Market Guide for Retail Distributed Order Management

Systems
Published 30 August 2018 - ID G00352250 - 41 min read

ARCHIVED This research is provided for historical perspective; portions may not reflect current
conditions.
By Analysts Tom Enright
Initiatives:Technology and Solutions for Supply Chain and Operations

Consumers are expanding their use of shopping options, thus increasing order fulfillment
complexity for retail and direct-to-consumer companies, and driving investment in distributed
order management systems. This research provides CSCOs with an overview of the market
and software available today.

Overview
Key Findings
■ Because retailers and direct-to-consumer companies face similar multichannel order fulfillment
challenges, their interest in distributed order management (DOM) systems remains significant.
Inquiries from Gartner clients continue to double compared with last year's volume.

■ Over the past two to three years, an increasing number of software vendors have entered the
market with new DOM applications. Mergers and acquisitions between vendors have also taken
place as DOM vendors look to widen their DOM-related application coverage.

■ In-store fulfillment and picking capabilities are increasingly emerging, and will represent the next
phase of maturity in the DOM market.

Recommendations
Chief supply chain officers (CSCOs) in retail who are focused on technology and solutions for
supply chain and operations:

■ Determine the timing of a DOM application selection process by assessing future levels of order
fulfillment complexity in your business and the capability of your current processes in order to
profitably scale to meet future volumes.

■ Assess DOM capabilities to meet future fulfillment complexity by comparing available

functionality with your current and future needs. Include in-store fulfillment as a component on
your application roadmap.

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■ Use this Market Guide to help identify the vendors with which to discuss your DOM requirements
by matching their capabilities and coverage against your business processes and goals.

Market Definition
This Market Guide provides an overview of the vendors in this market and their distributed order
management (DOM) software offerings. It updates Gartner's “Market Guide for Retail Distributed
Order Management Systems, 2017,” which published in July 2017.

DOM systems use rule-based procedures to determine how best to fulfill customer orders — a key
consideration for balancing both fulfillment lead times and retailers’ costs.

The purpose of a DOM application is to allow retailers and direct-to-consumer companies to

maximize order fulfillment while balancing two constraints:

■ The customer expects their order to be fulfilled on time and in full.

■ The company wishes to meet these customer expectations, but at the lowest possible cost of
order fulfillment.

The DOM system, therefore, looks to orchestrate and optimize the process of customer order
fulfillment across a potentially wide variety of inventory-holding locations by managing these
constraints, and without having to trade off one over the other.

A DOM system typically comprises three main components (see Figure 1):

■ A set of transactional data inputs detailing the orders to be fulfilled from various sources: online
sales channels, retailer-owned stores, concessions, franchise stores, wholesale customers,
corporate account customers and orders received through the retailer's call center.

■ A configurable order management rule engine that determines and orchestrates how orders can
be fulfilled from available inventory. This key component represents the centralized "brain" for
reviewing inventory demand from all sales touchpoints, and for routing this demand to the most
efficient fulfillment source, including order reservations and promising.

■ A capability to instruct other systems at fulfillment locations to use available inventory for order
fulfillment execution. Such locations can be stores, distribution and fulfillment centers, dark
stores for e-commerce order fulfillment, suppliers, and third-party providers holding inventory
and managing fulfillment and dispatch. The specific instructions to franchise, wholesale and
concession partners are to execute drop-ship or ship-from-store activities, including pick, pack
and dispatch.

Figure 1. Key Components of a DOM System

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Source: Gartner (August 2018)

Market Description
The market for retail DOM applications consists of:

■ Larger vendors for which DOM is just part of their supply chain application portfolio

■ Vendors that have moved into DOM from a warehouse management system heritage

■ Smaller, more niche vendors that focus mainly on the retail and direct-to-consumer industry
segments

As such, vendors tend to compete with each other within these loose segments, because they have
different strategies in terms of client size, product categories and geographies. With vendors
exhibiting such a variety of strategies, the fit between retail and direct-to-consumer companies and
vendors has the potential to be high.

Market Direction
In order to remain competitive in their markets, recognize the growth in digital business and meet
consumers’ demands for flexible shopping options, retailers continue to integrate in-store and
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online shopping options. Presenting consumers with a unified shopping experience across
channels must remain a fundamental strategic objective for the retail industry. To achieve this,
many retailers are looking to optimize their fulfillment performance by utilizing all available
inventory, not just across their own distribution centers and store networks, but also increasingly
through collaboration with consumer products (CP) suppliers and manufacturers.

In addition to delivery to consumers' homes, or buy online and pick up in store, retailers will have to
offer, for example, locker pickup schemes, and ordering and fulfillment in locations in transport
areas such as subways or train stations. They will even have to offer a "sharing economy" model,
where customers support delivery of other customer orders. Retailers will need to support an even
greater ecosystem for product distribution in order to meet customer expectations for fast and
flexible fulfillment.

Additionally, many companies have accelerated their investment in digital marketing activities,
generating consumer interest with the attention of growing market share. Such increases in
marketing activities must be met by improvements in supply chain fulfillment operations, thus
driving increasing investments in DOM applications.

Although nascent in nature, a growing number of CP companies and manufacturers are also
looking to create additional revenue by selling directly to end consumers. Such an initiative
requires the introduction and management of an additional selling channel, and the need for these
CP companies to mirror some retail fulfillment practices. This need to orchestrate fulfillment
across multiple selling channels is driving increased interest from these companies in DOM system
capabilities.

