, but execute orders quickly and easily
What is order fallout?
Order fallout refers to the orders that encounter problems or fail during fulfillment1. An order is considered lost when it falls out of the automated process2 for an unknown or unforeseen reason.
Why does it happen?
Order fallouts can occur for various reasons. Orders need to traverse multiple stages and systems for fulfillment and provisioning3, leaving room for failure. This often diminishes customer experience leading to high rates of churn.
Order systems are complex, often having legacy systems at the center of automated order fulfillment processes4 Legacy systems are not equipped to support new channels and customized order bundles that require manual intervention and order accuracy.
Any delay in the order fulfillment process leads to complexities that hinder businesses. A common cause for order fallouts is inaccurate or missing information. The incorrect data creates delays as the order at stake is in limbo.
Teams need to be able to have a clear understanding of what’s happening, and that starts with the data that drives order fallout.
In recent years, order orchestration complexities have increased and lack visibility5. The traditional approach to solving order fallouts involves complex manual processes requiring time and resources. Orders keep piling up creating even more delays.
Without sufficient fallout management, teams have to manually analyze and resolve fallout issues, leading to a longer fulfillment process and poor customer experience.
How to prevent it
In order to prevent orders falling out, organizations need to improve system stability. One way to do this is through implementing an adequate fallout management system6 that identifies, routes, assigns and monitors the entire lifecycle of an order fallout.
In doing so, fallout tasks can be automatically routed to the correct team that can investigate and resolve the issue at hand. With the help of automated fallout records for specific tasks, orders can be processed continuously through to completion7.
Automation facilitates seamless integration between order management systems and customer support platforms. Automation captures customer information, validates service availability and processes orders quickly8.
Introducing automated measures helps optimize system resources and streamlines the entire order lifecycle. Customers can then be given real-time updates about their order and be notified when additional information is required.
Businesses need to have an order management system that has capabilities to flag errors and pause orders, ensuring all orders are processed smoothly and efficiently. Intelligent automated systems automatically resolve repetitive errors that can take fallouts from a provisioning system, correct errors and resubmit orders9.
The need for manual intervention is eliminated thanks to business rules that can resolve fallouts automatically. Workflows are streamlined, reducing the overall turnaround time for order fulfillment.
76% of service providers10 find that the use of data allows for proactive order fallout prevention. Data analysis allows businesses to identify patterns that are related to order fallouts. Organizations need to implement analytics and predictive tools to proactively predict, intervene and prevent order fallouts.
Through the analysis of historical order information, triggers that lead to cancellations are uncovered. Through identifying the root cause, organizations can take proactive measures to address them. Automating data entry and order validation processes eliminates the chances of errors11 or discrepancies, preventing order fallouts that are caused by incorrect or incomplete information.
An end-to-end view of orders and their status enhances visibility across the board. With an enhanced visibility of the order lifecycle, order fallouts are reduced, efficiency is increased through the time savings on manually looking for fallen orders, reducing revenue leakage.
In order to maintain customer satisfaction, organizations need a solution that offers full end-to-end visibility of their processes and has the capability to correct orders.
With CloudSense OMS, orders are instantly captured leading to flawless fulfillment, keeping things moving seamlessly, giving real-time visibility on order status and progression. Implementing an OMS that streamlines the order fulfillment process allows for increased order accuracy and better business decisions.
Sources: 1, Service Now; 2, Seygen, 2022; 3, Telecom Ramblings, 2019; 4, Seygen, 2022; 5, Telecom Ramblings, 2019; 6, Service Now; 7, Service Now ; 8, ShipBob, 2020; 9, Infosys; 10, The Fast Mode; 11, MHC