Order Management

Retailers can’t afford to overpromise and underdeliver. However, most OMS platforms still rely on static inventory, rigid rules, and throttled APIs, meaning delayed shipments, inaccurate stocking levels, and unexpected shorts. With Available to Commerce and Fulfillment Optimization capabilities, Manhattan Active Order Management intelligently governs which inventory is exposed to which channels and dynamically selects the best source and route for every order, ensuring you keep your customer promises—and more of your profits.

► Bealls Inc. reduces fulfillment costs with Manhattan Active Omni 

► Michaels deploys omnichannel approaches to meet customer expectations 

Legacy order management systems require retailers to stitch together disparate data sources or rely on middleware to gain visibility into fulfillment performance. With advanced analytics like Postgame Spotlight and Fulfillment Insights, Active Order Management helps retailers turn every order into a learning opportunity. By uncovering friction points and identifying trends earlier, retailers transform operational noise into clear insight and optimize inventory, processes, and teams for peak performance. .

► Forrester names Manhattan A Leader in Order Management – for the 6th time 
► Postgame Spotlight: Insights To Help Optimize Fulfillment 

With an OMS built to support modern service experiences, retailers can avoid disjointed systems, long resolution times, and frustrated customers. Built-in tools for customers and service agents ensures issues are resolved faster and with higher satisfaction levels. Manhattan Active Maven goes a step further, with a powerful agentic AI chatbot trained on your order management and customer service data. Customers get fast, contextual responses, while agents are equipped with tools that drive efficiency and insights, reducing both resolution time and operational costs. 

► Check out Manhattan Active Maven, an award-winning agentic AI customer service chatbot
► Fortify Customer Service Capabilities with Agentic AI capabilities 

As retailers put more emphasis on stores to meet omnichannel fulfillment demands, many OMS platforms struggle to keep up, meaning manual steps and redundant systems, as well as limited visibility, flexibility, and control. With native support for ship-from-store, curbside pickup, cycle counts, and cross-channel returns, Manhattan Active Order Management can help turn every retail location into a first-class fulfillment node. This is fulfillment built for modern retail needs, at the speed modern consumers demand. 

► Machine learning and algorithms power autonomous, intelligent decision-making
► PacSun uses Manhattan Store Inventory & Fulfilment to turn stores into fulfillment centers 

The process of managing an order from capture through fulfillment—with the end goal of having every order fulfilled accurately, on time, and to maximum profit.

That process often includes managing inventory visibility, committing to delivery dates, orchestrating fulfillment through distribution centers and stores, and tracking order shipping and pickups.

To learn more, read our comprehensive guide to order management systems.

A modern order management system (OMS) is the "omni" in omnichannel commerce and the crucial component in delivering supply chain agility and resiliency along with the customer experience precision and reliability that are essential for modern retail success. It is a unified commerce technology, facilitating a consistent and seamless omnichannel experience across all sales channels and the end-to-end customer buying journey.

A modern OMS ensures precise ordering across sales channels, efficient and consistent order orchestration across fulfillment systems and sources, and flexible post-purchase order changes and returns. Retail leaders rely on a modern OMS to overcome problems like inconsistent shopping experiences across sales channels, the inability to promise precise delivery dates, unreliable order fulfillment, costly return processing, and lack of customer control of post-purchase order changes.

Manhattan Active Order Management excels at seamlessly managing orders placed from any sales channel, including digital commerce, stores, and contact centers. Built for omnichannel commerce, it precisely and efficiently orchestrates order progress across all omnichannel fulfillment methods, including ship-to-customer, pickup in-store, ship-to-store, ship-from-store, and same-day delivery.

Retailers rely on Manhattan's global order orchestration capabilities to initiate and manage every step of an order's end-to-end life cycle — from initial fraud check to payment settlement and sales posting to pickup or ship-to-home delivery.

The speed and reliability of order fulfillment are primary factors in modern shoppers' choice to buy from a retailer. Order promising is the start of a satisfying delivery or store pickup experience. An order promise is a retailer's ability to provide customers with consistently high confidence before purchasing of when they will receive their order, such as a delivery date. A precise order promise minimizes the uncertainty that causes customers to abandon their shopping carts, improving digital conversion rates.

Manhattan Active® Order Management is the only solution that combines precise product availability, intelligent supply chain assessment using machine learning, and high-capacity in-memory caching technology to provide precise, instantaneous order promising across a retailer's sales channels at scale.

Look for OMS with third-party reviews.

Case in point: Manhattan Active Order Management was the only OMS selected as an industry leader in the Forrester Wave™: Order Management Systems, Q2 2021.