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Order Management with aroma®

Omnichannel means omni-convenience -

Inspire customers, maximise margins

Explanation video

Inspire Customers Quickly, Profitably and Sustainably

Consumer shopping behavior has changed: Customers expect a consistent shopping experience across all channels. While customers' demands are rising, the economic pressure on companies is increasing at the same time.

To deliver compelling customer service across all touchpoints and make money at the same time, companies need to handle all omnichannel processes highly efficiently and optimize them from a business perspective. A consistent, cross-channel shopping experience for your customers therefore requires the dovetailing of all systems. The challenge is usually to link long-established classic store processes with parallel e-commerce systems and numerous new processes and systems.

We will show you how this works with our Order Management System using the example of a fictitious company.

Profit From the "Hidden Champion" Arvato Systems With the aroma® Order Management System

> 15
years in the Omni-Channel
> 50
customers in the area of order management
> 25
billion euros Omni-Channel order value processed
> 150
> 10,000
branches served
> 250.000
orders per day realizable

The aroma® Order Management System as a Solution

A consistent, cross-channel shopping experience for customers requires an interlocking of all systems. In most cases, the challenge is to link long-standing classic branch processes with the e-commerce systems that were set up in parallel at the time and the numerous new processes and systems. The solution can be an order management system: aroma® is consistently designed to integrate and control all processes along the entire retail value chain, enabling companies to react flexibly to changes in customer buying behavior at any time.

The Benefits of aroma®

Inspire customers seamlessly

Manage economically successful

Simplified IT architecture

Inspire customers seamlessly

Customers expect comprehensive services, such as the option of being able to pick up, pay for or return items purchased online in stores.

We have developed aroma® to enable this outstanding service. This is ensured by extensive basic functions and expansion modules such as the Service Center Module and the In-Store Module for all Omni-Channel store processes including ship-from store with functions such as:

  • Click & collect
  • Online reservation of stocks in stores
  • Pick in Store and Ship from Store
  • Endless Aisle: Take orders in the store for articles that are currently not in the area
  • Connection of cash register systems and management of financial processes
  • Customer Service Module for perfect customer service
  • Managing prices and campaigns

Arvato Systems has supported retailers in numerous countries with regard to omni-channel processes. These decades of experience have gone into the aroma® Order Management System - so that you too can easily inspire your customers.

Manage economically successful

Shareholders expect sustainable growth and returns. To achieve this, omni-channel processes must also be highly automated and optimized. Benefit from our experience and the latest version of the Order Management System aroma® with numerous functions that have been tested in practice and which specifically save money, such as

  • Risk and fraud checks of incoming orders
  • Identification of the optimal place of delivery of articles independent of the order location according to criteria such as inventory, capacity, costs, time or customer status
  • Control of the accompanying financial processes
  • Efficient mapping of all required Omni-Channel store processes (such as ship- from-store)
  • Comprehensive reporting with alerts and hints for next best actions
  • Comprehensive control and configuration options, including the option to launch new countries quickly and to efficiently target business partners from the logistics, transport, customer care or finance sectors.

Modern trade is an art. The cost-efficient mapping of processes is an essential part of it. aroma® makes a central contribution to the efficient mapping of all omni-channel processes and thus improves the bottom line of retailers.

Simplified IT architecture

For many companies it is a matter of course that an e-shop system is needed if they want to implement e-commerce. But this assumption, which sounds so obvious, is wrong. Those who have a powerful OMS such as aroma® and other common expert systems can (but of course do not have to) confidently do without an e-shop system within the framework of the usual e-commerce IT architecture. Talk to us to find out how you can simplify your IT and save on an e-shop system.

The Most Important Functions of aroma®

Distributed Order Management (DOM)

All inventories, delivery locations, articles, orders and customer data are held in the DOM, and this is where the central business logic for optimizing the Omni-Channel processes lies. Orders are delivered from the optimal location.

Drop shipping

Provide Drop Shippers with a solution to efficiently serve their customers.

Omni-Channel Customer Service - Customer Care Module

With the Customer Service Module you always have a perfect overview of all orders and customer data and can provide comprehensive customer service and make necessary changes, such as replacement deliveries or the allocation of bonus points.

Inspiring service can be quite simple

Omni-Channel Store Processes - In-Store Module

Store employees need an efficient and intuitive tool for omni-channel processes - the aroma® in-store module is field-tested and offers all the necessary functions: from Click & Collect and payment processes in stores to pick-in-store and ship-from store.

Inspire customers & employees with the in-store module

Prices & Promotion

Manage prices and promotions centrally for all channels and keep a perfect overview, even to pay out the right amounts in case of partial returns.

Manage across all channels - integrated online and offline

Easy administration

With this administration console you make yourself largely independent from service providers and increase your flexibility at reduced costs.

Your team manages all central processes independently

Reporting, Monitoring & Alerts

aroma® provides comprehensive reports on the status of the business. In addition, running processes are automatically monitored in the background. Anomalies are detected and escalated so that challenges can be resolved early on. Overall, this increases customer satisfaction at reduced costs.

Comprehensive reports and proactive notifications facilitate the Omni-Channel business


White paper - omni-channel order management

Our white paper reveals the best practices retailers can use to address the challenges of omni-channel order management.

Therefore aroma® Is the Best Solution If You ...

... want to increase your sales revenue and your customers’ order volumes through increased customer loyalty and a consistent shopping experience across all sales channels, regardless of whether your customers are shopping online on their smartphone, tablet, or PC or directly in their local brick-and-mortar store.

... want to offer your customers complete flexibility while they shop and give them the freedom to choose during every phase of their shopping experience whether they want to carry out a transaction online or offline.

... want to ensure that your omni-channel commerce processes are so optimally designed that consistent order management is always guaranteed – efficient, precise, and cost-effective, even if your customers change or cancel their orders.

... want to offer your customers a consistent but localized product range during every phase of their customer journey in every country where you offer your products – before their purchase, during their purchase, during fulfillment, during returns, and for future purchases. 

... want to be independent from suppliers rather than being tied to individual providers.

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Your Contact for Omnichannel Solutions

Marcel Muscat
Expert for Commerce Solutions