Frost & Sullivan Names IBM A Leader In Customer Value Within Integrated Commerce Order Management Space

IBM Watson Commerce Order Management Helps Retailers Deliver Outstanding Customer Experience by Optimizing Order Management and Fulfillment

Based on its recent analysis of the integrated commerce order management space, Frost & Sullivan recognizes IBM with the 2017 Global Customer Value Leadership Award for its order management solution, part of IBM’s Watson Customer Engagement portfolio.

Martin Hoff ter Heide

“IBM Watson Commerce order management brings together capabilities, such as inventory visibility, distributed order management, order promising, delivery service scheduling, and reverse logistics. It collects orders from online, call centers, and stores, and it provides transparency through a single view of inventory and demand across channels and throughout the supply chain,” said Martin Hoff ter Heide, Lead Consultant, Integrated Commerce, Frost & Sullivan.

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IBM Watson Commerce order management allows retailers to offer accurate promised delivery dates to customers by taking differences in selling channels into account—such as store, Web, and marketplace—and by closely monitoring inventories. IBM Watson Commerce order management is also capable of proactively providing suggestions of alternative ways of fulfilling an order in case of challenges. It supports a variety of B2B sales models, including direct, through distributors, through a robust partner network, and through a chain of enterprises.

Another differentiator of IBM Watson Commerce order management is its purposeful and user-centric design. This is increasingly characteristic of IBM’s solutions portfolio and is reflected, for example, by user interfaces that provide a consistent user experience across solutions. From a user role perspective, for instance, it empowers store associates through mobile tools with new sources of insight and efficient processing, enabling them to provide better customer service. Store managers can obtain real-time visibility of inventory and a wide range of other store metrics beyond the scope of order management, such as operational efficiency and customer satisfaction. It also empowers fulfillment directors and analysts with analytics, data-driven insight, and recommendations that support their quest to maximize profitability and deliver the best possible customer experience.

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IBM maintains continuous investment in innovation to further enhance scalability and reinforce the use of AI and predictive analytics. As a category-defining leader with a well-honed, best-in-class ability to execute, IBM is well suited to provide outstanding customer value in integrated commerce order management solutions.

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.

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Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

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