Transform customer experience with unified order management

Reach new levels of customer centricity with Salesforce

An Order Management System (OMS) is the backbone of the ordering and fulfillment process. A unified OMS is crucial for delivering exceptional Customer Experience (CX) – it is the deciding factor between customers’ loyalty or their willingness to switch to a competitor. A unified OMS can strengthen revenue streams, and reduce expenses, leading to improved business performance.

According to Forrester, 90% of customers believe their experience during the order journey is as significant as the product or service itself. However, a traditional OMS faces significant challenges, such as relying on manual processes, generic order journeys, duplicate leads, and inflexible systems, which negatively impact CX.

Service providers must use a unified order management system to overcome these obstacles. Salesforce OMS, a single platform that facilitates integration with various systems and data sources, delivers a comprehensive view of the customer and their orders across all channels. Although the Salesforce OMS platform is extremely powerful, service providers must take the right implementation approach to achieve maximum benefits.

Salesforce OMS for CX transformation: A strategic implementation approach


To deliver a consistent CX, service providers must employ a holistic and customer-centric implementation approach that encompasses the entire order journey, viewed through three different lenses:

  • Lens 1: Examine primary shortcomings during order capturing and address issues
  • Lens 2: Investigate major inefficiencies in the order orchestration stage and resolve issues
  • Lens 3: Analyze, identify, and resolve gaps in customer service stage and deliver exceptional CX through automation

The recommended implementation approach effectively addresses challenges and reduces OMS implementation time by up to 40%, accelerating order journey towards a modernized system and enhancing CX.

Salesforce OMS offers a unified platform that can integrate with various systems and data sources, providing a comprehensive view of the customer and their orders across all channels.

Product Engineering

Unlock the power of AI to net visual bugs

Accelerate visual testing using AI and achieve better accuracy at lower operational costs

According to Browser stack, 67% of businesses conduct visual testing manually to detect and fix visual bugs.

However, manual testing to detect visual bugs has posed several challenges that affect productivity, such as:

  • Testing multiple aspects – Every single component in a UI requires thorough testing
  • Frequent UI changes lead to a redundant and prolonged testing process
  • Inconsistency in UI across platforms – Different UIs across different digital channels, such as browsers (both mobile and web versions), mobile apps, and operating systems (Android & IOS), make it difficult to conduct thorough testing

To overcome the aforementioned challenges, service providers must use AI to automate the process of visual testing to detect bugs quickly and efficiently, improve accuracy and reduce operational costs.


Fig: AI-driven test automation for visual testing

Implementing AI-driven test automation can accelerate testing with better accuracy, enhanced test coverage, and lower operational costs.

Media & Entertainment

Delivering captivating entertainment experiences

How connected platforms and streaming firms can consistently deliver great CX across complex content delivery networks and ensure the highest levels of quality of experience (QoE)

As the streaming wars intensify, delivering an exceptional customer experience becomes a key differentiator in gaining and retaining subscribers. It’s not just about the content anymore, viewers want a high-quality, engaging, and enriching experience that caters to their needs and desires.

Delivering a brilliant customer experience (CX) and helping digital companies navigate the complex content consumption and delivery ecosystem is critical. Digital companies must contend with multiple variables and validate engineering and customer views of QoE KPIs to ensure optimal experiences.

Major challenges in assuring delightful customer experiences include:

  • Siloed data platforms – A central data hare that collects and correlates data for predictive insights from multiple sources is critical.
  • Lack of continuous monitoring – Implementing a continuous monitoring mechanism for all the critical CX impacting backend video services (100s of microservices) can be difficult
  • Issues with performance tracking – Measuring and monitoring audio/video performance KPIs (such as MOS, re-buffering, slow start-up time, etc.) can be complex

Customer Experience Assurance (CXA) framework continuously enhances engineering and customers’ view of QoE – positioning the company for continued leadership.