IHL Insight The Order Management Market 2021

The Order Management Market
An IHL Retail Executive Advisory Program Research Study

Authors
Jerry Sheldon
Lee Holman
Greg Buzek
September 2021
IHL Retail Executive Advisory Program
IHL has been advising the retail community (vendors and retailers alike) since 1996 in retail information technology
evolution and strategy. Initially our focus was on point of sale software, hardware and in-store technology. But over
the years our focus has grown to cover all of retail information technology including commerce solutions, ERP,
merchandising/supply chain, sales and marketing, and business intelligence.
Over the years we’ve amassed a tremendous amount of primary- and secondary-source data through first-hand
consulting experience in this pursuit. From this ever-growing knowledge base of offerings like our Sophia Data
Service, the Worldview IT Sizing Forecast Model and custom research projects, insight has been gained at a level
unparalleled in the industry.
The IHL Insight Market View series of research studies build upon this knowledge and adds analyst insight to
graphically display vendor positioning, drive for innovation and projected growth.
The goal of this report, as well as the entire IHL Retail Executive Advisory Program (REAP), is to provide the retail
community with the most detailed and complete picture possible of the retail technology landscape. We do this to
assist retailers in vendor selection and to help the industry understand the trends, drivers and barriers that are
fundamentally transforming our industry. It is our intent that this body of research continue to grow in depth and
influence over the coming years. Undoubtedly, changes will be made and vendor positions will change. Some vendors
will bring innovative solutions to the industry that will see their clients flourish and experience new heights of their own
success. Their positions on the various IHL Insight Market View charts will improve. Likewise, others, maybe many
others, will miss the transformation happening all around them and stumble and fall. Their newfound position in the
industry will also be documented on the charts.
Retailers are encouraged to use these charts in discussions with their vendor partners. It is our intent that they provide
unique insights into vendor strategy and provide thought-provoking questions as we all move forward and prosper in
the Era of Intentional Innovation.
Intro Copyright 2021 IHL Group – All Rights Reserved 2

CONTENTS
3 Introduction, Key Definitions

7 Retail OMS Software Market
14 Trends, Drivers and Barriers
19 Vendor Positioning Maps
24 OMS Vendor Differentiators
56 Methodology
Introducing OMS
The foundation for a successful Unified Commerce strategy for a retail enterprise is a highly capable and configurable order
management system (OMS). Such a system is able to look at an order independently of the channel from which it originated. OMS is
both foundational and linked with the five key technology families, namely:
➢ Store Systems
➢ E-Commerce
➢ Business Intelligence (BI) / Analytics
➢ Merchandising / Supply Chain Management (SCM)
➢ Sales & Marketing
OMS is the natural extension of key POS functionality such as inventory visibility (across the enterprise), ordering from other stores,
return of online purchases, ship from store, order online from the POS, click and collect, and store-to-store transfer. The broad
functionality required by OMS is extended even further when one considers the additional permutations for ordering and return
brought by online and phone / catalog sales.
Here, Unified Commerce, with a foundation built upon OMS, acts as an architectural construct to overcome the constraints caused by
channel evolution. The payoff is tremendous and given the very thin IT budgets retailers work with, expect this transition to be much
slower than anyone wants, especially the vendor community.
The last 18 months, more than any in the history of OMS, has highlighted the need for broad and robust OMS functionality. For quite
a few retailers, OMS was and will continue to be the lifeline between business success or failure.

Retail OMS Software Market
The Retail Software Market continues healthy worldwide expansion for two main reasons: retail in emerging economies is
growing, and enterprise retailers are re-architecting their systems to support Unified Commerce (the systems that enable the
procurement, sale and delivery of merchandise independent of channel) and Cloud computing (along with its cost
efficiencies). IHL projects the worldwide software market (software, cloud and on-premise maintenance) will grow
72% from $72.3 Billion in 2020 to $124.5 Billion in 2025. For OMS software, we project the worldwide market will grow
96% from $926.2 Million in 2020 to $1.81 Billion in 2025.
While we still project packaged software and software maintenance expansion by 16% over this time period, it is the growth in
the Cloud-related Software-as-a-Service revenue that is driving a great deal of the increase. OMS SaaS revenue is expected
to grow 249% from $316.2 Million in 2020 to $1.10 Billion in 2025. COVID-19 continues to act as an accelerant in the
transition from in-store to online buying, driving a drastic mix in customer journeys.
For those using this document to make potential OMS selections, we recommend the following questions be considered:
1. How robust is the shipping optimization engine? We believe this is one of the greatest sources of OMS ROI. We also
believe this is one of the greatest areas of disparity in functionality among vendors. During the discovery process, spend
time to understand the strengths and weakness, as well as growth plans within the shipping optimization engine. Also pay
particular attention to the range of factors that can be incorporated into the shipping optimization engine and if it supports
any coding frameworks.
2. What is the vendor’s roadmap for Artificial Intelligence and Machine Learning? What functionality is available today, what
is coming, and when will it be available? Is it customized or embedded? Whose API’s is it based upon? We continue to be
very bullish on AI and believe some of the greatest ROI wins are around those solution components utilizing AI/ML
3. Which integrations are off-the-shelf versus custom? Depending upon your roadmap and current solutions, explore the
tradeoffs between using the same vendor for POS and E-Commerce software, and using multiple vendors. Many of the
vendors summarized in this report offer broad suites supporting many of the Unified Commerce pillars.
4. How flexible are the OMS solutions you are considering so you can ensure a specific vendor’s solution can grow as you
grow, and support the pace of change you need? We’ve learned that growth and change are constant.
5. While the cloud brought more uniformity, the pendulum has swung and now retailers see the need to be able to
“customize in the cloud”. Investigate capabilities and strategies here as to the previous point, external factors may drive
this need sooner than you think.

Retail OMS Software Market (continued)
For retailers reviewing this report, most of the charts and tables are meant to highlight specific components of functionality
that we deem to be critical in our review of the competitive landscape. Should you have additional questions, we’re quite
happy to schedule a call to review any aspect of the report, the process, or further vendor observations beyond what is
summarized here that you’d like to understand further.
The market share and vendor positioning analysis uses over 1,400 known installs, meaning instances where we know
Vendor A’s is supplying OMS software to Retailer B. This yields a statistically significant view of the overall OMS market.
While we may not know the answer, we’re happy to find it out for you or provide you a list of similar competitors which may
have like functionality requirements and who they are using for OMS.
In this report we have taken a different approach than in the past. The evaluation and review process was extensive, and
we’d like to sincerely thank the vendors who were able to participate as it was an extensive time and resource commitment.
Using our database of installs we identified the 22 most prominent vendors supporting the General Retail and FDCM
marketplace. Of that group of vendors, 18 agreed to participate. That consisted of responding to a 51-question deep dive
survey, a vendor/solution briefing at their discretion, and lots of back and forth to clarify and fact check the final report. We
have included every vendor that responded in the analysis. There was only one vendor who we deemed in the top 15 that
declined participation, though we have still included them in the rankings. The goal of this research is to fully capture the
complete OMS market, by broadening our scope allows a more complete picture of the landscape for end users.
On the market value bar charts, we only include regional charts for NA and EMEA, along with worldwide. These two regions
represent over two-thirds of the WW OMS market. Their overarching share is why we’ve included those breakouts.
When reviewing our market size projection charts and vendor estimates these include on-premise software, SaaS, and on-
premise SW maintenance only relative to the B2C market. We do not include any systems integration (SI) revenue. It is just
too complex to estimate with a high degree of accuracy. Factors such as labor rates, customization, percentage internal
versus partners and customer complexity vary wildly so we stay away from the integrative services piece when sizing the
market value. Clients may feel free to schedule a call with us and we can provide market guidance relative to recommended
SI factors for calculating TAM (total addressable market) sizing.

