Availability Module

Provides detailed and accurate stock information and order fulfilment options. For shoppers, it typically helps to answer the following questions:

• What item is available?
• When and how can I get it?
• How much do I pay in total?
• Where is it available?

For Retailers, it helps to provide near-real-time product availability information and fulfilment options to customers before the buy button, payment cart and checkout pages, refining the options with each step. Additionally, it can determine customer location and delivery method and calculate the time and cost of delivery.

Availability Module features include:

• Get real-time available-to-sell (ATS) stock for any product and its variants to show availability on an e-commerce product details page (PDP), cart and checkout pages, and Point-of-sales system (POS).
• Show different availability for home delivery, store pick-up, or another choice of fulfilment or delivery.
• Obtain all possible fulfilment options for an entire cart in real-time for given quantities, an address, or a pickup location.
• Provide ETA based on fulfilment times and delivery type on home delivery, click and collect, ship-to-store or ship-from-store.

Order Orchestration Module

Allows retailers to track all of the statuses of an order through its lifecycle, from the creation of the Order to its final state. It allows retailers the flexibility to tailor their Order workflow based on their key priorities and manage specific logic for Home Delivery and Click-and-Collect journeys.

Benefits to Retailers include optimally routing orders to reduce the cost of to serve their customers, shipping from the right location every time and optimising sourcing allocation.

Order Orchestration features include:

• Creating orders, managing order appeasement and cancellations, and performing fraud checks.
• Sourcing order times -  to fulfil orders from one or more locations, set a split limit for the number of locations that can fulfil an order or reallocate short-picked items to another location.
• Order Collection - Enable customer order pick-ups (Click and Collect (CC) / Buy Online Pick-up In Store (BOPIS) and manage uncollected orders.
• Multiple order delivery options:
  • Deliver orders directly to the customer's doorstep through Home Delivery (HD) service.
  • Deliver orders to multiple delivery addresses in a single order.
  • Collect order items in different locations in a single order.
  • Select items for delivery and items to collect in a single order.
  • Single requested delivery date and multiple requested delivery dates.
  • Delivery date range.

Inventory Module

It allows retailers to get a unified inventory version across all locations and maintains 'one version of the truth' across all inventory management systems.  

Benefits for retailers include:

• The ability to add or remove store locations from their networks.
• The option to deactivate or activate products or locations allows them to control what's available for sale.
• A user-friendly, seamless experience where the displayed products accurately reflect the inventory available for purchase.

Inventory Module features include:

• Inventory Batch processing - update multiple Inventory Positions at once and update the inventory records to reflect the latest stock count.
• Fulfilment inventory management - fulfilment reservations, sales and cancellations.
• Sales channel availability management - create and manage available to sell stock per channel and manage safety stock.
• Product Management - create and update products and their categories, and manage product variants.
• Control Groups and Controls Management - create, update and manage control groups and controls.

Store Module

Provides order management and fulfilment capabilities in-store by guiding store staff through the day-to-day processes, such as fulfilment options for pick, pack, and shipping of orders, as well as managing order collections and arrivals in the store.  Benefits to retailers include maximising their ability to sell and deliver improved customer experiences in their fulfilment process while reducing costs and operating more efficiently.

Store Module features include:

• Store Pick, Pack and Dispatch.
• Store consolidations and arrivals.
• Batch-pick orders in groups.
• Short pick and reject items to re-route orders.
• Pack items into one or many parcels.
• Capture dimensions and weights on outbound Carrier parcels.
• Customer and Carrier (or Courier) collections.

Service Module

Allows retailers to better understand and respond to how consumers think, act and engage from one end of the buying journey to another.

Service Module features include:

• Returns functionality is used to process returns and refunds when an order cannot be fulfilled, and it also provides exchange options. View example illustration > Returns functionality
• Billing functionality provides the capability to search, view, and edit customer billing accounts. 
• In-flight order revisions allow retailers to revise an in-flight order. View example illustration.
• Appeasements functionality allows customer care agents to offer appeasements to customers in the form of credit, discounts or sending detailed order updates.  View example illustration.

An Example (Appeasement functionality)

Scenario: A customer informs a customer care agent that their parcel which was dropped off outside their front door, was damaged.

In the above situation, the customer care agent can create an appeasement against the order for an identified amount. The outcome of this appeasement is that the customer walks away happy, and the retailer builds greater trust between itself and the customer.  Please note that Appeasements are available at the order level and not at the order item level.

Fluent OMS

Fluent OMS is the primary user interface of Fluent Order Management.  It provides access to manage all areas of the Fluent Order Management Modules:

• Availability Module
• Order Orchestration Module
• Inventory Module
• Service Module
• Store Module

Fluent Store

Fluent Store is the in-store responsive web app that provides the user interface to fulfil orders placed from anywhere. Together with the Store module, they provide store staff with end-to-end order management capabilities, such as:

• pick-and-pack
• ship-from-store
• ship-to-store.

Custom Web Apps

Web Apps can be built using the Order Management Experience (OMX) platform by configuring the pre-built component library, enabling clients to create specific journeys needed to support their customer and business processes.   Developers can also further customize web apps using Software Development Kits (SDKs).

Headless / Third Party Apps

The Fluent platform can be used in headless mode, allowing third-party applications such as e-commerce websites and in-store applications to seamlessly integrate via APIs.