Order to Cash

Order Management

Order management touches so many pieces of the end-to-end supply chain and order to cash processes that no company can afford to treat it as a separate endeavor. Sub-optimal sourcing and demand planning, or inefficient order entry, will affect delivery and ultimately drive up the cost per order, as well as negatively impact the customer experience.

Genpact's order management solutions place the focus on customer satisfaction by helping our clients deliver a perfect order every time: on time, in full, undamaged, at the correct price, and with all of its required documentation correctly completed.


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Genpact's approach to order management works because we address order management as a critical component of the entire supply chain, rather than a standalone process. This approach draws information from and provides insight into everything from forecasting and demand planning to network and inventory optimization, purchase order (PO) management, production planning and scheduling, freight lane analytics and carrier sourcing, and parts and warranty management.

Genpact’s order management solutions draw on our Lean DigitalSM approach that brings together design-thinking principles, and Lean approaches with digital technologies and analytics, and deep domain expertise. Our method reimagines organizations beyond the front, middle and back office to deliver end-to-end solutions that deliver business outcomes.

The five key building blocks of our solutions encompass:

Order Management business process management services

  • Order entry and fulfillment
  • Pricing, contract management, and master data management
  • Allocation and product supply
  • Logistics administration
  • Inventory optimization

Order management automation

  • Better and faster orders through automated touchless order entry
  • Point solutions for order visibility, proof of delivery management, etc.
  • Data massaging and integration services, such as vendor-managed inventory and global available-to-promise alerts
  • Order and customer portal for faster, more accurate service

Visualization and supply chain control tower
Proactive controls for end-to-end order management leverage a supply chain control tower solution to: 

  • Achieve real-time visibility into operational data across the chain from planning to return
  • Break down operational silos and provide visibility into the performance of key metrics
  • Constantly monitor orders flowing through the supply chain and report data, exceptions, and proactive alerts
  • Facilitate analysis by segments such as carrier performance, geography, inventory network integration, etc.

Order management analytics
Genpact's Digital Smart Enterprise Processes (SEPSM) framework for order management is designed to identify customer and order-level performance gaps and reimagine key business outcomes beyond best-in-class.

To design the right operating model, organizations can adopt Genpact's Customer Experience, Sales Experience, Complexity, Risk (CSCR) framework, which leverages analytics to obtain a customer-level view of risk and complexity in the order management process. The solution recommends the right phasing sequence, risk-mitigation measures, and roadmap to achieve the desired target operating model.

By measuring, benchmarking, and running analytical models, enterprises can understand the root causes affecting key metrics, including on-time delivery, perfect order index, cost, visibility, etc.