Description

Introduction:

In a world where customers expect flexibility, speed, and convenience, omnichannel order management is key to delivering superior retail experiences. Manhattan Active Omni provides a cloud-native, microservices-based platform designed to unify inventory, orders, and customer interactions across every channel. This course focuses on how businesses can effectively leverage Manhattan Active Omni to implement intelligent order fulfillment strategies, real-time inventory visibility, and seamless customer service across digital and physical touchpoints. Perfect for IT professionals, business analysts, and supply chain specialists, this course explores end-to-end capabilities of the order management module within Active Omni.

Prerequisites:

Participants should have:

• Basic understanding of retail or supply chain operations.

• Familiarity with order management concepts.

• Some exposure to cloud or SaaS platforms is recommended.

• (Optional) Experience with Manhattan Associates solutions.

Table of Contents:

1. Understanding Omnichannel Order Management

• 1.1 What is Omnichannel Order Management?

• 1.2 Key Challenges in Modern Retail Fulfillment

• 1.3 Value of Unified Order Management in Omnichannel Retail

2. Introduction to Manhattan Active Omni

• 2.1 Platform Architecture Overview

• 2.2 Microservices and API-First Design

• 2.3 Deployment Model and Cloud Capabilities

3. Core Order Management Capabilities

• 3.1 Distributed Order Management (DOM)

• 3.2 Order Capture and Sourcing

• 3.3 Inventory Availability and Promising

• 3.4 Lifecycle Tracking and Fulfillment

4. Omnichannel Fulfillment Scenarios

• 4.1 Buy Online, Pick Up In Store (BOPIS)

• 4.2 Ship From Store

• 4.3 Ship to Store

• 4.4 Curbside Pickup and Same-Day Delivery

5. Inventory Visibility and Accuracy

• 5.1 Real-Time Inventory Sync Across Channels

• 5.2 Safety Stock, Holds, and Allocation Rules

• 5.3 Inventory Segmentation for Omnichannel

6. Configuring Order Flows

• 6.1 Business Process Modeling in Active Omni

• 6.2 Workflow Configuration and Rules Management

• 6.3 Order Lifecycle Events and Exceptions Handling

7. Returns, Exchanges, and Reverse Logistics

• 7.1 Creating a Unified Returns Experience

• 7.2 Managing Exchanges and Refunds

• 7.3 Handling Return-to-Vendor and Disposition Paths

8. Customer Engagement and Support

• 8.1 Agent Experience with Order Search and Resolution

• 8.2 Communication and Notifications

• 8.3 Handling Customer Preferences and Profiles

9. Integration & Extensibility

• 9.1 Integrating OMS with POS, ERP, CRM, and WMS

• 9.2 RESTful APIs and Webhooks

• 9.3 Event-Driven Architecture and Data Flow

10. Monitoring, Analytics, and Reporting

• 10.1 Operational Dashboards and Alerts

• 10.2 Fulfillment Performance KPIs

• 10.3 Order Health and Audit Trails

11. Best Practices and Real-World Use Cases

• 11.1 Strategies for Successful Omnichannel Rollouts

• 11.2 Lessons Learned from Retail Deployments

• 11.3 Performance Optimization and Tuning Tips

Manhattan Active Omni equips retailers with the agility to meet customer expectations through intelligent, flexible, and responsive order management. This course empowers participants to design and manage efficient omnichannel fulfillment networks by leveraging the full power of Active Omni. Armed with real-world best practices and hands-on knowledge, learners will be prepared to lead digital commerce transformation initiatives with confidence.