Ernie Schell's Guide to SaaS Provider and Systems

Content related to this article can be found in the Dec/Jan 2012 issue of Multichannel Merchant. Do you subscribe? Click here and create an account!

Here’s a rundown of comprehensive order-management systems that serve the multichannel merchant arena with SaaS platforms. These are listed in alpha order within two categories: provider-hosted-only solutions and solutions with multiple hosting options.

Provider-hosted-only options:

CIO Direct: A completely Web-based system designed for the third-party fulfillment industry. System can be set up for fulfillment-only or full service (order-taking, credit-card processing, customer service and fulfillment). Full service includes modules for cross-docking, assembly, limited-edition tracking, consignment inventory, continuity, installment plans, drop-shipping, automated remote printing for multiple fulfillment centers, container receiving, collection handling, membership programs, gift-card management, offer management, fraud/credit filters, and warranty upsell and management.

CORESense On-Demand Retail Management Software: Includes modules for retail POS, e-commerce/m-commerce, order management, merchandising and CRM/marketing, and fulfillment from multiple warehouses. Also supports affiliate management, supply-chain management, digital-asset management, product configuration, eBay sales, Amazon seller integration, order lifecycle automation, EDI, search-engine optimization, role-based access control, customer loyalty programs and tax-exempt customers.

iCongo: Started as an e-commerce platform, but now offers order management, call center/customer service, warehouse management, distribution and fulfillment components, plus returns management and advanced shipping logic/functionality to support shipping from multiple warehouses and/or store locations. Also offers an “endless aisle/guided selling” module, plus marketing and merchandising components. Merchants can configure inventory silos, target customers by channel preference, share loyalty, gift-card and other data across channels, and fulfill and return orders from any designated location.

NetSuite: The largest provider of cloud-based order-management. NetSuite uses Oracle’s database to run comprehensive management-module sets for 10,000+ multichannel merchants of all sizes. Functionality spans all inventory management/fulfillment and CRM, plus professional services management, manufacturing, analytics and accounting. Counter-intuitively, they also support more user-focused customization than many other cloud providers.

OMX (Order Motion): Includes email and campaign management, continuity management/analytics, and order source analysis. OMX highlights critical information and trends in item, order and customer data within a merchant's database and presents it in visual dashboard displays. Customizable widgets housed in the dashboards enable merchants to better manage role-based workflow, from marketing and merchandising tasks to accounting, customer service and warehousing.

On-Demand eCommerce Platform (Orderdynamics): Includes email marketing, content management, promotions management, “searchandizing,” personalization, affiliate and loyalty management, and management of multiple e-commerce platforms. A mobile commerce module provides a completely integrated m-commerce site (runs on the same platform, under HTML5), providing channel segmentation to launch mobile-only promos.

OpenMCR: This is an open-source system, i.e., programmable/customizable by users, who have full access to the source code. It is built on Compiere Professional, an open ERP solution, and features automated upgrade technology, multi-language support, workflow management, role-based security (at field level), comprehensive online help, and comprehensive audit controls in a fully services-oriented architecture.