Trends Report

Leverage Order Management Systems To Conquer US Consumers’ Elevated Fulfillment Expectations

December 5th, 2022
Emily Pfeiffer, Principal Analyst
Emily Pfeiffer Principal Analyst
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributors:
Fiona Swerdlow , Connor Weathers , Rachel Birrell

Summary

In a world where Amazon makes free, fast shipping the norm, customers have high expectations of retailers and brands when it comes to the delivery experience. But to meet those expectations and keep up with the competition, retailers and brands often find themselves overpromising on delivery and then disappointing their customers. By leveraging order management systems (OMSes), retailers can accurately set and meet their customers’ expectations for delivery and fulfillment. This report reviews US customers’ current adoption of and expectations for retail delivery and fulfillment experiences and how OMSes can help retailers meet their customers’ expectations.

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