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Distributed Order Management System (OMS) for Omnichannel Fulfilment

We implemented an order management layer that orchestrates orders across warehouses, stores and drop-ship vendors. Customers get accurate delivery promises, and stores can fulfil online orders.

Australian home and furniture retailer (composite) · Ecommerce

Distributed Order Management System (OMS) for Omnichannel Fulfilment

Challenge

Inventory accuracy across stores and bulky items with complex delivery slots. We introduced safety stock buffers, cycle-count integration and slot-based capacity for delivery crews.

Approach

The OMS provides a real-time available-to-promise view aggregating warehouse, store and vendor stock. A sourcing engine chooses fulfilment locations based on stock, distance, cost and capacity, and supports split shipments and click-and-collect. Event-driven integration (Kafka) connects the ERP, WMS, carrier APIs and storefront. A store app handles pick, pack and handover, and a customer service console supports modifications, cancellations and returns.

Outcome

More accurate delivery promises at checkout Store stock now sellable online, reducing markdowns Illustratively ~20–30% fewer where-is-my-order contacts Faster, more flexible fulfilment through ship-from-store and click-and-collect Single order view for customer service

✓More accurate delivery promises at checkout
✓Store stock now sellable online, reducing markdowns
~20–30%Illustratively fewer where-is-my-order contacts

Problem solved

Orders were tied to one warehouse, stock in stores could not be sold online, and delivery dates were often wrong, driving cancellations and support calls.

What we built

The OMS provides a real-time available-to-promise view aggregating warehouse, store and vendor stock. A sourcing engine chooses fulfilment locations based on stock, distance, cost and capacity, and supports split shipments and click-and-collect. Event-driven integration (Kafka) connects the ERP, WMS, carrier APIs and storefront. A store app handles pick, pack and handover, and a customer service console supports modifications, cancellations and returns.

Benefits

More accurate delivery promises at checkout Store stock now sellable online, reducing markdowns Illustratively ~20–30% fewer where-is-my-order contacts Faster, more flexible fulfilment through ship-from-store and click-and-collect Single order view for customer service

OMSAvailable-to-promiseKafkaERPWMSClick-and-collect

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