Retail OMS
Software
Market
BUSINESS
MARKETING
PRESENTATIO
N SLIDES
Total Retail OMS SW Spend - Worldwide
IHL projects that the

worldwide Order
Management Systems
market will grow 96%
from $926.2 Million in
2020 to $1.81 Billion in
2025. The majority of
growth will be in SaaS
implementations which
are expected to grow
249% during the
period.
These growth figures,

although impressive,
understate the overall
impact of this software
on retailers. Just as the
operating system is the
base component of
software that helps a
computer operate,
OMS has quickly
become the core
system Unified
Commerce success in
predicated upon.
Data Copyright 2021 IHL Group – All Rights Reserved 8

Total Retail OMS SW Spend - NA

Total Retail OMS SW Spend - EMEA

Worldwide OMS Market Share

Worldwide OMS Market Share - General Retail

Worldwide OMS Market Share - Food/Drug/Conv.

Trends, Drivers
and Barriers
BUSINESS
MARKETING
PRESENTATIO
N SLIDES
Key Trends & Drivers
➢ Retail Recovering ➢ Retail Recovering (Con’t)

o North America o LATAM
o 2020 sales grew +2.3% (based on Census numbers). 2021 o Retail sales declined an average of -4.9% in local currencies for
figures through the first half of the year were up +18.9% over the key LATAM countries (MX, BR, CO, CL, AR, PE, VE) in
2020. The outlook for 2021 remains bright, though 2020.
unemployment (and underemployment) and vaccination o COVID killed 1,700+ per million in this region, and 90%+ were in
mandates will prove to be a drag on the entire industry. the key countries.
o Mall-based retailers, especially Dept Stores and specialty soft o 2021 retail sales are expected to increase +4.7%, and GDP is
goods retailers, were hammered in 2020, but are showing expected to increase +5.2%.
strong recovery. o Prior to COVID, the largest economies in LATAM were already
o Table Service Restaurants, Lodging and Entertainment venues in a period of turmoil and trouble.
all saw declines >25%, but recovery is in the double-digits.
o FDCM retailers (Food, Drug, C-Stores & Mass Merchants) are ➢ Going Forward – In-Store or Digital?
up +11.5% through the first half of 2021. o As the pandemic rocked the world, everything having to do with
o EMEA consumer behavior and the response of retailers changed
o Prior to COVID, Western Europe drove growth; Hospitality, drastically.
Grocery and Mass led while Dept. Stores struggled. o Four months of inventory in the supply chain vanished in 2
o In 2020, key EMEA countries saw retail sales increase +0.3% weeks for some items (hand sanitizers, disinfecting wipes,
(vs a decline of -1.1% in 2019), driven by non-Euro countries. frozen pizza, yeast)
o COVID hit this region hard, accounting for ~30% of worldwide o Online shopping growth increased fourfold.
deaths. Going forward, expectations for 2021 are for a GDP o Mall-based retailers had no access to their in-store stocks, so
increase of 4.8% and retail sales to increase +5.1%. they were unable to sell them online.
o APAC o Retail leaders saw a 4.5x faster timetable for the deployment of
o Retail sales increased an average of +2.6% in local currencies new customer journeys (BOPIS, Click & Collect, etc.) to help
for the key APAC countries in 2020 (lowest in the last decade). meet increased online demand.
o COVID started in China, which shut down for 2 months. o Bottomline, consumers are only just now able to relieve some of the
o Going forward, expectations for 2021 are for retail sales to pent-up demand to get back into stores and hospitality facilities.
increase +6.0%. They have made good use of the online journeys offered by
retailers, but they want both online and stores.
Trends Copyright 2021 IHL Group – All Rights Reserved 15

Key Trends & Drivers, con’t
➢ Key OMS Development Areas ➢ Best Practices

o A central commerce hub that handles customer, product and o In response to COVID, some vendors started to offer ‘Try
supplier data to provide “one version of the truth” of the order. Before You Buy’ programs. In the short term, this might have
o Migration from on-prem to SaaS, especially multi-tenant built no short-term impact on revenue, but more than likely it will
with microservices-based architecture. create great customer goodwill and long-term returns.
o Tighter call-center integration with POS / mPOS, OMS and E- o Vendors continue to invest in incorporating AI/ML into their
Commerce. solutions. That said, the ability to articulate and quantify end
o Increased vendor investment in email and SMS technologies user ROI remains ambiguous at best.
to better inform of customer order status. o Along with the previous bullet, vendors are incorporating the
o Enhanced UI can mean a lot of things, but vendors continue ability to support additional data streams intended to facilitate
to devote significant effort to modernize their user interface. more profitable order brokering / disposition.
In some instances, investments to decouple the UI from the
computation side of the application, and thus refer to it as o FDCM retailers saw the most significant technological
headless. transformation due to COVID. OMS, along with E-Commerce,
o Scaling, especially when considering new customer journeys, has played a pivotal role in this change, but currently there are
(and especially when retailers leverage stores as distribution few vendors competing for Tier I grocery OMS.
centers), is a huge advantage. o Retailers are making significant investments in supply chain
o Enterprise-wide inventory visibility is a nice “oh by the way” which give greater inventory visibility and more fidelity around
result of deploying OMS. Available to Promise (ATP).
o Global retailers need modular / expandable currency, taxation o Retailers have shown a greater emphasis on facilitating
and language features. The largest (read “global”) vendors customer interactions in a contactless fashion.
are ahead of the game here, and they perform better with
o OMS has been a lifeline for some retailers, especially in the
integration times.
Specialty space. Those vendors with OMS, along with a full
o Bottomline, retailers are looking for a single version of
customer information across channels, so the in-store suite of solutions, will thus take an elevated position within the
experience looks more like that found online. ISV ‘pecking order’ of their prospective clients due to Board
level visibility that OMS now garners.