Offering multiple selling options to consumers presents similar challenges to both retail and direct-
to-consumer companies. In other words, how to optimize order fulfillment cost and service
performance while managing the complexity of using an expanding number of internal and
external inventory locations.

Consequently, many companies are recognizing that investment in DOM systems is becoming a
necessity in order to manage the growing complexity of consumer order fulfillment. Gartner has
fielded twice as many inquiries from our retail and direct-to-consumer clients in the past 12 months
on topics related to the DOM applications on the market and the best practices to follow in the
selection process. This demonstrates the increasing degree of interest from companies in this
market.

The software market for DOM systems continues to grow. Although the number of new vendors
and level of acquisitions has slowed in the past year, compared with those we witnessed in 2016
and early 2017, a number of key developments have occurred:

■ Infor entered the market following the acquisition of the intellectual property rights to Arvato’s
aroma DOM application, launched as Infor Networked Order Management in February 2018.

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■ Magento entered into a definitive agreement to be acquired by Adobe, with the deal closing in
June 2018.

■ OneView Commerce announced in January 2018 that it is integrating its Inventory Management
application with IBM Order Management.

■ Radial was acquired by bpost, Belgium’s leading postal operator, in November 2017.

■ Symphony RetailAI was formed in January 2018, incorporating Symphony GOLD and
Symphony EYC into the company as the Retail Solutions Division and the Customer Intelligence
Division, respectively.

Market Analysis
Vendors specified the extent to which their software met 20 specific functional requirements, as
shown in Table 1 and Table 2.

Table 1: Functional Availability (Vendors Aptos Through Manhattan Associates)

Fluent
Aptos Deposco enVista Generix
Commerce

Acts as a single X X X X X
repository of all
consumer orders
from any retail
channel

Acts as a single X X X X X
repository of all
available inventory
in any retail
channel

Capable of order X X X X X
fulfillment from
inventory sources
across multiple
selling channels

Capable of using X X X X
nearshore
inventory (e.g.,
ASN stock) for
order fulfillment

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 Fluent
Aptos Deposco enVista Generix
Commerce

Capable of using X X X X X
product returns to
any channel for
order fulfillment
for any channel

Capable of X X
fulfilling preorders
and back orders
according to
priority rules

Capable of store X X X X X
pickup and ship-to-
store fulfillment
rules

Capable of X X X
calculating
individual order
fulfillment cost
using end-to-end
cost components

Capable of X X X X X
splitting multiple-
product order
fulfillment across
locations with
available inventory

Capable of X X X X X
tracking an order
through its entire
life cycle

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 Fluent
Aptos Deposco enVista Generix
Commerce

Capable of X X P X X
modifying and/or
canceling an order
between receipt
and dispatch

Capable of X P P P
performing credit
check and
payment
authorization

Capable of X X P P
performing tax
and export duty
calculations

Capable of X X X X X
integration to in-
store fulfillment
solutions

Capable of order X X X X X
routing
optimization of
fulfillment and
shipping/collection
locations

Capable of X X X X
integration to
external carriers
for fulfillment
transportation

Capable of X X X X
processing
payment refunds

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 Fluent
Aptos Deposco enVista Generix
Commerce

Capable of X X X X P
executing drop-
ship fulfillment
from third-party
inventory locations

Capable of X X X X X
providing real-time
store inventory
visibility to DOM
and e-commerce
platforms

Capable of X X X
providing lead-time
estimates for the
delivery of
consumer orders

Key: X = available; P = partially available; White = not available; ASN = advanced shipping notice; DOM = distribute

Source: Gartner (August 2018)

Table 2: Functional Availability (Vendors Mi9 Through Vinculum)

Oracle OneView
Mi9 Oracle OrderDynamics
NetSuite Commerce

Acts as a single X X X X X
repository of all
consumer orders
from any retail
channel

Acts as a single X X X X X
repository of all
available inventory
in any retail
channel

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 Oracle OneView
Mi9 Oracle OrderDynamics
NetSuite Commerce

Capable of order X X X X X
fulfillment from
inventory sources
across multiple
selling channels

Capable of using X X X X X
nearshore
inventory (e.g.,
ASN stock) for
order fulfillment

Capable of using X X X X X
product returns to
any channel for
order fulfillment
for any channel

Capable of X X X X X
fulfilling preorders
and back orders
according to
priority rules

Capable of store X X X X X
pickup and ship-to-
store fulfillment
rules

Capable of X P X X
calculating
individual order
fulfillment cost
using end-to-end
cost components

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 Oracle OneView
Mi9 Oracle OrderDynamics
NetSuite Commerce

Capable of X X X X
splitting multiple-
product order
fulfillment across
locations with
available inventory

Capable of X X X X X
tracking an order
through its entire
life cycle

Capable of X X X X X
modifying and/or
canceling an order
between receipt
and dispatch

Capable of X X X X X
performing credit
check and
payment
authorization

Capable of X X X X X
performing tax
and export duty
calculations

Capable of X X X X X
integration to in-
store fulfillment
solutions

Capable of order X X X X
routing
optimization of
fulfillment and
shipping/collection
locations

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 Oracle OneView
Mi9 Oracle OrderDynamics
NetSuite Commerce

Capable of X X X X
integration to
external carriers
for fulfillment
transportation

Capable of X X X X
processing
payment refunds

Capable of X X X X X
executing drop-
ship fulfillment
from third-party
inventory locations

Capable of X X X X X
providing real-time
store inventory
visibility to DOM
and e-commerce
platforms

Capable of X X X X X
providing lead-time
estimates for the
delivery of
consumer orders

Key: X = available; P = partially available; White = not available; ASN = advanced shipping notice; DOM = distribute

Source: Gartner (August 2018)

Table 3 and Table 4 illustrate the nature of retail and direct-to-consumer companies, respectively,
on which each has a primary and secondary focus. Blanks indicate no current focus.

