PRISM MultiChannel Order Management
Orders, inventory and fulfillment in one platform
PRISM MultiChannel Order Management brings orders, inventory availability, fulfillment and customer service together. It coordinates the complete order lifecycle, from order capture and delivery promises through fulfillment, returns and reconciliation, across B2B and B2C sales channels.
- 01Order capture
- 02Inventory and promising
- 03Fulfillment and returns
Business benefits
What teams gain
- 01
Reliable fulfillment commitments
Make delivery promises from inventory, incoming supply, location capacity and delivery requirements, and re-source orders when a location cannot ship.
- 02
Inventory used more effectively
Consolidate availability across warehouses, distribution centers, stores and suppliers, and reserve, allocate and release it as orders change.
- 03
Less manual intervention
Bring order activity and exceptions into one operational view, so duplicate orders, holds and failed integrations reach the team that resolves them.
What is multichannel order management?
Multichannel order management coordinates customer orders from every sales channel in one process. It captures and validates each order, checks inventory across locations, promises a delivery date, chooses where to fulfill, and follows the order through shipment, invoicing and returns, while the ERP stays connected for back-office processing.
The order lifecycle
From every sales channel to delivery, and back again
Orders from each channel enter one lifecycle. Each is validated, promised against inventory across locations, sourced and fulfilled, and followed through returns and reconciliation, while the ERP stays connected.
Capabilities
What PRISM MultiChannel Order Management does
- 01
Centralized order capture
Capture orders from eCommerce websites, marketplaces, customer portals, EDI, APIs, sales representatives, customer service and mobile applications.
- 02
Inventory visibility and availability
Consolidate availability across warehouses, distribution centers, stores and suppliers, and distinguish on-hand, reserved, available, in-transit and expected inventory.
- 03
Order promising and intelligent sourcing
Calculate available-to-promise quantities and expected dates, then select fulfillment locations with configurable rules for service, cost, proximity and availability.
- 04
Configurable order orchestration
Define workflows by customer, channel, product, geography and order type, with approval rules, credit holds, fraud review and exception routing.
- 05
Omnichannel fulfillment
Support warehouse delivery, ship from store, buy online and pick up in store, curbside pickup, ship to store and supplier drop shipping.
- 06
B2B and complex order management
Manage customer-specific catalogs, pricing and terms, blanket and recurring orders, multiple ship-to locations, kits, bundles and international orders.
- 07
Customer service, returns and payments
Give service teams one view of orders, shipments and returns, and coordinate payment authorization, invoicing and financial exceptions with connected services.
- 08
ERP and trading partner connectivity
Connect order processing with 38 ERP systems through PRISM's order connector, and exchange orders, acknowledgments, ship notices, invoices and inventory updates through EDI and APIs.
Order capture and inventory
Capture every order and know what you can promise
Orders come from many channels. PRISM validates each one and checks it against inventory across every fulfillment location before a delivery date is promised.
Centralized order capture and management
Capture orders from every channel, convert emailed, PDF and Excel orders into structured transactions through PRISM SmartConvert, and keep one view of orders, line items, fulfillment status and history.
Validation and exceptions
Validate customer details, product identifiers, quantities, pricing and required order information. Detect duplicate orders and hold exceptions for review. Support changes, cancellations, substitutions, backorders, preorders and scheduled releases.
Inventory visibility and availability
Consolidate availability across warehouses, distribution centers, stores, suppliers and other locations. Reserve inventory against orders, release reservations when orders change, and apply safety stock, buffers, channel allocations and customer priorities.
Order promising and intelligent sourcing
Calculate available-to-promise quantities and expected fulfillment dates. Split orders across locations or consolidate them, re-source when inventory becomes unavailable, and support alternate products, partial fulfillment, backorders and supplier direct shipment.
Orchestration and fulfillment
Coordinate execution across systems and locations
Order workflows span the ERP, warehouses, stores, suppliers, payment and transportation systems. PRISM coordinates them and tracks each order to delivery.
Direct Store Delivery ManagementConfigurable order orchestration
Define workflows by customer, channel, product, geography and order type. Manage dependencies between inventory reservation, payment authorization, fulfillment release, shipment and invoicing, and track orders at risk of missing promised dates.