Key Trends & Drivers, con’t
➢ Customer Journeys: Optimization ➢ Profitability is Multi-Channel

o The retailer’s response to changes in consumer behavior has o Leading retailers (those who continue to show sales growth)
resulted in a number of new customer journeys like BOPIS, are engaging customers across multiple channels and
multiple customer journeys.
BORIS, Curbside (with geofencing considerations), Click &
o Retailers are actively working overtime to maximize profit and
Collect and Local Delivery, among others.
optimize performance across all channels. OMS will go a long
o Some retailers deployed these journeys as part of their quick- way to enhance Inventory Visibility throughout the enterprise
pivot during the pandemic. In some cases, retailers had no and on into their supplier lines.
time to optimize these journeys; they needed to get o Competition in these areas will only increase.
something, anything, deployed as soon as possible, even if it
was not specifically part of the CIO’s roadmap. Solutions ➢ Notable Mergers & Spin-offs
based on Microservices seemed to perform best and offered o Epicor acquired ShopVisible (1/15)
the most to clients. o Epicor spun-off Aptos (6/15)
o Data collected so far shows margin losses of between 4.2 - o MI9 acquired Raymark (11/15)
8.2 points when the customer journey is not optimized (and o Salesforce acquired Demandware (7/16)
the earliest efforts to optimize showed that more than half of o Oracle acquired NetSuite (11/16)
that can be recovered). This is not sustainable going forward o Aptos acquired TXT Retail (7/17)
for retailers (especially those in the FDCM segments), so we o Bpost acquired Radial (10/17)
expect they will be devoting considerable energy to o Infor acquires OMS assets from Arvato (2/18)
optimizing these journeys going forward. OMS will play a big o Adobe acquired Magento (5/18)
part here. o Infor divested from the OMS market (2020)
o Aptos acquired Revionics (8/20)
o Aptos acquired LS Retail (1/21)
o Adobe divested from the OMS market (2021)

Barriers
➢ Economic Recovery
➢ Inventory Distortion, a $1T Problem
o The biggest barrier to retailer adoption and deployment is the o Inventory Distortion (out-of-stocks + overstocks)
overall economic recovery of the regions in which they represents a serious inefficiency within retail. Not only
operate. IMF 2021 GDP growth forecasts for NA (6.9%), do the overstocks tie up capital unnecessarily (and
EMEA (4.6%), APAC (7.5%) and LATAM (5.8%) are all result in discounting), but the out-of-stocks represent
encouraging, though there remain individual countries who sales that are lost to the competition. Both impact the
bottomline, as well as customer perception and ability to
will continue to struggle. respond to challenges.
o E-Commerce sales continue at levels higher than pre-COVID.
o The greatest barrier to these markets is recovery of sales and ➢ Clean Data, and Lots of It
o The way forward for successful retailers is to use AI /
opening of stores. For the most part, retail sales have
ML on store operational issues. Trends and patterns
recovered nicely in 2021, and at an enterprise level, North that can be acted upon are more quickly discerned by AI
America shows a net of 4,300+ store openings for 2021. / ML than by humans. But this requires that retailers
have access to data from sources both inside and
➢ Inflation Risk outside the enterprise. The key aspect of this is the
o Central banks flooded markets with cash, with the need for data that is clean; if the retailer fails in this,
then the investment in AI / ML will simply enable them to
foreseeable result being marked inflation in every region.
make bad decisions more quickly.
This will serve as a brake on the economies of the individual
countries with slow recovery. ➢ Chip Shortage
o COVID caused the widespread shutdown of many
➢ GDPR and Other Data Protections factories, including those that manufacture
semiconductors (chips). These chips are found in all
o Merging customer data and item/order data requires retailers
manner of retail hardware devices like servers, mobile
to go the extra mile to ensure the data complies with data devices and scanners. Aggressive expectations are for
protection standards. This can slow the vendor selection and the shortage to be relieved sometime around the end of
deployment process. Retailers would be wise to consider 2021, but IHL believes the backlog really won’t
these issues in any software installation. disappear until mid/end of 2022.

Positioning
Maps
BUSINESS
MARKETING
PRESENTATIO
N SLIDES
The IHL Insight Market View Positioning Map displays vendors by innovation, market strength, and market share. It is a 3-
dimensional view of the market that takes into consideration the scale of the vendors involved and not just direction. So, the
reader gets to see size of strength, not just position of strength.
Over 75% of the ratings and positioning come from completely objective measures leveraging our WorldView IT Sizing and
Forecasting model and our Sophia data service which tracks installs by vendor. Only 25% of the total positioning is in any
softer measure such as review of innovation or customer satisfaction.
Here are the categories that make up each axis.
X – Market Strength Y – Growth/Direction/Resilience Z – Market Share

Global Reach Revenue Growth Trend Market Share
# Retail/Hospitality Accounts Customer Satisfaction
Size of Accounts Stability/R&D Commitment/Funding
Innovation Unified Commerce (BI, Commerce, Merch/SCM, Sales

& Mktg, Store Systems)
Market Share Growth

Total OMS Software - Overall
Source: IHL Group

Total OMS Software - General Retail
Source: IHL Group

Total OMS Software - Food/Drug/Conv.
Source: IHL Group

OMS
Providers
Key
BUSINESS
Differentiators
MARKETING
PRESENTATIO
N SLIDES
Leading Commerce Providers
Over the next 11 pages we highlight some of the key comparative metrics between vendors. These are meant to highlight
some of the key differentiators among vendors. These can be used as pre-screening metrics, or the basis for further
questions.
These charts attempt to highlight differentiators in the following areas:

o Internationalization
o Architecture
o Hosting capability
o Vendor size and range of OMS accounts serviced
o Vendor momentum
o Systems integration performance
o Processing Speed, and
o Reporting

OMS Characteristics: Architecture
Microservices
On-Premise Single Tenant Cloud Multi-Tenant Cloud
(Single/Multi)
Aptos ✓ ✓ Partial
Cegid ✓ ✓ ✓ Partial
enVista ✓ ✓ Complete
Fluent Commerce ✓ ✓ Complete
Fujitsu ✓ Complete
IBM ✓ ✓ ✓ Complete
Kibo Commerce ✓ Complete
Manhattan Complete
NewStore ✓ Complete
OneStock ✓ Complete
OneView Commerce ✓ ✓ Complete
Oracle ✓ ✓ Partial
Orckestra ✓
Radial ✓ ✓ Complete
Salesforce ✓ Partial
Softeon ✓ ✓ ✓ Partial
Symphony RetailAI ✓ ✓ Complete
Tecsys ✓

OMS Characteristics: Cloud Hosting
AWS Azure Google Other

Aptos ✓ ✓
Cegid ✓
enVista ✓ ✓
Fluent Commerce ✓
Fujitsu Salesforce
IBM IBM
Kibo Commerce ✓
Manhattan ✓
NewStore ✓
OneStock OVH
OneView Commerce ✓ ✓ ✓
Oracle Oracle
Orckestra ✓
Radial ✓ Own cloud
Salesforce ✓ Salesforce
Softeon ✓ ✓ ✓ Oracle
Symphony RetailAI ✓ Oracle, OVH
Tecsys ✓

OMS Characteristics: Geography

OMS Characteristics: Country Experience

OMS Characteristics: Languages Supported

OMS Characteristics: Total OMS Clients

OMS Characteristics: New Business Measures

OMS Characteristics: Integration Measures

OMS Characteristics: Validated Order Speed

OMS Characteristics: Production Order Speed

OMS Characteristics: Ready Reports

Key Observations/Differentiators of the Leading
Vendors
The summaries which follow are based upon interviews with vendors and retailers. This is not meant to be exhaustive, but
highlights either those items emphasized in the interview, or items that we felt were differentiators relative to an OMS
selection.
The reality is that there are several hundreds/thousands of features and functions that drive an OMS selection. A vendor’s
value proposition is much more detailed than can be captured in a few bulleted items, but with that noted, the observations
that follow note the responses and areas that really were unique in their responses. These comments are drawn from
general understanding, the interview/briefing process as well as the 51-question survey each vendor filled out.
We have only included summary profiles on those vendors that responded to the questionnaire.
Should you have questions on any vendors, our observations or any metrics, please feel free to reach out.