Table 3: Retail Sector Focus

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 Apparel, Homeware,
Department Mass
Grocers Footwear & Appliances
Stores Merchants
Accessories & DIY

Aptos Secondary Primary Secondary

Deposco Future Future Primary Primary

enVista Primary Primary Secondary Primary Primary

Fluent Secondary Primary Primary Primary Primary

Commerce

Generix Group Primary Primary Secondary Secondary Primary

IBM Primary Primary Secondary Primary Primary

Infor Primary Primary Primary Primary Secondary

Jagged Peak Secondary Secondary Primary Primary

JDA Primary Primary

Kibo Primary Secondary Primary Primary

Magento Primary Primary Primary Primary Primary

Manhattan Primary Secondary Primary Primary Primary

Associates

Mi9 Retail Primary Primary Primary Secondary

Oracle Primary Future Future Primary Secondary

Oracle Primary Primary Primary Primary

NetSuite

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 Apparel, Homeware,
Department Mass
Grocers Footwear & Appliances
Stores Merchants
Accessories & DIY

OneView Primary Primary Primary Primary

Commerce

OrderDynamics Primary Primary Primary Primary

Proximis Primary Primary Primary

Radial Primary Primary Future Primary Primary

Salesforce Secondary Secondary Primary Primary

SAP Primary Primary Primary Primary Primary

Softeon Future Future Primary Primary Primary

Symphony Secondary Primary Primary Secondary Primary

RetailAI

Vinculum Primary Primary Secondary Primary Primary

DIY = do-it-yourself

Source: Gartner (August 2018)

Table 4: Direct-to-Consumer Product Sector Focus

Food & Beverage Household Personal & Beauty Care

Aptos Secondary Secondary Secondary

Deposco Secondary Primary Secondary

enVista Secondary Primary Primary

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 Food & Beverage Household Personal & Beauty Care

Fluent Commerce Secondary Secondary Secondary

Generix Group Primary Secondary Secondary

IBM Secondary Primary Secondary

Infor Primary Primary

Jagged Peak Primary Primary Primary

JDA

Kibo Primary Primary

Magento Primary Primary

Manhattan Associates Secondary Secondary Secondary

Mi9 Retail Primary

Oracle Secondary Secondary

Oracle NetSuite Primary Primary

OneView Commerce

OrderDynamics Primary Primary

Proximis Primary Primary

Radial Secondary Secondary Primary

Salesforce Secondary Primary Primary

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 Food & Beverage Household Personal & Beauty Care

SAP Primary Primary Primary

Softeon Primary Primary

Symphony RetailAI Primary Primary Primary

Vinculum Primary Secondary Primary

Source: Gartner (August 2018)

Table 5 and Table 6 illustrate the geographic areas in which each vendor has a focus on retail and
direct-to-consumer companies, respectively.

Table 5: Retail Focus by Geography

North Middle
Europe Asia/Pacific
America East

Aptos X X

Deposco X X X

enVista X X

Fluent Commerce X X

Generix Group X X

IBM X X X X

Infor X X

Jagged Peak X X X

JDA X X

Kibo X X

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 North Middle
Europe Asia/Pacific
America East

Magento X X

Manhattan X X X
Associates

Mi9 Retail X X X

Oracle X X

Oracle NetSuite X X X

OneView Commerce X X X X

OrderDynamics X X X X

Proximis X

Radial X X

Salesforce X X

SAP X X X X

Softeon X X

Symphony RetailAI X X X X

Vinculum X X X

“X” indicates regional areas of focus.

Source: Gartner (August 2018)

Table 6: Direct-to-Consumer Product Focus by Geography

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 North Middle
Europe Asia/Pacific
America East

Aptos X

Deposco X X

enVista X X

Fluent Commerce X

Generix Group X

IBM X X

Infor X X X X

Jagged Peak X X X

JDA

Kibo X X

Magento X X

Manhattan X X
Associates

Mi9 Retail X X X

Oracle X X X X

Oracle NetSuite X X X

OneView Commerce

OrderDynamics X X X X

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 North Middle
Europe Asia/Pacific
America East

Proximis X

Radial X X X

Salesforce X X

SAP X X X X

Softeon X X X

Symphony RetailAI X X X X

Vinculum X X

“X” indicates regional areas of focus.

Source: Gartner (August 2018)

Representative Vendors
The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to
provide more understanding of the market and its offerings.

Vendor Profiles
Aptos
www.aptos.com

Aptos is headquartered in Atlanta, Georgia. The latest version of its Enterprise Order Management
(EOM) software, 2018.2, was released in August 2018.

Aptos has a primary focus on the footwear, apparel, department store, specialty hardware and
general merchandise sectors. It does not currently have a focus on grocery retailers. Aptos has
retail clients in North America and Western Europe, and an increasing focus on Latin America and
the Asia/Pacific regions.

EOM is available in multitenant and single-tenant public cloud deployments, and can be
implemented on a stand-alone basis. It can be integrated with other applications in the Aptos suite,

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such as Point of Sale (POS), Warehouse Management System (WMS), Merchandising, Digital
Commerce and CRM.

