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.

15 to 20%

reduction in order cycle time

10 to 15%

improvement in order accuracy

Up to 20% boost

in order fulfillment rate

10 to 20%

better customer satisfaction scores

10 to 20%

faster First Contact Query Resolution (FCR)

Challenges We Solve in AI Order Management

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 and Contract Management

• Master data enrichment

• Master data sanity check

• Master data creation, modification & extension

• Customer contract management

• Contract amendments

• Contract compliance

Order Receipt and Entry

• Omni-channel management

• Order validation and entry

• Order acknowledgement

• Sales order and delivery creation

• Invoice creation

Order Configuration and Administration

• BOM (bill of materials) management

• Demand configuration management

• Order holds management

• Order expedite

• Escalation management

Shipment Planning and Execution

• Shipment entry

• Carrier allocation and load acceptance

• Transport planning

• Shipment booking & confirmation

• Track and trace

• Freight claims management

Returns Management

• RMA activation, approval & processing

• Repair vendor follow-up

• Returns order management

• Service management order

Customer Service Helpdesk and Reporting

• 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

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