percent more retailers are evolving to a single order management system to support all channels in the next 3 years

Order Management

With the adoption of e-commerce as a primary research and purchase vehicle, consumer expectations are driving retailers to provide new order management system (OMS) capabilities to deliver functionality supporting unified commerce strategies. Order Management must have the ability to deliver more complex and sophisticated functionality to support multiple ordering and fulfillment options that provide a seamless shopping experience across all channels.

Your OMS should provide visibility to inventory across all channels to support both sales and returns. Today many customers prefer to research and even purchase products online but then visit the retailers’ physical store to finalize the pickup, either because of an immediate need or to avoid paying shipping charges. To support this expectation, retailers must examine their existing processes around order management and make available the entire breadth of inventory across all supported channels.

Key order management initiatives should address these key questions:

  • How do we move beyond a traditional OMS that is centered on order automation to a focus on next-generation fulfillment capabilities?
  • How do we develop an overall order management strategy to manage unified commerce fulfillment capabilities?
  • What are the steps to create a single inventory database with rules and processes to manage the order process effectively?
  • Should we invest in a retail OMS to not only support the single view of inventory and order information but also to support the complex cross-channel sales/returns and fulfillment scenarios?

How We Help

BRP has expertise in both the selection and deployment of OMS. We produce results that are aligned with your organizations Unified Commerce Strategy and budget delivering clearly defined measurable benefits.

We know your customers, and we know that there is an ever-increasing number of access points to them – online, SMS, point of sale, etc. Our order management services provide logistical flow, remove operational silos, reduce complexities and lower the costs of operating your unified commerce approach.

We assist with strategy development, defining initiatives and building your custom order management roadmap and the design and development of the infrastructure to support it. We keep channel conflict, fulfillment, returns and customer service in mind, as we thoroughly understand your options for optimization, cross channel fulfillment, telemarketing, Internet operations, etc.

Case Studies

Eastern Mountain Sports

eastern_mountain_sportsEastern Mountain Sports is an outdoor gear and apparel retailer in the New England area. It has 68 stores, as well as 11 schools, offering classes in rock climbing, kayaking, and other outdoor sports. BRP was tasked with conducting a Retail Omni-Channel Strategy Assessment, in which the current business processes were examined to identify opportunities in organization, procedure, and technology. BRP developed an implementation roadmap for a one to three year timeframe, and validated it to include a migration plan for the implementation. BRP assisted EMS in selecting an Omni-Channel solution and implemented a comprehensive set of web, mobile and in-store solutions. Ultimately, Eastern Mountain Sports was left with a more seamless approach to the consumer experience, using a strategy that utilized social media and customer intimacy to improve sales.

Brooks Brothers

brooksbrothersFounded in 1818, Brooks Brothers is the oldest men’s clothing chain in the United States. The chain operates hundreds of stores in the United States, as well as across the globe. Brooks Brothers’ objective was to develop an Omni-Channel Strategy and implement a Global Omni-Channel platform including store, mobile and web with the solution adaptable worldwide to provide standard and consistent tools and processes. BRP was asked to lead the Brooks Brothers Group team in assisting in the Strategy, Selection and Implementation of a comprehensive Global In-Store Systems component for the UK and Europe. The solution had to be able to meet all key business needs while utilizing new mobile technologies and position the infrastructure for the addition of the North American and Asia-Pacific markets.


“The BRP team has created an impact on this organization that is lasting and powerful. As you know, consulting engagements do not always produce the anticipated outcome, and it is rare that they surpass your expectations … this is one of those times.”

Scott GladstoneCOO, Anna’s Linens

“Thank you to the entire BRP team on behalf of all of us. We appreciate your diligence. We recognize we added scope to your normal process with our team approach. We did well so far and look forward to leveraging the work you’ve facilitated for us.”

CRM DirectorLeading Specialty Apparel Company
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