Omnichannel fulfillment
Support warehouse delivery, ship from store, buy online and pick up in store, curbside pickup and ship to store, with supplier drop shipping, cross-location transfers and mixed fulfillment within one order.
Shipping, delivery and PRISM Direct Store Delivery
Coordinate picking, packing, staging and shipping, manage partial shipments and delivery appointments, and connect parcel, freight, local delivery and PRISM Direct Store Delivery workflows. Capture tracking, delivery confirmation and signatures.
B2B and complex orders
Manage customer-specific catalogs, cross-references, pricing and payment terms. Support purchase orders, blanket orders, contract releases, recurring orders, multiple ship-to and bill-to relationships, kits, bundles, and international orders with multiple currencies and languages.
Service, returns and finance
Support customers after the order is placed
Customer service and order visibility
Give service teams a consolidated view of orders, shipments, returns and outstanding issues. Search by order, purchase order, shipment or product, create orders on behalf of customers, and keep an audit trail of changes, communications and approvals.
Customer notifications and self-service
Send order confirmations, shipment updates, pickup notifications and delay alerts. Support customer self-service for order status, tracking, cancellation requests and returns.
Returns, exchanges and after-sales service
Create return merchandise authorizations, including store returns for online purchases. Record reasons, condition and inspection results, coordinate exchanges, refunds, credits and repairs, and route returned products to restocking, refurbishment, quarantine or disposal.
Payments, billing and financial coordination
Coordinate payment authorization, capture, adjustments, voids and refunds through connected payment services. Support split payments, deposits, credit terms and holds, align invoicing with shipment or delivery milestones, and exchange invoices, credit memos and payment status with financial systems.
Integration and control
Connected to your systems and partners, with operational control
ERP, platform and trading partner connectivity
Connect order processing with 38 ERP systems through PRISM's order connector, and integrate with eCommerce platforms, marketplaces, warehouse management, transportation, CRM and payment systems. Exchange orders, acknowledgments, shipment notices, invoices, inventory updates and status messages through EDI and APIs.
Document and portal automation
Automate document-based order intake through PRISM SmartConvert and portal-based processes through PRISM-WebConnect. Apply customer and trading partner mappings, validation rules and routing requirements.
Monitoring and recovery
Monitor integration failures and support traceable recovery and reprocessing. Route actionable alerts to the teams responsible for resolution.
Reporting, roles and audit
Provide dashboards for order volume, fulfillment progress, backorders, inventory exceptions and service performance. Monitor fill rates, on-time shipment, cancellations, returns and cycle times by customer, channel, product, location and trading partner. Apply role-based access, approval permissions and audit logging.
Where it fits
Where teams use it
Distributors selling through many channels
Bring EDI, web, portal and emailed orders into one process with shared validation, availability and fulfillment rules.
Retail and ship-from-store fulfillment
Fulfill from warehouses, stores or suppliers, offer pickup and ship-to-store options, and handle returns across channels.
Complex B2B accounts
Handle customer-specific catalogs and pricing, blanket and recurring orders, and multiple ship-to locations.
Frequently asked questions
Does PRISM MultiChannel Order Management replace our ERP?
No. It connects customer-facing channels with back-office order processing through an order connector that supports 38 ERP systems. Your ERP remains connected for the processing it performs.
Which sales channels can it capture orders from?
eCommerce websites, marketplaces, customer portals, EDI, APIs, sales representatives, customer service and mobile applications. Orders received by email, PDF or Excel are converted into structured transactions through PRISM SmartConvert.
Does it support ship from store and buy online, pick up in store?
Yes. Fulfillment options include warehouse delivery, ship from store, buy online and pick up in store, curbside pickup, ship to store and supplier drop shipping.
How does it relate to PRISM Direct Store Delivery?
PRISM Direct Store Delivery workflows connect to order management for route sales, truck inventory and delivery execution. See the Direct Store Delivery page for that solution.
Talk to an EDI/API Expert about multichannel orders
Tell us which channels you sell through, which ERP you run and how you fulfill today. We will outline how orders would flow.