Vendors (continued)
Aptos:
1. Aptos now has in excess of 20 clients with over $1 billion in revenue. The acquisition by Goldman Sachs will likely
continue to fuel their OMS growth as it is an area of R&D emphasis. In the last year, they have expanded their focus
and gained accounts in both APAC and LATAM.
2. Aptos offers over 37 major use cases that are integrated across Aptos applications for buy, fulfill and return across
channels.
3. Solution includes catalog/call center support.
4. Though not required, most OMS customers utilize Aptos POS.
5. SaaS OMS can be either single or multi-tenant.
6. Their solution supports both B2B and B2C clients.
7. While Aptos One (their microservices based platform of the future) has only been offered as a product since 2018, it is
showing immense popularity and adoption interest. They continue to add significant capability to Aptos One.
8. In the past year have added Revionics and LS Retail as acquisitions. While this is not directly related to OMS, it not
only adds sell-to potential, it paves the way for them to expand their footprint.
9. While no current use of AI/ML, this is a roadmap item for consideration as Aptos will place a major focus on determining
how to incorporate AI/ML across the suite of solutions this year. The IP from the Revionics acquisition will certainly
facilitate adding this type of capability.
10. They support a broad array of E-Commerce integrations including: Salesforce Commerce Cloud, Adobe, SAP Hybris,
Big Commerce, and Shopify.
11. Over the last few years enhancements to customer support and integration has been a point of emphasis, and based
upon customer discussions, significant progress has been made in this area.
12. We believe OMS is the foundation of a unified commerce (UC) technology offering. Based upon our review of the UC
landscape, Aptos has one of the three most complete UC technology stacks servicing the specialty enterprise space.
Their strong OMS product helps anchor this.
13. In the last year they’ve added Aptos ONE Store Fulfillment is a mobile-native application supporting in-store fulfillment,
including buy online, pickup in store (BOPIS), ship from store, and store-to-store orders.
14. Demonstrated capability of the mobile store fulfilment application was excellent.
15. There are over 500 different functional settings available to adjust business logic.

Vendors (continued)
Cegid:
1. On an account quantity basis, they lead retail with over 300 OMS specific installs from a client base of over 1,000 retail
accounts.
2. The majority of their retail installs, and (therefore their OMS installs) are in the mid-market specialty space.
3. They are a market leader in the European mid-market specialty space, especially in France.
4. Very compelling solution for retailers with wide geographic footprint as they scored well around internationalization.
5. Their technology stack (Cegid Retail Y2) is a suite of solutions supporting a range of Unified Commerce capabilities.
6. The key limitation with their OMS product is that it is not available as a standalone product, but is sold as part of the
suite, meaning you must be using their POS and other components of their technology stack. As they don’t offer E-
Commerce, they integrate with a wide variety of products including Adobe (Magento), Salesforce, Prestashop, Shopify,
SAP and Others.
7. Core OMS capabilities such as BOPIS, BORIS, Endless Aisle and Click & Collect are supported and they note support
of about 100 customer journeys.
8. Global key system integrators include CGI, Atos, Cap Gemini, and Viseo. They have a network of 60+ certified local
partners operating in 40+ countries.
9. Of all the vendors we queried about their global OMS footprint, Cegid led with installations in 69 countries worldwide.
10. One of the quickest installation times, though the rapid implementation is facilitated by the fact their base offering is
many solutions to the same client.
11. Even though heavily leveraged in specialty apparel, have continued to add OMS clients at a clip beyond what current
market conditions would suggest. They note around 37 new OMS clients in the past 12 months and a solid account
deal win rate of around 50%.
12. As they deal with many high-end fashion brands out of the box functionality includes appointment setting/stock
reservation through the OMS solution.
13. With their deep footprint in EMEA, their cross-border functionality is strong.

Vendors (continued)
enVista:
1. One of the early adopters and visionaries in microservices. They created their multi-tenant SaaS microservices platform
in 2014. At the time there was SAP and a few others talking about the precursor of microservices in SOA (services-
oriented architecture).
2. They have added several large OMS clients over the past four years. The pipeline for the remainder of the year is
strong. They also have good OMS success in the 3PL (Radial key competitor here), B2B and pure-play ecommerce
space resulting in a very broad client mix. Saddle Creek white labels enVista’s OMS solution with roughly 50
customers.
3. They have strong consulting expertise in the area of supply chain optimization, their roots, which underpins their rapid
growth in commerce technologies. Their supply chain customers are in the areas of Retailers, Distributors,
Manufacturers, and 3PLs as a further proof point to their supply chain history. They will often use SC consulting as a
path into accounts that they have shown great success in growing. While consulting is still key to their business model,
they are beginning to emphasize software over services now.
4. They are showing some success when competing against the largest and most established OMS players.
5. Their complete solution stack is built from the ground up on microservices.
6. First (and current) OMS client is the leading Ship-from-Store retailer and the 2nd largest U.S. e-commerce retailer.
They have several lower Tier I clients for both OMS and POS and have just begun offering E-Commerce software.
They are quietly assembling many of the major pieces supporting a complete Unified Commerce technology stack.
7. For integration, their OMS has been integrated to POS from Aptos and Oracle. In E-Commerce, they have existing
integrations with Adobe, Microsoft, Salesforce, Oracle, Shopify, Woo Commerce, BigCommerce, and WebSphere
Commerce.
8. In enVista’s view, their key points of differentiation are their OMS Accelerators and Maximizers: Dynamic Inventory
Allocation, BI, Order Experience Mgt., Native dropship, extensibility and included iPaaS.
9. While we did not ask, nor would we share pricing details, based upon potential client feedback, we understand their
pricing to be very competitive, especially within the context of a solution that can scale to Tier I.
10. Their OMS currently supports marketplaces of Amazon, Walmart.com and eBay.
11. Returns management is native to their OMS. Returns and Reship/Exchanges is a key functional area over the last year.
12. Recently formed partnerships with Cognizant, Sapient and Perficient.
13. Key features are updated every 3 weeks. We are not aware of any other OMS vendor anywhere near this key feature
release cadence.
Vendors (continued)
Fluent Commerce:
1. They are an established OMS provider but new to our report. Their solution focus is only OMS.
2. Based out of Australia, but a strong client base in APAC, EMEA and North America. Their OMS revenue is pretty
equally distributed among all three regions with 60+ clients. They are nicely balanced in both the Tier I/II/III space with
clients in General Retail, as well as FDCM. About half of their clients have over $1B in revenue.
3. Their three-year CAGR is almost triple digits representing a phenomenal growth trajectory.
4. They are a private company with $53M in series B funding.
5. Existing E-Commerce integrations with Salesforce, Adobe, SAP, Commercetools, BigCommerce and Elastic Path.
Strong technology and solution partner ecosystem as well.
6. For optimization, their range of factors under consideration was good, and their order workflow editor was quite
impressive, a real solution strength. Here they also support “low-code” type customization capability.
7. Given the strength of the solution, customer base, target audience and the fact that they are solely OMS focused, they
are likely to be acquired in the next three years if not sooner.
8. The in-store mobile application has very strong functionality.
9. Impressively added 24 clients within the past year, and had a deal win rate over 50%.
10. ‘What If’ optimization scenarios can be supported through workflow modelling and testing scenarios in sandbox
environments on historical datasets, though they are not native within the application.
11. Full return orchestration as part of the base solution functionality.
12. AI/ML for order orchestration is a roadmap item.
13. Low code is an emerging trend and to address this, within the last 12 months they added the Fluent Order Management
Experience (OMX) - the low-code platform for Order Management. The capability can be extended to both configuring
UIs and workflows while providing an SDK to extend the platform with new UI components and workflow rules.

