Omni-channel fulfillment for B2C, B2B, D2C
Great experiences don’t stop once customers have received their order confirmation. There is a lot that can still go right or wrong on the road to turning a one-time shopper into a loyal customer. After an order has been placed, the correct item still needs to be delivered to the right person, as quickly and efficiently as possible. This can become very complex, very quickly, and SAP has offerings that can cover very complex scenarios in SAP Order Management Services, for example. But as the leading e-commerce solution, SAP Commerce Cloud, of course, also comes with its own order management capabilities, which help companies manage how their orders are orchestrated.
They can decide whether to discard or resell returns, use standard or custom strategies to decide on fulfillment locations, manage order packing and shipping, and much more. Without the need for additional software, SAP Commerce Cloud makes sure orders are sourced efficiently and sent out at the right time, to the right place.
Order Management System Add-on for SAP Commerce Cloud
SAP Commerce Cloud, order management system add-on is required for using any post cart checkout order management processing capability within SAP Commerce Cloud, regardless of where or how the original order was created.
Use Cases:
SAP Commerce Cloud, order management system add-on powers the following use cases:
- Real-time inventory management across all stock locations.
- Automated order workflow.
- Sourcing.
- Order splitting.
- Ability to pick, pack, label, and confirm shipments through the Backoffice Order Fulfillment Cockpit.
- Ability to create and manage returns and refunds.
SAP Commerce Cloud Customer Support
Even after an order has been received, the overall customer experience doesn’t end. Helping customers throughout a product's lifecycle is a core part of how they will reflect on their experience. While SAP offers solutions focused on perfecting customer support, such as SAP Service Cloud, SAP Commerce Cloud offers its own customer support capabilities as part of its end-to-end e-commerce offering. Customer support agents can access customer information, handle tickets, or help customers more directly using the Assisted Service Mode, which we’ll look at more closely in a moment.
As the support functionality is part of the core SAP Commerce Cloud application, support agents have easy access to valuable information from other parts of SAP Commerce Cloud. They can, for example, see order information, easily approve returns and refunds, or check product reviews. This helps keep processes fast and streamlined, and the same UI across different areas, such as Customer Support and Order Management, makes cross-training quick and easy.
![The image shows a Customer Support dashboard in the SAP system, displaying an Orders list. Two orders are listed, both from Mark Rivers (email: mark.rivers@pronto-hw.com), created on April 30, 2025. Order 00000009 is marked as Completed, while Order 00000011 is Ready. Both orders use Standard Delivery [standard-net]. The dashboard features filters for order status (Open, On Hold, Completed, Cancelled), session context options, and a search bar for easy navigation. The sidebar includes sections for Tickets, Product Reviews, Customers, and Personal Data Reports, enhancing customer support functionality.](https://learning.sap.com/service/media/topic/a55790d9-8691-412b-88a8-83234cd4623b/PL_CX203_04_en-US_media/PL_CX203_04_en-US_images/U3L5_CC_Support.png "The image shows a Customer Support dashboard in the SAP system, displaying an Orders list. Two orders are listed, both from Mark Rivers (email: mark.rivers@pronto-hw.com), created on April 30, 2025. Order 00000009 is marked as Completed, while Order 00000011 is Ready. Both orders use Standard Delivery [standard-net]. The dashboard features filters for order status (Open, On Hold, Completed, Cancelled), session context options, and a search bar for easy navigation. The sidebar includes sections for Tickets, Product Reviews, Customers, and Personal Data Reports, enhancing customer support functionality.")
Assisted Service Module
Now let’s get back to the Assisted Service Mode (ASM). There are situations with customers where a ticket just won’t do. Service agents need a tool to offer more direct support to solve an issue. The ASM allows them to sign in to the webstore for the affected customer. They can search for the individual, see valuable information about this customer, and then complete processes on the storefront as if they were the customer.
A customer is having payment issues? Let the service agent complete the payment step for them. A customer doesn’t know what product to purchase to complement a previous order? Let the service agent do it directly. This cuts down on confusion and speeds up and improves the support process, leading to happy customers and reduced costs.
Summary
- SAP Commerce Cloud's order management capabilities ensures efficient and accurate delivery, handling complex scenarios like returns and fulfillment strategies, to enhance customer experience without needing extra software.
- The SAP Commerce Cloud order management system add-on is necessary for post-checkout order processing, enabling real-time inventory management, automated workflows, order sourcing and splitting, shipment management, and handling returns and refunds.
- SAP Commerce Cloud integrates customer support functions, allowing agents to quickly access vital information across its platform, including order details and product reviews, thereby streamlining processes and facilitating easy cross-training.
- The Assisted Service Mode (ASM) allows service agents to log into the website for customers to resolve issues directly, like payment problems or product recommendations, enhancing support efficiency and customer satisfaction.