Jan 09, 2026
AUTHOR(s)
A WNS Whitepaper
Precision and speed define today’s supply chain. Yet most order management systems remain fragmented; slowed by disconnected tools, manual handoffs and siloed data. This leads to costly errors and loss of trust.
The future demands efficiency and simplicity, ensuring every order is on track.
WNS, part of Capgemini, in partnership with ServiceNow, turns complexity into clarity. Combining AI-powered orchestration, real-time analytics and deep domain expertise, OMTRAC unifies the entire order lifecycle on a single connected platform—bringing standardization, visibility and control from intake to fulfillment.
reduced order cycle time
improvement in order accuracy
better fulfillment rate
higher CSAT and NPS scores
boost in First Contact Resolution (FCR)
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With customizable features, businesses can enable increased revenue realization and superior customer experiences
Guided ordering based on history and preferences with the ability to view, track, return, or modify orders effortlessly.
Power multi-channel order ingestion and auto-complete order stages when data is validated, enabling frictionless processing.
Automate document classification, enable rule-based order allocation, and apply standardized metadata to streamline operations.
Redirect anomalies instantly for faster resolution and monitor SLA thresholds at 50%, 75%, and 100% with automated escalations.
Gain real-time insights into orders, backlog, and performance through dashboards, ensuring governance and compliance.
Faster, Smarter O2C Operations, Delivered for a Leading Technology Company
A leading global technology company faced challenges due to decentralized order management workflows, low adoption of key tools, and highly manual, fragmented processes across business units. To address these issues, the client partnered with WNS, part of Capgemini, to transform its end-to-end Order-to-Cash (O2C) operations.
WNS orchestrated a multi-phase, cross-regional transition strategy across the O2C tower, executed through the deployment of the OMTRAC solution. We streamlined order receipt, entry, line-level configuration, metadata definitions and document classification to digitize the order management lifecycle.
Improvement in on-time order processing
Higher first-attempt order success rates and accuracy
Enhanced operational productivity
Reduction in order configuration cycle time
Streamlines processes with standardized systems and intelligent workflows
Prioritizes customer service with intelligent, data-driven allocation
Leverages AI/ML and workflow automation for touchless order management co-created with ServiceNow for a customizable, scalable, agile and responsive solution
Proven B2B and B2C deployments across industries, with seamless integration with existing ERP, CRM and portals for real-time visibility.
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