Dual-OMS Strategy Pays Off When The Secondary OMS Improves Revenue

Digital businesses that sell physical products usually use an order management system (OMS) to manage inventory availability, delivery promising, order routing, store fulfillment, and some aspects of customer service. Some companies have begun adding specific modules from a second OMS — while also keeping their existing primary OMS. Forrester applied its Total Economic Impact™ (TEI) methodology to determine when, if ever, this “dual OMS” strategy results in positive ROI for digital businesses. The upshot: The greatest benefits come when the secondary OMS directly increases top-line revenue. However, most interviewees ultimately planned to replace their primary OMS over time.