Online shopping this 2011 holiday season has been the most successful year on record with consumers spending $1billion dollar on each Black Friday, Cyber Monday, and Free Shipping Day. However, merchants had to ensure that their order management systems were equipped to handle the influx of orders in order to keep customers satisfied with your order processing.
Multichannel Order Manager provided merchants the tools and functionalities needed to ensure they had real time and accurate inventory management and order processing across all channels. Failure to implement the proper order management solution results in customer complaints and even worse canceled orders can result in lost of customer trust and customer retention.
Two big merchants this year experienced this problem first hand: Best Buy and Barneys. Best Buy customers are swarming to user forums to complain as Best Buy cancels orders due to a glitch in their order management solution. Best Buy was forced to cancel customer orders from November and December and leaving many holiday shoppers with no gifts this year. Best Buy stated in a statement this week: “Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers’ online orders. We are very sorry for the inconvenience this has caused and we have notified the affected customers.”
It also appears that high-end retailers, Barneys, experienced a similar technical glitch in their online order management system and was also forced to cancel several holiday orders. These last minute order cancelations resulted in a number of unhappy customers this holiday season. Barneys made a statement saying “We, at Barneys New York, are sincerely apologetic for any inconvenience that occurred while holiday shopping on barneys.com this past week. We are personally reaching out as quickly as possible to every customer who has been affected by this limited, but unfortunate, IT glitch. We deeply value our customers and their satisfaction is most important to us. Again, please accept our deepest apologies.”
Don’t make the same mistake these big name retailers made this holiday season. Multichannel Order Manager v8 provides the most flexible and complete order management solution small and medium-sized businesses need to successfully fulfill all orders and keep your customers satisfaction high. Click here for more information on Multichannel Order Manager v8 or here for free trial.