EOM also has integrations to third-party applications such as Salesforce Commerce Cloud,
HighJump, Island Pacific, JDA, Magento, Manhattan Associates and Oracle, and to a number of
payment, tax and shipping application providers.

Aptos' internal teams provide business process design to clients, with change management being
provided through implementation partners such as Cognizant, e2x and SCApath.

Aptos EOM is available on a tier-based pricing basis, with the variables being order volume and
number of stores connected to EOM.

Deposco
www.deposco.com

Deposco is headquartered in Alpharetta, Georgia. The latest version of Bright Order, 2018.06, was
released in June 2018.

Deposco focuses on midsize and enterprise clients within specialty retail, CP, mass merchant and
department store sectors. Its geographical focus is in the North America and Asia/Pacific regions,
although it has some limited presence in Europe. Retail customers of its application are Altitude-
sports.com, Century 21 Department Store, Chick-fil-A, Designer Eyes, eFavormart and Red Wing
Shoes. Its clients have annual revenue of up to $5 billion.

In the CP industry, Deposco has a primary focus on the household sector, with a secondary focus
on the food and beverage and personal and beauty care sectors, in North America and
Asia/Pacific. Clients in these sectors include Coca-Cola and Titan Distributors.

Bright Order is a component of the Bright Suite of omnichannel applications, which reside on a
singular cloud-based platform. It can be implemented on a stand-alone basis, or integrated with
other applications such as CRM, WMS, POS and procurement management.

Deposco can provide business process and change management consulting, and currently delivers
all its own implementations. However, recently executed strategic partnerships will extend
implementation services to select third parties.

Bright Order is licensed on an order-volume-based subscription model.

enVista
www.envistacorp.com

enVista is headquartered in Carmel, Indiana. The latest version of its Unified Commerce Platform,
Enspire Commerce v.1.6.4, was released in January 2017.

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enVista has clients in all retail sectors, and is focused on the North America and Europe markets.
Retail customers of its application include American Freight Furniture and Mattress, Blendtec,
Gymboree Group, PetSmart, Performance Bicycle, Spencer’s and Yankee Candle. Clients typically
have annual revenue of up to $3 billion, with some in the $5 billion to $10 billion range.

In the CP industry, enVista has a primary focus on the specialty retail, luxury, household and
furniture, automotive parts, and personal and beauty care sectors. Its secondary focus is on food
and beverage and third-party logistics (3PL) in both North America and Europe. Clients in these
sectors include GNC, Ingenious Designs, Kendo, LASCO Fittings, Saddle Creek Logistics Services
and Sassy.

enVista’s DOM application is a foundational component of its Enspire Commerce Unified

Commerce Platform. That platform includes POS/mobile POS (mPOS), product information
management (PIM), trading partner management (electronic data interchange — EDI), store
fulfillment and vendor drop shipping, and an e-commerce microsite platform. The platform is
delivered as an integration platform as a service (iPaaS) to integrate with clients’ existing systems.
DOM can also be deployed as a stand-alone application.

enVista provides system integration, business process management and change management
consulting through its in-house consulting teams, as well as through BRP and Perfaware.

Licensing is based on order volume and integration complexity. There are tiers for monthly fees,
and integration/implementation costs are based on the number of integration points/development
hours/client resources.

Fluent Commerce
www.fluentcommerce.com

Fluent Commerce is headquartered in Sydney, Australia. The latest version of its Fluent
Orchestration Cloud, v.4.30, was released in May 2018.

Fluent Commerce has clients in all retail sectors, most of which are based in Asia/Pacific and
Europe. Retail customers of its application include French Connection, JD Sports, Nine West, Target
and Woolworths Group. Clients have annual revenue of up to more than $10 billion.

Fluent Commerce has a secondary focus on the CP industry, with clients in consumer electronics
and a major global beauty care company.

Its DOM application is deployable on a stand-alone basis, but also has preintegrations with other
modules such as product availability, global inventory, in-store fulfillment and analytics insights.

Implementations can be carried out by internal teams, and also by integration partners such as
Accenture, Astound Commerce, AyataCommerce, BORN, Bridge Consulting, Deloitte Digital,
Happiest Minds and UXC Oxygen. Business process support can be provided by in-house teams
and partners, with partners also providing change management support.
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The Fluent Orchestration Cloud provides interfaces to Salesforce Commerce Cloud, Salesforce
Service Cloud, SAP Hybris Commerce, and to the Magento, Sitecore and Shopify applications.

Licensing fees are based on an annual subscription composed of a base platform and order
volume, aligned to the client’s preferences.

Generix Group
www.generixgroup.com

Generix Group is headquartered in Lesquin, France. New capabilities for the Generix Order
Management System (OMS) application are regularly updated, so Generix does not use a
versioning scheme or release dates.

Generix Group has a primary focus on department stores, mass merchants and specialty retailers.
Its clients are mainly based in Europe, although it has some presence in North America. Retail
customers of its application include a specialist discount retailer and a major homeware retailer,
both in France, and also a major global food retailer.

In the CP industry, Generix Group has a primary focus on the food and beverage sector, and a
secondary focus on the household and personal and beauty care sectors. Clients in these sectors
include major European and global manufacturers of fruit-based and milk-based products.

Generix Group’s DOM application is deployable as a dedicated stand-alone SaaS application.

