The Forrester Wave™: Order Administration Programs, Q1 2025, our most up-to-date analysis of OMS suppliers, highlighted the evolution of a market that’s reinventing itself as we communicate. Our new report, Classes Discovered From The Forrester Wave™: Order Administration Programs, Q1 2025, identifies notable classes from the analysis, suggestions from buyer references, and generative AI (genAI) use circumstances so as administration methods.
Three Greatest Takeaways From The OMS Wave
- Vendor complacency leaves them open to substitute. Most reference prospects we interviewed didn’t champion their vendor companion, but we don’t anticipate many digital companies to hunt a full OMS substitute within the close to future. Nonetheless, OMS distributors can’t keep complacent and should deal with rifts. Buyer complaints we heard included poor communication and unfulfilled guarantees that distributors made throughout the gross sales cycle.
- GenAI use circumstances concentrate on the enterprise consumer. Our analysis additionally reviewed piloted and lately launched genAI initiatives from OMS distributors. Many of those genAI options middle on instruments to enhance the experiences within the OMS consumer interface. Distributors leverage genAI significantly for workflow automation, order orchestration, and summarization options within the UI. Much less generally, chatbot assistant options assist shoppers with merchandising and analytics.
- Companies notice that “the way in which they’ve executed it for years” isn’t sufficient anymore. To resolve their enterprise wants, enterprise leaders should determine the key features which might be lacking from their commerce tech ecosystem. The required core features for OMS — similar to order orchestration, stock visibility, customer support, and retailer success instruments — don’t change. However the market’s expectations do change, so an OMS that doesn’t present near-real-time stock availability simply received’t reduce it anymore. Zooming in on the performance somewhat than the software program can assist companies determine whether or not changing a platform is the precise alternative for them.
For additional insights, learn our newest report. Need to discuss extra about your individual OMS or commerce answer wants? Let’s catch up — Forrester shoppers, please guide a steering session or inquiry with me!