Vendors (continued)
Fujitsu:
1. Fujitsu’s Glovia solution is a relatively new entrant into the retail OMS space. It is based on their B2B product (offered
since 2008) that is currently servicing over 300 clients in total, mostly in the B2B and DTC space.
2. Enterprise B2B commerce customers include Bayer, Canon, Royal Canin and Syngenta.
3. Many of those clients are large conglomerates with complex requirements.
4. Fujitsu currently has approximately twenty-two retail OMS clients, the largest of these, one a mid sized apparel retailer
(since 2012) and the other, a recent win, one of the twenty largest retailers in North America.
5. Fujitsu has a strong partnership with Salesforce which hosts their OMS solution. This also allows them to tap into
Salesforce’s Service cloud, and the broad capability of that platform.
6. Given it is a relatively new entrant key areas of focus over the next year will be expanding customer journeys to more
fully support differences between B2B and B2C requirements.
7. They are able to support marketplaces with their open APIs. Customers have integrated GLOVIA OM with several
marketplaces like Amazon, PetSmart, Chewy.com, etc.
8. One of the core selling points and key points of differentiation of the Glovia solution is the ability to support product
customizations which is becoming more prevalent in today’s retail environment. This was a key aspect of the recent win
for the very large Tier I North American retailer.
9. They have continued with their AI based ‘accelerator’ approach which is proving fruitful in general as well as relative to
OMS journey capability. This is supported via Salesforce’s Einstein AI engine.
10. They embarked this year looking at ‘accelerators’ in retail as a way to deliver quick wins and rapid ROI. They have
continued to extend and leverage this focus over the last 18 months driven by COVID.
11. Anyone with a significant investment in the Salesforce platform should include Fujitsu in their RFP process due to their
deep integration/partnership with Salesforce.
12. About 30% of their OMS clients have revenue over $1B.
13. They have existing Ecommerce integrations with AP Hybris, Salesforce Commerce Cloud, and Shopify.
14. While not surprising for a large and well-established company, they have a very impressive partner ecosystem.

Vendors (continued)
IBM:
1. Early and leading marketplace provider with over 2.5x the market share of the nearest competitor; 3.1x in General
Retail; dominant Tier I leadership.
2. They have 50+ clients in the IR500 list, so they serve the largest of clients.
3. Supports both B2B and B2C sales. Market leader in both areas.
4. While their customers tend to be larger, their installation time performance is very respectable and in the 4–5-month
range (best under two months). This puts them better than the middle of all survey respondents.
5. Their array and diversity of rapid implementation suites using microservices was one of the most extensive of any
vendor we reviewed and highlights their overall strengths supporting new plug and play capabilities.
6. We believe that the growth of their cloud business has helped drive improvements with system integration along with a
growing ecosystem of integration partners.
7. Their Fulfilment Optimizer (Watson AI powered) for orders supports both shipping cost and fulfilment sourcing. It is very
powerful and can include labor cost and utilization in real time within a store to determine shipping rules. If not the most
robust shipping optimization algorithm, one of the two or three best.
8. IBM continues to embed more Watson AI functionality into their OMS product. IBM is a market leader around AI and
really comes as no surprise that they have invested heavily into bringing AI into most of their products. While others
have AI/ML functionality on their roadmaps, IBM is several years ahead of their competition.
9. Their future roadmap items are heavily focused around the AI space with enhancements that will help bolster the value
proposition.
10. The IBM Call Center capability is embedded and part of the Order Management suite as an integrated add-on.
11. Of all of the packages we evaluated, they have one if not the leading distribution engine, supporting the most complex
routing optimization algorithm and range of variables considered.
12. One of the most impressive updates was Decision Support System, part of their Fulfillment Optimizer, which has the
ability to show the added benefit AI brings to the solution as a quantifiable calculation, supporting ROI justification real
time. They refer to it as “Results Explainer and Continuous Benefit Reporting.” We are far too often confronted with a
vendor noting the use of AI in the solution, but rarely actual benefits. Showing this within the solution is brilliant.
13. Their overall product enhancements outpace their competitors and were the clear leaders when we scored overall
capability.
14. During the 2020 holiday season, their OMS NPS (Net Promotor Score) was 91/100, so they were able to support
amazing volumes with equally impressive customer satisfaction.

Vendors (continued)
Kibo Commerce:
1. They report 276 active OMS clients of which 152 are in retail, only behind IBM and Cegid.
2. They offer 1 update per month. Major updates are every two months and minor, also every two months, on an offsetting
schedule.
3. While also having Asia clients, most are in North America and western Europe, by a 9:1 ratio.
4. One of the key aspects of their offering that we really liked had to do with ongoing support. A customer success
consultant is included with the license and part of their responsibility is to go through every quarter and look at the
optimization of order routing rules to make sure they are using the most optimal rules and see if any should be added or
augmented within their current framework.
5. They also offer their own mPOS and E-Commerce package, though both have much more modest installed bases than
their OMS product.
6. Currently integrated with the following E-Commerce offerings: Kibo, Salesforce, Shopify Plus, Adobe, WordPress,
Sitecore, SAP, HCL/IBM and Oracle.
7. Current POS integrations include: Kibo, Aptos, Oracle, and Veras.
8. Their OMS natively supports call center functionality.
9. They have made good progress in extending their partner ecosystem over the last year.
10. With the Certona acquisition, it brings in additional partnerships including Deloitte, Astound, and Sapient.
11. With the investments made Kibo is no longer just a mid-market OMS offering, and now competing in deals against the
likes of market leaders such as Manhattan, IBM, and Radial.
12. They have a very flexible order routing engine and nice user interface while considering a broad array of factors to
make creating those rules much easier for the business user and more flexible for organizational needs.
13. Have added some really nice curbside pickup functionality that allows two-way communication via text or email. Added
split pickup on BOPIS orders. Available-to-promise (ATP) now considers in-transit stock.
14. Now can support over 100 shipping carriers.
15. The store mobile fulfilment application is a very strong offering with broad functionality.

