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Perspectives | Whitepapers

Seamless. Precise. Standardized. Smart Order Management, Built for Tomorrow

Transform fragmented order cycles into intelligent, unified and future-ready operations

Sep 18, 2025

AUTHOR(s)

A WNS Perspective

WNS offers intelligent AI-powered Order Management (OM) services that enable enterprises to break from legacy limitations and lead in today’s complex, omnichannel marketplace. Backed by deep domain expertise, our digital-first, human-led solutions deliver agility, insight, and operational efficiency across the entire order-to-cash lifecycle.

From touchless order capture to utilizing predictive analytics to ensure delivery assurance, our integrated modular solutions drive precision, speed, and complete control. We help build a centralized OM system with standardized workflows, intelligent digital order orchestration, process digitization, and real-time visibility, enabling businesses to scale and be future-ready.

New business processing

15 to 20%

reduction in order cycle time

New business processing

10 to 15%

improvement in order accuracy

New business processing

Up to 20% boost

in order fulfillment rate

New business processing

10 to 20%

better customer satisfaction scores

New business processing

10 to 20%

faster First Contact Query Resolution (FCR)

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Challenges We Solve in AI Order Management

  • Non-standardized processes and systems

  • Disjointed order-to-cash orchestration

  • Reactive approach to customer service for issue resolution

  • Limited scalability and standardization

  • Absence of digital orchestration, driving inefficiencies and errors

What We Do

WNS builds a smarter order management process for enhanced visibility across the entire value chain, driving process optimization, accuracy and customer satisfaction

  • Master data enrichment

  • Master data sanity check

  • Master data creation, modification & extension

  • Customer contract management

  • Contract amendments

  • Contract compliance

  • Omni-channel management

  • Order validation and entry

  • Order acknowledgement

  • Sales order and delivery creation

  • Invoice creation

  • BOM (bill of materials) management

  • Demand configuration management

  • Order holds management

  • Order expedite

  • Escalation management

  • Shipment entry

  • Carrier allocation and load acceptance

  • Transport planning

  • Shipment booking & confirmation

  • Track and trace

  • Freight claims management

  • RMA activation, approval & processing

  • Repair vendor follow-up

  • Returns order management

  • Service management order

  • Order status management

  • Customer and service queries

  • Invoice processing

  • Invoice dispute management

How We Deliver

We leverage a powerful stack of proprietary technologies, strategic partnerships and domain-led solutions to offer customized, result-oriented accelerators and frameworks

Hyperautomation for Touchless Order Management across the value chain with minimal human intervention

AI-powered Order Intelligence across validation, fallout capture, exception management and delivery assurance prediction

Self-Service Portals with self-service order inquiry, placement, modification, tracking, cancellation and query resolution

Predictive and Prescriptive Order Analytics spanning trend analysis, forecasting and prescriptive recommendations

Interactive Dashboards for Real-time Visibility into order status, backlog trends, performance metrics and agent productivity

Hybrid Support for process-driven customer service and personalized experiences

Boost governance and compliance with a standardized framework covering SLAs, escalation protocols and regulations

Success Story

Travel Finance Operations

Transforming O2C for a Leading Global Software Provider

Business Challenge:

The company was struggling with decentralized workflows, low adoption of key tools and highly manual, fragmented processes across business units.

Solution:

WNS implemented a phased lift-and-shift transition across multiple business towers, supported by a cross-border knowledge transfer model. The transformation included digital maturity assessments, order form rationalization and RPA-led order digitization. As the partnership evolved, the engagement expanded to include quotes, order management and treasury operations.

Outcomes:

  • 16% improvement in order management timeliness

  • 23% increase in first-time-right orders

  • 15% productivity gains

  • 40% reduction in order cycle time

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