Implementations are carried out by Generix teams in many countries, and also by integration
partners such as Accenture, Atos, BearingPoint, Capgemini and Deloitte. Business process and
change management consulting can be provided by Generix and implementation partners.

Generix OMS is part of its Supply Chain Execution offering, which includes Warehouse
Management Solution (WMS), Transport Management Solution (TMS) and a Vendor Managed
Inventory (VMI) tool.

Licensing is based on two components: business process functionalities that the customer must
subscribe to, and the volume of monthly orders managed by the application.

IBM
www.ibm.com

IBM is headquartered in Armonk, New York. The latest version of the IBM Order Management
application, v.18.2, was released in June 2018.

IBM Order Management has clients in all retail sectors, with a secondary focus on the grocery
sector. Geographically, the company has clients in all sectors in North America, Europe and
Asia/Pacific. Retail customers of its software include adidas, Kroger and Ulta Beauty.

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In the CP industry, IBM Order Management has a primary focus on the household sector, with a
secondary focus on food and beverage and personal and beauty care, mainly in North America and
Asia/Pacific. Clients include Sephora and Sherwin-Williams.

The IBM Order Management software can be implemented as a stand-alone offering, on-premises
or in the cloud. Related software within the overall Order Management suite includes IBM Watson
Order Optimizer for artificial intelligence (AI)-assisted fulfillment, call center/customer service, and
store engagement software for in-store ordering, clienteling, picking and fulfillment.

Order Management is part of the IBM Watson Commerce platform, which includes omnichannel
commerce, order management and fulfillment, digital experience, and customer insights. This
platform also integrates with IBM Watson Marketing and IBM Watson Supply Chain, combining to
provide the IBM Watson Customer Engagement suite.

IBM has a wide choice of global implementation partners and integrators.

Infor
www.infor.com/retail

Infor is headquartered in New York City. The latest version of the Infor Networked Order
Management (INOM) software, v.18.3, was released in May 2018.

INOM has a focus across retail sectors. Its client base mainly consists of large European retail
organizations, although it also has a number of specialty retail clients in North America.

INOM is offered as SaaS in North America, Europe and the Australian region. It is available as a
stand-alone solution or as part of the retail suite that includes POS, warehouse management, GT
Nexus Commerce Network and demand management.

Infor has internal consulting capabilities as well as partnerships with major system integrators and
boutique consulting companies. Infor’s internal consulting teams and external partners provide
business process design, change management, system implementations and digital supply chain
transformations.

Infor has established partnerships with companies such as Accenture, Arvato Systems, Avaap,
Axsium, Bails & Associates, Deloitte, Evolve Information Solutions, Fortude, Capgemini and Tata
Consultancy Services (TCS).

Jagged Peak
www.jaggedpeak.com

Jagged Peak is headquartered in Tampa, Florida. The latest version of its EDGE application,
v.16.13, was released in July 2018.

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Jagged Peak has a focus on all retail sectors, other than grocery. It has clients in North America,
Europe and Asia/Pacific. Retail customers of its application include John Varvatos, Lenox, LVMH,
Rockport, TOM FORD and Vince Camuto. Retail clients have annual sales revenue of up to $3
billion.

In the CP industry, Jagged Peak has a primary focus on the food and beverage, household, and
personal and beauty care sectors in North America, Europe and Asia/Pacific. Clients in these
sectors include AERIN, Morphe, Nespresso and Unilever. CP clients have revenue of up to $5 billion
per annum.

Jagged Peak's DOM application is part of the cloud-based EDGE platform, also including e-
commerce website management, multichannel analytics, product merchandising and StorePoint
in-store omnichannel fulfillment, among other applications. Jagged Peak offers both a single-
tenant and multitenant shared SaaS model.

Business process and change management consulting can be provided by the Jagged Peak
professional services team or its implementation partners, SP eCommerce, Oracle, TAISTech and
Cybage Software.

Licensing for the cloud SaaS delivery model is based on a monthly subscription covering hosting
and order transaction volumes. Software maintenance costs are included in the monthly
subscription and/or managed services fee.

JDA
www.jda.com

JDA is headquartered in Scottsdale, Arizona. JDA resells the IBM Sterling Order Management
application; the latest version, v.9.5, was released in June 2016.

JDA has clients in specialty retail sectors in North America, with annual revenue of up to $5 billion.
Retail customers of its application include well-known fast fashion, apparel, beauty, accessory and
office supply companies.

IBM Sterling Commerce can be implemented on a stand-alone basis and deployed as private or
public cloud offerings in either single-tenant or multitenant configurations. JDA Connect,
partnering with MuleSoft for API enablement, provides real-time integration with Order
Management systems, such as IBM Order Management, and JDA’s Intelligent Fulfillment and
Intelligent Store applications, such as WMS, TMS, Demand Forecasting and Fulfillment via
standardized messages.

JDA and its partners provide business process design and change management consulting.
Lightwell can implement, manage and support the IBM Sterling Order Management application.

JDA currently aligns licensing costs with IBM pricing strategies. All pricing is order-volume-based,
although both an IBM Commerce on Cloud SaaS hosted model and a traditional perpetual pricing
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model are offered.

Kibo
www.kibocommerce.com

Kibo is headquartered in Dallas, Texas. New capabilities for the Kibo Order Management System
application are released every month, and clients are always on the latest version.

Kibo has large department store clients and small-to-midsize specialty retail clients in North
America and Europe. Retail clients of its application include Fleet Feet, Home Hardware, Modell's
Sporting Goods and Tourneau.

