Salesforce Rolls Out Order Management Function

Salesforce is rounding out its offering for online sellers with the addition of Lightning Order Management, reports in Retail TouchPoints said this week.

The publication reported Thursday (Oct. 10) that Salesforce’s new order management function targets integration of the order process, including fulfillment and customer service. The tool fits within the existing Salesforce Commerce Cloud suite of services, which include inventory management, order updates and return tools.

Lightning Order Management includes order lifecycle management, allowing online sellers to manage an order through to shipping and delivery. The tool offers order processing and fulfillment tools that can be customized based on product type, fulfillment location and shipping carrier.

Reports also said the solution provides customer service and management tools, allowing sellers to obtain a unified view of their customers including purchase and service interactions. Finally, the tool offers a visual representation of order workflows to promote automation across payments, logistics, and customer service processes.

The solution is expected to go live in February 2020, reports said.

The launch of the order management capability follows last month’s announcement that Salesforce struck a partnership with Digital River. That initiative similarly focuses on integration, though targets B2B eCommerce players. Digital River is connecting its B2B payment solutions into the Salesforce AppExchange, allowing those tools to integrate directly into Salesforce Commerce Cloud’s platform.

At the time, Digital River explained that it would tackle back-office B2B eCommerce processes, while Salesforce would focus on the front end.

In August, Salesforce announced a partnership with Mastercard, with Salesforce joining Mastercard’s small business program alongside Intuit to bolster small to medium-sized business (SMB) services.

“We are excited to further build on our small business benefits program together with partnerships like Intuit and Itemize, and now Salesforce, to deliver digital solutions that meet the needs of small business owners today and grow with them in smart, innovative and efficient ways tomorrow,” Ginger Siegel, head of small business, Mastercard said at the time.