Vendors (continued)
Manhattan Associates:
1. By our estimation, the second largest vendor by OMS revenue worldwide. Positioned also as the second rated provider
overall with respect to solution strength. Typically compete for the largest of account opportunities due to experience in
the market and solution functionality as most clients have over $250 million in revenue.
2. Their POS/mPOS solution along with their market leading OMS and SCM offerings form a microservices platform
referred to as Manhattan Active Omni which includes Loyalty, Clienteling, POS, Inventory and Fulfilment.
3. OMS, POS, Store Inventory and Store Fulfilment are a single application, though can be procured independently and
not dependent upon the other for deployment.
4. They provide full call center support and case management which is native to the suite. Service agents have full access
to the entire history of all communications with the customer.
5. They support all major OS platforms: iOS, Android and Windows.
6. For cross border they have a partnership with Borderfree with pre-built integrations to allow for easy internationalization.
7. They are using ML, referred to as their Adaptive Network Fulfillment technology, to optimize the fulfilment process.
Manhattan was an early adopter of AI/ML.
8. For systems integration some is done with internal resources as well as using large external partners such as
Accenture/KSA, Deloitte, Cap Gemini, Sapient/Expicient and smaller providers such as Verint, Vira, and SCAPath.
9. Given their strong supply chain history and expertise they are a leader in the area of inventory management and
visibility.
10. They can utilize different orchestration rules at the customer profile level, as well as consider priority, fulfillment method,
delivery destination, etc. Orchestration at the customer profile level allows for next level personalization. Additionally,
they consider hard and soft dollar cost in their fulfilment logic. They have one of the most advanced fulfilment
algorithms evaluated. They utilize AI/ML as part of their order orchestration optimization approach.
11. About 20% of their clients are using their OMS platform to process B2B orders and this is growing.
12. Their OMS comes with and Integration Platform as a Service (iPaaS) capabilities that doesn’t have to be licensed
separately.
13. They were very quick to the market with leading OMS curb-side pickup supported by two-way SMS capability which
helped support the consumer shift brought on by COVID.
14. Full return and exchange capability native to the OMS application.
15. Capability which can provide a customer a delivery date of every item at order creation.

Vendors (continued)
NewStore:
1. The NewStore Omnichannel Platform is developed as a fully SaaS-based solution, operating microservices on an API-
first architecture, and hosted on AWS.
2. Their target market is NA, EMEA and APAC B2C retailers with physical stores and annual revenue between $50M and
$5B.
3. Their primary strategy is based on an omnichannel approach, bundling their OMS with their POS/mPOS solution and
other services, including inventory management and clienteling. Because the platform was architected with
microservices from inception, the OMS can be sold and used independently. This is of particular interest to those
brands embarking on a stepwise approach to becoming fully omnichannel. As a result, they have enjoyed elevated
OMS success, even adding some Tier I clients.
4. NewStore currently has 39 clients and a strong pipeline. They are actively deployed in 20 countries and have added 19
new accounts in the past year.
5. They have been successful in several deals where the client had multiple brands in multiple countries, highlighting their
ability to meet the needs of one of the more complex deal types.
6. They have existing e-commerce integrations with: Salesforce Commerce Cloud, Shopify, Adobe, and SAP, as well as
headless e-commerce platforms, like commercetools.
7. While they currently do the vast majority of their own integrations, they are in a phase where they are transitioning to a
partner-based model.
8. A key area of investment in their roadmap is advanced order orchestration including innovations such as markdown
avoidance routing.
9. Their in-store fulfillment mobile application demonstrated solid functionality. Some of this can be attributed to the fact
that the OMS and POS/mPOS were developed as a unified platform. As a result of the microservices architecture, the
rich functionality of the OMS can be had whether retailers adopt the full platform or a single component.

Vendors (continued)
OneStock:
1. Written as a fully SaaS-based solution in microservices.
2. Primarily operating in Europe, with headquarters in France and an office in the UK. Their client base is very European
centric.
3. Over 60 logoed customers with most of those in the mid-market specialty apparel space. Their customers operate
primarily in the sectors of fashion, footwear, cosmetics, interior decoration, gardening, toys, gourmet food, jewelry and
watches. In the past year they have added 19 new clients.
4. While founded in 2015, they note the genesis of the solution was R&D efforts from 2008. They have rapidly established
themselves as a viable OMS provider in a very short period of time even servicing clients in the Tier I space.
5. Their key area of focus is reducing out-of-stocks.
6. Additionally, they are focusing on supporting success in store fulfilment with the incorporation of gamification
techniques. All but two clients have adopted this approach.
7. They provide between 7 and 9 major releases throughout the year.
8. They have a very broad and diverse partner and integrator network which allows them to support installs in over 30
countries. They have effectively developed this network in 6 short years.
9. They note one client that achieved solution ROI in just 3 months.
10. Their solution also supports in-store appointment setting as well as Clienteling.
11. With their order optimization rules, they also have the capability to consider carbon footprint (greenest) impact. We
expect this to be an emerging consideration.
12. Their order orchestration engine was above average in terms of the range of factors that could be incorporated for
optimization consideration.
13. OneStock orchestration engine uses machine learning to optimize the selection of the most appropriate stock locations.

Vendors (continued)
OneView Commerce:
1. Written as a fully SaaS-based supporting single and multi-tenant deployments and extended to a microservices-based
architecture back in 2012, making them an early adopter of this architecture.
2. Key E-Commerce integrations with Salesforce, SAP, and HCL/IBM.
3. They offer both OMS and POS. Most clients have both.
4. OMS and POS includes an enterprise inventory management module that integrates to any legacy POS for
omnichannel processing.
5. Continuing to build out functionality in support of the Kroger account. That win was announced in early 2019 and
development continues.
6. Almost all installation are with >$1 Billion specialty retailers, North American and Western European based.
7. Current OMS deployments in 7 countries.
8. As a company they have great momentum after recently winning the opportunity to provide POS software for Kroger,
and also validating their microservices vision.
9. They do not currently support marketplaces, but this is a roadmap item. Similarly, no current use of AI/ML, but this to is
on the product roadmap.
10. They note 11 OMS clients.