In the CP industry, Kibo focuses on the power sports, musical products, fashion and apparel,
household, and personal and beauty care sectors, with future plans to expand into food and
beverage in North America and Europe. Clients in this sector include BSH home appliances,
Johnson Outdoors, Mizuno Group and Polaris.

Kibo offers a 100% multitenant SaaS cloud application, with a single instance of the software
serving all clients and available as a stand-alone deployment. It can be integrated with the Kibo
commerce suite, including Kibo eCommerce, Kibo Mobile Point of Commerce and Kibo Real-Time
Individualization. The application has also been integrated with other e-commerce solutions like
Salesforce Commerce Cloud and Magento.

Kibo's internal teams and system implementation partners can provide business process
consulting, with partners including Cognizant, DEPlabs, Echidna and PFS also available for change
management consulting services.

Licensing costs can be based on order volume or gross merchandise value, depending on client
preferences.

Magento
www.magento.com

Magento is headquartered in Campbell, California. New capabilities for the Magento Order
Management (MOM) application are regularly updated to the platform. Because it is a SaaS
platform, Magento does not use a versioning scheme or release dates.

Magento has clients in all retail sectors in North America and Europe, and a growing presence in
Asia/Pacific and Latin America. Magento has retail clients across all annual revenue bands, up to
$10 billion, and they include specialty clothing, music, optical and airport retail operators.

In the CP industry, Magento has a number of clients in the household appliance and food and
beverage sectors operating across North America, Europe and Asia/Pacific.

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MOM is available for stand-alone deployment, is preintegrated with Magento Commerce, Magento
Business Intelligence Pro and Magento Shipping, and has carrier integration via partnership with
Temando. The addition of the Magento Commerce Cloud to the Adobe Experience Cloud can
provide a single end-to-end digital platform, including content creation, marketing, analytics and
commerce for B2B and B2C customers.

Magento and its partners — including Blue Badger, Lyons Consulting Group (LYONSCG), Redbox
Digital, Vaimo and AOE — provide business process design and change management consulting
services.

Licensing is based on a yearly fee, which is based on gross merchandise value for the core
Magento Order Management application.

Manhattan Associates
www.manh.com

Manhattan Associates is headquartered in Atlanta, Georgia. The latest version of its Enterprise
Order Management (EOM) application is part of the new Manhattan Active Omni application suite,
which was released in May 2017.

Manhattan Associates has clients in all retail sectors across North America, Europe and
Asia/Pacific, and includes clients with annual revenue ranging from $250 million to more than $10
billion.

It has a secondary focus on the North American consumer goods market, with clients in the food
and beverage and personal and beauty care vertical industries.

The EOM application shares a single common cloud-native platform with Manhattan's Point of
Sale, Store Fulfillment, Customer Engagement and Store Inventory management applications.

The primary mode of deploying the multitenant application is in the public cloud, although private
cloud, on-premises and managed hosting service options are available.

Manhattan's internal teams can provide business process design and change management
consulting, and use system implementation partners including Accenture, Capgemini, Deloitte, IBM
Global Business Services, Kurt Salmon and Sapient/Expicient.

Licensing options are available on both a subscription and perpetual license basis. Subscription is
available at both the suite and product levels, and is based on the modules selected and annual
orders/transaction volume.

Mi9 Retail
www.mi9retail.com

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Mi9 Retail is headquartered in Miami, Florida. The new Mi9 Unified Order Management System
(OMS) application, version 1.1 was released in March 2018.

Mi9 Retail has clients in most retail sectors, other than grocery, with annual revenue of up to $5
billion. Geographically, these clients are based in North America, Europe and Asia/Pacific, and
include companies such as Everything But Water, Hard Rock, Levi’s, Nike, Oscar de la Renta,
Samsonite, Spencer’s, Talbots and Tea Collection.

In the CP industry, Mi9 Retail has a primary focus on the personal and beauty care sector in North
America, Europe and Asia/Pacific. Clients in this sector include Fresh, Little Tikes, MAKE UP FOR
EVER, Nike Asia and Sisley Asia.

The Mi9 Unified OMS application is offered as a cloud-based SaaS solution that can be
implemented on a stand-alone basis, or as part of a broader Mi9 solution suite. All
implementations and business process design consulting services are provided by Mi9 internal
resources. Change management services may be provided by Mi9 consulting or through a third-
party provider.

Mi9 Unified OMS functionality combines features of the earlier Wealth Mosaic OMS, the Mi9 e-
Commerce OMS, and a new omnichannel fulfillment optimization engine, available-to-promise
(ATP) engine, and order broker. The system is managed centrally with interfaces to merchandising,
POS, warehouse management and e-commerce systems.

The Unified OMS functionality also extends into a call center for order tracking, order progress, and
order updates and maintenance, with POS notifications and fulfillment through Pick/Pack/Ship.
These may be combined or used independently as required.

Licensing costs consist of an implementation fee plus a SaaS subscription fee.

Oracle
www.oracle.com

Oracle is headquartered in Redwood City, California. The Oracle retail order management suite
comprises the Oracle Retail Order Management System and the Oracle Retail Order Broker Cloud
Service, with the latest releases occurring in February 2018.

Oracle has clients in most retail sectors, other than the grocery and mass merchant sectors. It has
a presence in North America and an expanding presence in Europe; in both regions, its focus is on
specialty sectors. Retail customers of its application are Barneys New York, Foot Locker, Helzberg
Diamonds, Red Wing Shoes and West Marine.

