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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)

Challenges We Solve in AI Order Management

Underpinned by Verisk’s FAST policy administration system, WNS’ SKENSE and partner solutions, our platform eliminates the need for middleware or patchwork integrations, offering end-to-end transformation.

Lack of a unified global order management strategy, leading to non-standardized processes and systems

Disjointed order-to-cash orchestration, affecting agility and commercial alignment

Reactive approach to customer service for issue resolution

Decentralized, relationship-driven order management model limiting 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

Enable fully automated order handling and seamless workflow orchestration across the value chain with minimal human intervention

AI-powered Order Intelligence and Exception Handling

Drive intelligent order validation, fallout capture, exception management and delivery assurance prediction

Customer Empowerment via Self-Service Portals

Enhance customer collaboration with self-service order inquiry, placement, modification, tracking, cancellation and query resolution

Predictive and Prescriptive Order Analytics

Distill data-driven intelligence with end-to-end order analytics spanning trend analysis, forecasting and prescriptive recommendations

Interactive Dashboards for Real-time Visibility

Gain powerful insights into order status, backlog trends, performance metrics and agent productivity

Hybrid Support for Personalized Customer Experiences

Offer personalized, process-driven customer service across channels

Global Order Governance with SLAs and Compliance Controls

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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