Vendors (continued)
Oracle:
1. One of the most complete Unified Commerce solution stacks across multiple segments for retail and hospitality from
Tier I through III. This has been driven by both organic growth and acquisition. Oracle Retail handles accounts of all
sizes, and in retail, large accounts are supported by Oracle and smaller deals would be primarily addressed through
NetSuite.
2. Within the context of OMS, they have two products, Order Management and Order Broker. Order Management can be
viewed as order management and visibility and Order Broker as the shipment optimization engine. This allows them to
sell to clients with an existing or home-grown OMS, yet still benefit from the shipping optimization piece.
3. About two-thirds of all clients use both Order Management/Broker though one is not required with the other. Both are
available either as on-premises or SaaS-based single-tenant solutions.
4. The majority of their OMS installs are in the specialty Tier I and II space.
5. Average implementation time for both components of the Order Management Suite is 6-9 months. Order Broker can be
implemented in 3-4 months.
6. AI is utilized in the weighted brokering calculations used to determine the best fulfillment location.
7. About 50-60% of their Xstore (POS) clients are also using their OMS, but this is not a requirement.
8. By our calculations, they are the third largest vendor, WW, by OMS revenue, and are the fourth largest in terms of total
number of installed accounts at 134. They have OMS clients in 50+ countries.
9. They have streamlined and enhanced the user interface for the Contact Center, which saw the introduction of Order
Entry, Order Inquiry, Order Maintenance, Returns & Exchanges, and Held Order Processing.
10. We at IHL Group are bullish on Dark Stores. We believe COVID will be an accelerant of a trend much more pervasive
in Europe but starting to gain momentum in North America. They have introduced a Dark Store offering which we
believe is a strategically sound decision.
11. They note the ability of their OMS system to support 137 customer journeys.
12. They have a broad ecosystem of integration partners of which a few are Oracle-only/primarily such as Skillnet and
Logic.
13. In store fulfillment must be supported through the use of their (or someone else's) POS/mPOS application, it isn’t native
to the OMS offering, but it is native to the pre-integrated POS offering.

Vendors (continued)
Orckestra:
1. They provide both E-Commerce and OMS solutions with capability that supports the grocery space, though they are not
exclusive to grocery.
2. They have 12 clients and are deployed in 7 countries, while adding 3 new OMS clients in the past year. Their trajectory
is solid for OMS considering it was only introduced to the market in 2019.
3. Their OMS comes with iPaaS capabilities, not licensed separately as they are included in the subscription.
4. For having a relatively small number of customers, they have existing integrations with a wide range of POS providers
including NCR, Toshiba, Microsoft Dynamics and LS Retail.
5. They work with global partners as Logic, Valtech, KPMG and local partners as Yaksa, Maltem Consulting Group, and
while they use both internal and external integration partners are working to do new work primarily through partners.
6. Their OMS supports the unique grocery requirements such as substitution logic and the ability to handle
fresh/perishable items among the many special grocery considerations. While there are quite a few vendors that can
generally support the broad category of FDCM, only a few that can truly support all of the nuances that grocery brings
to the table.
7. In response to Covid, one of their enhancements was improved efficiency in the store fulfillment app as it relates to
grocery fulfillment; including adding curb-side pickup and features to finalize orders at the curb. It also included
improvement to store fulfillment for grocery to enable higher rates of order picking in grocery stores thereby lowering
the cost of in-store order fulfillment.
8. They support an order workflow editor for optimization and have a good range of parameters that can be used in
building out fulfillment scenarios and rules.
9. The next release of the product will have native returns management functionality.

Vendors (continued)
Radial:
1. Radial Order Management (ROM) is full microservices based offering provisioned as either single or multi-tenant. It is a
proprietary product, written from the ground up to be cloud-native and microservices-first.
2. Target clients are those doing in excess of $20 million to a half billion in E-Commerce revenue meaning they scale from
mid-Tier III easily into Tier I. To that scaling ability, their largest client uses the solution in 19 different countries.
3. ROM now consists of six components (DOM, Inventory, Customer Service, Store Fulfilment, Dropship Manager &
Analytics). DOM and Inventory are core; Customer Service and Store Fulfilment are available as optional modules.
OMS is offered as a standalone solution and other Radial services are not required to license the OMS product.
4. They emphasize their broad returns capability (both in-store and self-service) as key differentiators.
5. Another core differentiator to their business is the offering of Fulfillment & Transportation plus Customer Care
operations as a service. Their outsourced fulfilment business comprises a large portion of their revenue and they have
deep experience providing this service. Essentially the success of their core business is based upon their OMS
capability. They have 15,000+ domestic vendors on their dropship solution.
6. By our estimation, they are the eighth largest OMS vendor by revenue, with 48 retail clients and around 151 in total
using their OMS solution. They do support a very broad collection of pure-play E-Commerce retailers which
supplements their OMS revenue beyond what we capture. They are widely viewed as a leader in the 3PL OMS space.
7. They utilize ML for fraud detection and extend the utilization unto forecasting, sourcing rules and logic. They were the
only vendor that mentioned AI/ML within the context of fraud as a unique capability.
8. As part of their customer care service, capability in responding to social media is included.
9. In terms of growth, last year they added over 12 new clients, and won about half of those they participated in. These
new clients have included emerging brands, large domestic retailers, and globally established brands across various
retail verticals.
10. Current E-Commerce integrations include Salesforce, Adobe, Shopify Plus, Channel Advisor and VTEX.
11. Full returns management capability is on the roadmap.
12. From a contracting standpoint no CAPEX required, but a tiered pay-as-you-go model.
13. The product lead driving OMS technical innovation and capability enhancement was hired from a similar position at
Aptos and previously to that had been instrumental in OMS technical direction at Manhattan.

Vendors (continued)
Salesforce:
1. They are one of the leading SaaS software providers in retail, and in IT in general with over $10B in SaaS revenue.
2. In the specialty retail space, they also provide market leading E-Commerce, Marketing, and Service Cloud software that
is integrated with their OMS software. Salesforce OMS does not require the use of their E-Commerce software. About
70% are also using service cloud and another 40% using marketing cloud. They are highly effective at bundled selling
positioning this aspect of their business as a major strategic advantage.
3. They provide 3 product releases annually in alignment across Salesforce.
4. Salesforce cut their teeth on CRM within retail, where they are a market leader, and bring this expertise into the retail
product portfolio.
5. Through their Salesforce Service Cloud, they have one of the most feature-rich capabilities in the area of call center
support with embedded AI functionality that can support customer queries.
6. They have a very large (understatement) developer and partner community, which can help extend their solutions.
7. While one of the concerns over cloud is the homogenous nature of solutions among all clients, through their
architecture they can accommodate high levels of customization. They note their common development standards help
reduce customization costs. They have invested heavily in low code capability and incorporate that low code approach
to OMS customization within optimization workflows.
8. Their workflow optimization engine is powered by the Lightning Flow framework which allows a broad range of factors
to be considered for fulfillment optimization. Their Fulfilment Network apps can also be integrated here for example
enabling carrier cost/speed (Zenkraft, FedEx, Narvar and Bring) into the routing flow to optimize location selection.
9. Broad returns management capabilities.
10. Marketplaces are supported through a wide range of APIs.
11. One of the quickest installation times.
12. Due to the power of the Salesforce platform, they offer one of the broadest levels of country and currency support.
Broad country support is a differentiator. They scored very well around internationalization which would be surprising
for a ‘new’ solution.
13. They fully rewrote their OMS solution in 2019, and the new release (early 2020) has achieved rapid adoption. It is
almost unfathomable that they have added around 130 clients in the last year and a half.