In the CP industry, Oracle focuses on the food and beverage and personal and beauty care sectors
in all regions. Clients in the personal and beauty care sector include global beauty and eyewear
brands.

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The Oracle retail order management suite can be implemented on a stand-alone basis with
fulfillment augmented by the Oracle Retail Order Broker Cloud Service application for rule-based
fulfillment configuration. Integrations are available with other applications, such as Oracle Retail
Xstore Point of Sale, Oracle Retail Customer Engagement Cloud Services and Oracle Commerce
Cloud. The Oracle retail order management suite is available exclusively as a SaaS cloud offering.

Oracle can provide business process design and change management consulting. Clients can also
use an authorization provider or system integrators, such as Logic, for integration services,
including custom integrations.

Licensing is offered as a subscription, and order transaction volume sold in bands is the metric to
determine pricing.

Oracle NetSuite
www.netsuite.com

Oracle NetSuite is headquartered in Redwood Shores, California. The latest version of its Order
Management application, v.18.1, was released in May 2018.

NetSuite has retail clients in all sectors, other than grocery. These clients are based in North
America, Europe and Asia/Pacific, and are smaller enterprises with annual retail revenue of less
than $1 billion. They include Toad&Co, Williams Sonoma and a number of smaller retailers across
various industry sectors.

In CP, NetSuite has clients in the household and beauty and personal care sectors.

NetSuite is built as a suite that includes ERP, CRM, WMS, e-commerce (SuiteCommerce Advanced)
and POS (SuiteCommerce InStore). NetSuite Order Management cannot be deployed on a stand-
alone basis. The development strategy for all new DOM functionality is to be fully integrated with
NetSuite's ERP and Commerce solutions.

Implementations can be carried out by NetSuite Professional Services.

Licensing is a monthly subscription fee composed of the base NetSuite platform, plus any
additional modules and a per-user license fee.

OneView Commerce
www.oneviewcommerce.com

OneView Commerce is headquartered in Boston, Massachusetts. The latest version of its OneView
Inventory Management (IM) application, v.2.15.4, was released in March 2018.

OneView Commerce has clients in most retail sectors, other than grocery, across all geographies.

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Clients have annual revenue in the range of $1 billion through $10 billion. Retail clients of its
application include Australia Post, Carhartt, Discount Tire, Telefónica Deutschland Group (E-Plus),
Molton Brown, Telefónica’s O2 (U.K.), Rapha, Travis Perkins and Wickes.

It currently has no CP clients.

OneView offers cloud/SaaS deployment. The OneView IM application is a core capability of the
OneView Digital Store Platform. It can also act as a stand-alone system that can be integrated with
any POS solution, ERP system, or other system of record needing to integrate with stock balances
and distributed orders.

OneView Commerce internal teams provide business process design, digital transformation
consulting and implementation services, and they work with retailers and partners to align the
necessary change management consulting. OneView has a network of global partners — including
Attune Technologies, Capgemini, CGI, Cognizant, Enterprise Wide, Infosys and Mindtree — that may
augment consulting and implementation services provided by OneView.

OneView Commerce has validated integration with SAP Hybris (through version 6.x) and IBM
WebSphere Commerce (version 8.x). Licensing is available on a SaaS basis in either a traditional
multitenant or private cloud model.

OrderDynamics
www.orderdynamics.com

OrderDynamics is headquartered in Toronto, Canada. The latest version of its Distributed Order
Management (DOM) application, v.18.5, was released in August 2018.

OrderDynamics has clients in most retail sectors, other than grocery. Most clients are based in
North America and Europe, with smaller levels of representation in Asia/Pacific and the Middle
East. Retail customers of its application include Browns Shoes, Columbia Sportswear, Crabtree &
Evelyn, JYSK Group, Mastermind Toys, Quiksilver, Speedo/Berghaus, and a major Australian
department store retailer.

In the CP industry, OrderDynamics has a primary focus on the household and personal and beauty
care sectors, mainly in North America, Europe and Asia/Pacific. Clients in these sectors include the
American Diabetes Association, iHealth Fulfillment and Scrubs & Beyond.

OrderDynamics’ DOM application is a native multitenant SaaS deployment on the Microsoft Azure
public cloud. It can be implemented as a stand-alone application in addition to being integrated
with OrderDynamics’ in-store fulfillment, call center and e-commerce platform applications.
Significant e-commerce platform integrations include BigCommerce, Episerver, Oracle Art
Technology Group (ATG), Salesforce Commerce Cloud, Shopify Plus and IBM WebSphere
Application Server.

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OrderDynamics can provide business process design and change management consultancy, along
with implementation partners including Ascent Solutions, BORN, Bricz, Guidance, Isobar, Luminos
Labs, OSF Commerce and Tieto.

Software fees are composed of three components: a one-time implementation/integration

professional services fee, a fixed monthly SaaS fee, and fixed fee per order processed over certain
volumes.

Proximis
www.proximis.com

Proximis is headquartered in Paris, France. The latest version of its Proximis distributed order
management system, v.3.6, was released in August 2018.

Proximis has clients in the department store and specialty retail sectors. All clients are based in
Europe, and include Agatha, BURTON OF LONDON, Galeries Lafayette, GO Sport, INTERSPORT,
JouéClub, Lacoste Group, Longchamp, The Kooples, and Zadig & Voltaire.

