Delivery promise happy customer
6 min

Delivery Promise vs. Reality: Addressing the expectation gap

The Delivery Promise plays a pivotal role in shaping customer expectations and their perceptions of a successful shopping experience. Understanding and meeting these expectations has become paramount for retailers.

By optimising order management and streamlining omnichannel operations, an Order Management System helps break the disconnect between the Delivery Promise made to customers and their actual delivery experience.

A spotlight on the Delivery Promise

Modern consumers are characterised by a huge sense of immediacy and convenience. With the rise of e-commerce giants like Amazon and the prevalence of same-day delivery options, customers now expect seamless and rapid fulfilment of their orders.

This shift is not only influenced by technological advancements but also by changing societal norms and an increasingly competitive market.

Moreover, the demand for a frictionless shopping experience extends beyond the checkout process. Customers now anticipate a streamlined and efficient journey from the point of purchase to the moment their package arrives at their doorstep.

Understanding the nuances of these evolving expectations is crucial for retailers seeking to thrive in the digital marketplace.

Why is the Delivery Promise so important?

Fast and reliable deliveries are no longer just a perk; they’re a prerequisite for maintaining customer loyalty. In a world where time is of the essence, delayed deliveries can lead to frustration and dissatisfaction.

On the flip side, timely deliveries contribute significantly to customer satisfaction, fostering a positive perception of the brand.

Organisations are increasingly investing in logistics and fulfilment strategies to ensure not only speedy deliveries but also the safe arrival of products. Meeting these expectations requires a sophisticated and efficient Order Management System (OMS).

Why is accuracy a must-have when sharing a Delivery Promise?

Accurate delivery promises are not merely about setting realistic expectations; they also reflect a retailer’s operational efficiency. Achieving this delicate balance requires a robust OMS that can orchestrate the entire order fulfilment process seamlessly. This includes real-time inventory management, order orchestration and collaboration with reliable logistics partners.

The role of Order Management Systems in establishing a reliable Delivery Promise

An Order Management System serves as the heart of a retailer’s operations. This software solution is designed to streamline and coordinate the entire order fulfilment process. From order capture to stock management, order processing and delivery coordination, an OMS ensures that each step seamlessly integrates to meet customer expectations.

The significance of an OMS in the delivery promise definition lies in its ability to provide real-time visibility into stock levels, order statuses, and product availability. This transparency is essential for crafting accurate and reliable delivery promises, aligning customer expectations with the retailer’s operational capabilities.

OneStock’s OMS stands out in the market due to its emphasis on agile order orchestration. This approach involves dynamically managing and optimising orders in real time, ensuring that promises made at the point of purchase are realistic. This is achievable thanks to OneStock’s key capabilities:

  • Real-time inventory visibility
  • Order orchestration
  • Seamless integration with logistics partners

Benefits for retailers

The implementation of OneStock’s OMS brings forth a myriad of benefits for retailers, transcending mere promise-setting to enhance overall operational efficiency.

  • Operational efficiency: By providing a unified view of inventory, OneStock’s OMS eliminates silos and inefficiencies. Retailers can fulfil orders faster, reducing lead times and improving overall operational agility.
  • Cost savings: Efficient order orchestration minimises the need for expedited shipping or excessive safety stock. This results in tangible cost savings for retailers, contributing to a healthier bottom line.
  • Enhanced customer satisfaction: The ultimate goal of optimising delivery promises is to elevate customer satisfaction. By consistently meeting or exceeding expectations, retailers using OneStock can build trust, loyalty and positive brand perceptions among their customer base.

Delivery Promise: Setting customer expectations with precision

The promise made to customers regarding the delivery of their orders is a critical step in shaping their overall experience. Setting accurate delivery promises requires a strategic approach that considers various factors, from inventory levels to shipping logistics.

Providing accurate delivery times is a challenge for retailers, influenced by a lot of variables:

  • Stock accuracy: Inaccurate inventory data can lead to promises based on unavailable stock, resulting in delays.
  • Logistics: Dependence on third-party carriers introduces variables beyond the retailer’s control.
  • Geographical challenges: Delivering to diverse locations with varying distances and infrastructures poses challenges.

To fix these usual challenges and maintain a reliable Delivery Promise, here are the common strategies employed by retailers:

  • Fixed time windows: Defining specific time frames for delivery (e.g. next-day delivery or two-day shipping), offering time slots for customers to choose from based on their preferences.
  • Dynamic promises: Using real-time data considering factors like order volumes, inventory availability and location to dynamically adjust delivery promises.
  • Transparency: Providing customers with real-time tracking information to manage their expectations and communicating potential delays or issues upfront.

Why organisations shouldn’t over-promise

The consequences of over-promising and under-delivering extend beyond the immediate transaction. It erodes the bedrock of trust that customers place in a brand:

  • Trust erosion: Failed promises contribute to a breakdown in trust, damaging the customer-retailer relationship.
  • Brand perception: Customers associate a brand with its ability to meet promises, and consistent failures tarnish brand perception.
  • Customer loyalty: Trust and positive experiences drive customer loyalty.

Navigating challenges in Delivery Promises with OneStock OMS

As promises are made and expectations set, the delivery execution becomes the moment where these commitments are put to the test. OneStock’s Order Management System serves as a robust solution to address issues such as inventory inaccuracies and shipping delays.

Order management is a complex process that allows businesses to share reliable Delivery Promises to their clients, and OneStock excels thanks to:

  • Real-time visibility: OneStock’s OMS ensures accurate inventory tracking across all channels, mitigating the risk of fulfilment based on incorrect stock levels. By providing a real-time view of stock availability, retailers can avoid over-promising on products that are out of stock.
  • Order orchestration: OneStock uses advanced algorithms to optimise order paths, choosing the most efficient route for each order based on real-time data.
  • Adaptability: OneStock OMS is designed for agility, allowing retailers to adjust promises dynamically in response to changing conditions, ensuring continued customer satisfaction.

With the right tools, organisations can navigate the complexities related to order management and uphold the promises made to their customers. With its focus on real-time visibility, order routing optimisation and dynamic adaptability, OneStock OMS emerges as a powerful solution to share a precise and reliable promise to customers.

If you want to learn more about Delivery Promise, request a demo today.

Further reading