Vendors (continued)
Softeon:
1. Emerging player in the OMS market with deep expertise around WMS. Their solution integrates nicely with their WMS
offering, but the two products are offered independently.
2. Not only does their OMS offering cover the retail space, but they all support B2B and 3PL with it.
3. One of the very impressive differentiators is that they offer a real time simulation tool for defining and developing
fulfillment optimization and logic. It can also make suggestions. With most other vendors you have to run in sandbox
mode or take another approach to simulate what Softeon does natively. They also provide really nice visualizations
after the simulation to see comparison of the competing models.
4. Due to their expertise in the WMS space, they scale to be able to support Tier I clients with their OMS product.
5. Over the last 12 months they have competed in 6 OMS deals and won two-thirds of them.
6. They do all of their systems integration work.
7. While they do not have any grocery clients, they do support rules-based substitutions (if no SKU A from vendor A,
substitute with similar SKU B from vendor B).
8. Within their OMS solution they offer very flexible drag and drop reporting tool designed for non-IT users.
9. Full returns capability is native to the OMS solution.
10. As part of their OMS solution, they actually include a skinnied-down version of their full WMS, generally accessed on a
tablet, so rich set of functionality options are available.
11. They have a visual process modeler for editing workflows.

Vendors (continued)
Symphony RetailAI:
1. OMS is bundled with Order Fulfillment, Click & Collect, and WMS; but can be purchased separately. Most clients have
more than one solution installed. They will offer their OMS as standalone, but predominately it is bundled with another
Symphony RetailAI solution.
2. They started selling OMS in 2006, so over a decade of experience in this solution space.
3. They have a dominant position in European grocery OMS, which is generally viewed as ahead of the North American
grocery market in terms of complexity, driven by dark stores.
4. They provide on-premises and single-tenant SaaS, as well as microservices.
5. Beyond grocery, Symphony RetailAI also has OMS clients in the Department Store, Drug, Mass and Specialty space.
6. Over 25 of their OMS clients have over $1 billion in revenue, and support over 10k SKU’s, though they do support
clients down to the Tier IV space.
7. By our estimation they are the fourth largest OMS vendor by revenue. They are well positioned in the growing Grocery
OMS market.
8. Their expertise in Fresh Item Management is a differentiator for them, as this plays a key role in OMS for grocery.
9. They too have a strong B2B business.
10. Their key integration partners are CapGemini and Infosys.
11. For in-store picking, their software supports picking path calculations.
12. On store picking they can group orders by similarity, subject to certain business rules, delivery times, and other criteria
that can be defined so that a single associate can pick multiple items in the store. As demonstrated this capability
appeared to be very unique and valuable.
13. Very extensive partner network. Key systems integration partners include Capgemini, Infosys, Columbus Consulting,
and Simplain.
14. In order to meet the growing demand for fresh forecasting, they have added fresh-specific factors to their ML
forecasting engine to help drive more accurate orders and assure on-shelf availability at pick time.

Vendors (continued)
Tecsys (formerly OrderDynamics):
1. They were acquired by Tecsys in late 2018 which will provide capital for expanding product development, sales and
marketing efforts. Tecsys has supply chain expertise which has a natural synergy with OMS. Through Tecsys, they now
offer WMS along with broader industry expertise, greater R&D and a bigger international footprint.
2. Written from its inception as a fully SaaS-based multi-tenant solution and offering six updates a year.
3. Focused on mid-market retailers with 20-500 stores in the general retail space in North America and western Europe.
Most of their existing client base is represented within this demographic.
4. For those looking for an AWS alternative, they offer Microsoft Azure only.
5. Order routing optimization can route based upon how busy a location is. This is fairly unique for Tier II/III OMS
providers. Routing also includes enhancements like order consolidation and shipping rate brokering.
6. Recently they have rewritten their returns management module to be more robust and feature-rich.
7. Typical integration is around 4-6 months with 3 months the quickest.
8. Call center capability is embedded.
9. Broad returns capability is native to the OMS solution.
10. Currently offer E-Commerce integrations with Salesforce, Adobe, HCL/IBM, Oracle, SAP and Kibo Commerce.
11. For POS, current Flooid, Epicor, Fujitsu, Toshiba, Oracle and Fujitsu integrations exists.
12. They tout a simplified returns process that requires only 1 scan and 2 clicks to return an entire order.
13. They support a wide array of marketplaces including Amazon, eBay, Walmart, Kohl’s, and any listed provider on
Channel Advisor.
14. There are no current plans to provide any AI/ML capability within the solution.
15. They are deployed in over 30 countries.
16. The number of projects executed through systems integration partners is likely to increase sharply due to the launch
this year of an aggressive partner acquisition and onboarding program. Tecsys has a partner ecosystem with nearly 50
contracted alliance partners.
17. While they do not specifically support grocery, they do have a "Replace Item" function where a user can manually
replace an item with a different similar item.

Methodology
BUSINESS
MARKETING
PRESENTATIO
N SLIDES
How We Got Here
The IHL Insight Market View series is part of the IHL Retail Executive Advisory Program. This is the first of
several research studies to be released and it is only available as part of an advisory relationship. The IHL
Insight Market View research studies combine several of IHL’s best-in-class research components into a
single industry view meant for retailer and vendor executives.
Step 1 – We leverage our WorldView IT Sizing Forecast Model, a sizing and forecast tool for over 300
retail Hardware, Software, SaaS and Services categories. IHL has been sizing and forecasting the
retail/hospitality market worldwide by solutions for over 10 years. This provides the upper bounds of the
market data and total market size.
Step 2 – We combine this with our Sophia Data Service that tracks over 4,500 enterprise retailers and
hospitality providers (with a minimum of 50 locations) in terms of which vendor’s technology a given
retailer/hospitality provider has installed, the total lanes/licenses, the timing of those installations and when
they are due to be replaced.
Step 3 – We validate the installs and business sizing for each vendor through public records and
vendor/channel interviews. Customer service/traction is validated through existing customer interviews and
surveys.
Step 4 – We merge all of this together into a singular view that not only provides total market size, but also
market share and scale of difference between vendors.
This study represents the overall worldwide retail and hospitality Software and Software-as-a-Service
market. For more information on the additional studies being released as part of the Retail Executive
Advisory Program, please see our website or contact us at +1.615.591.2955.
Copyright 2021 IHL Group – All Rights Reserved 57

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IHL Insight The Order Management Market 2021

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IHL Insight The Order Management Market 2021

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The Order Management Market

An IHL Retail Executive Advisory Program Research Study

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3 Introduction, Key Definitions

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IHL projects that the

These growth figures,

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➢ Retail Recovering ➢ Retail Recovering (Con’t)

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➢ Key OMS Development Areas ➢ Best Practices

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➢ Customer Journeys: Optimization ➢ Profitability is Multi-Channel

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Here are the categories that make up each axis.

X – Market Strength Y – Growth/Direction/Resilience Z – Market Share

# Retail/Hospitality Accounts Customer Satisfaction

Size of Accounts Stability/R&D Commitment/Funding

Innovation Unified Commerce (BI, Commerce, Merch/SCM, Sales

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Source: IHL Group

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Source: IHL Group

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Source: IHL Group

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These charts attempt to highlight differentiators in the following areas:

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Fluent Commerce ✓ ✓ Complete

Kibo Commerce ✓ Complete

OneView Commerce ✓ ✓ Complete

Symphony RetailAI ✓ ✓ Complete

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AWS Azure Google Other

Radial ✓ Own cloud

Symphony RetailAI ✓ Oracle, OVH

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