Manhattan Associates, known for supply chain and omnichannel commerce, recently announced significant developments to its Manhattan Active Omni solution. These updates are set to transform retail operations and improve customer engagement, order management and Point of Sale (POS) systems.

According to Raghav Sibal, Managing Director, ANZ, at Manhattan Associates, "As consumer behaviours and expectations are constantly evolving, a powerful omnichannel strategy is table stakes for modern retailers."

Among the key updates is the introduction of a Unified Agent Inbox, which will fundamentally redefine customer engagement. It will serve to consolidate communication channels into a single interface, allowing customer service representatives to email, chat, or text (SMS) with customers while seamlessly viewing and editing orders. "Agents now have the capability to engage with multiple customers simultaneously, managing chats or SMS messages," Sibal said. He proclaimed the Agent Inbox offers features designed to enhance service and sales, such as "personalised, shareable product recommendations, quick order actions to minimise clicks, and quick response templates."

Enhancements have also been made in Order Management, both for customer service operations and digital self-service. Sibal declared, "We've targeted key areas to boost efficiency and enhance customer satisfaction," Primarily, the update simplifies the refund process by enabling automatic refund retries and direct communication with customers for payment method updates. Additionally, advancements in digital self-service give them more flexibility and control, such as opting for SMS delivery updates, tracking shipments and returns with an improved UI, and the new 'Ship it Instead' feature for more convenient fulfilment options.

Developments in POS and Store Inventory & Fulfillment have also been highlighted. The Iris POS system has been enriched with new functionalities including price overrides and gift card management, intended to make transactions more versatile and smooth. Promotion management has been simplified by enabling duplication of promotions, which reduces errors and saves time. Sibal points out that the focus on store inventory and fulfilment is on optimising the return process and enhancing inventory management. "Enhancements in processing returns shipped back to stores allow for better inventory placement and efficiency," he explained.

The drive is to automate and streamline processes to improve efficiency, simplify tasks and ultimately, enhance the customer experience. Manhattan Associates’ updates to the Manhattan Active Omni solutions are poised to make a significant impact on retail operations.