In the CP industry, Proximis has a primary focus on the food and beverage and personal and
beauty care sectors in Europe. Clients in these sectors include Comtesse du Barry, Ladurée and
LIERAC.

The DOM application cannot be implemented on a stand-alone basis because it is dependent on

the Proximis ONline or Proximis INstore applications. It is deployed exclusively in a SaaS
environment.

Related products in the Proximis suite include e-commerce platform, INstore sales associate
application and mPOS Application.

Implementation, business process design and change management consulting are exclusively
provided by partners including Antadis, Clever Age, Davidson Consulting, Emakina Group, Pictime
and SQLI Group.

Radial
www.radial.com

Radial is headquartered in King of Prussia, Pennsylvania. The latest version of the Radial Order
Management application, v.18.2, was released in June 2018.

Radial has clients in most retail sectors, other than grocery. It has a presence in North America,
Europe and Asia/Pacific, with clients including GameStop, GUESS, Hibbett Sports, Lucky Brand
Jeans, Shoe Carnival and Stein Mart.

In the CP industry, Radial has a primary focus on the personal and beauty care sector, with a
secondary focus on the food and beverage and household sectors, in North America and Europe.

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Clients include Bath & Body Works, Beachbody, GNC, and a leading European manufacturer of
vacuum cleaners and dryers.

Radial Order Management is a multitenant SaaS application that combines DOM, enterprise
inventory, store fulfillment, customer service tools and business intelligence in a single unified
platform. It can be implemented on a stand-alone basis. Radial Order Management is preintegrated
with other Radial services, including payment and fraud protection, logistics, customer care, drop
ship, and marketplaces. Radial Order Management is also preintegrated with third-party digital
commerce applications.

Radial's internal service team can provide business process design and change management
consulting, as well as Radial Order Management implementations. Certified integration partners
include ACADACA, Astound Commerce, BORN, Gorilla Group, Guidance, Ignition Commerce and
Lyons Consulting Group.

Radial's standard price model includes a startup and variable ongoing run fee. The variable
ongoing run fee is driven by order volume.

Salesforce
www.salesforce.com

Burlington, Massachusetts-based Demandware was acquired by Salesforce, headquartered in San

Francisco, California, in July 2016. The latest version of the Commerce Cloud Order Management
application, v.18.9, was released in April 2018.

Salesforce Commerce Cloud Order Management’s presence is currently in North America and
Europe. Retail customers of Commerce Cloud Order Management include Acne Studios, Life Is
Good, and a number of department store and specialty apparel and footwear retailers.

In the CP industry, Salesforce has a primary focus on the household and personal and beauty care
sectors, with a secondary focus on the food and beverage sector, in North America and Europe.
Clients in these sectors include Panasonic and a global skincare consumer manufacturer.

Commerce Cloud Order Management is exclusively cloud-based and integrated with Commerce
Cloud Digital e-commerce platform. It is not available as a stand-alone application, and clients
must have a Commerce Cloud Digital implementation.

Salesforce can provide business process design consulting, but not change management. This
and other implementation services are provided by partners such as Lyons Consulting Group,
Accenture (Media Hive), Open Science Framework, SapientRazorfish and Visionet Systems.

SAP
www.sap.com

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SAP is headquartered in Walldorf, Germany. The latest version of SAP’s order management
capabilities is based on SAP Commerce Cloud v.6.7, and was released in May 2018.

SAP has clients in all retail sectors globally, and with annual revenue from $1 billion to more than
$10 billion. Clients include large North American grocery retailers, global apparel companies and
well-known specialty retailers.

It also has a number of leading CP brands as clients, based in all global regions.

SAP Commerce Cloud order management supports both SaaS and on-premises deployment
models. It is integrated with SAP Sales and Distribution (SD), a module of SAP ERP and SAP
S4/HANA. It is also integrated with the SAP Customer Activity Repository, a system that provides
real-time inventory visibility, merchandise and assortment planning, POS Data Management, and
Promotion Management for Retail.

The solution is available for customers that do not have SAP back-office systems.

Softeon
www.softeon.com

Softeon is headquartered in Reston, Virginia. The latest version of the Softeon Distributed Order
Management (DOM) system, v.6.0, was released in August 2017.

Softeon has clients in the specialty and grocery retail sectors in North America, Europe and the
Middle East. Softeon also has DOM customers in the CP, 3PL and healthcare sectors.

Softeon DOM is part of a platform suite built on a single service-oriented architecture paradigm,
including store inventory and fulfillment module and case management.

Softeon DOM uses order hub functionality, integration with marketplaces and shopping carts,
reverse logistics, inbound goods flow optimization, and client-specific 3PL requirements for
onboarding and operational management.

The Softeon DOM application can be implemented on a stand-alone basis and in a number of
deployment models, including public, private and hybrid cloud; multitenant; multi-instance; and
hosted/managed services model.

Softeon can provide business process design. It has partnered with two consulting firms that
complement its implementation teams with project management, requirements and testing.

Licensing options include order-volume-based subscriptions or perpetual licensing models.

Symphony RetailAI
www.symphonyretailai.com

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Symphony RetailAI is headquartered in Dallas, Texas. The latest version of its SR Distributed Order
Management software, v.6.0, was released in August 2018.

Symphony RetailAI has clients in many retail sectors, with a primary focus on mass merchants and
grocers in Europe, the Middle East, Asia/Pacific, North America and Latin America. Retail clients
have annual revenue from $1 billion to more than $10 billion.

Retail customers of its application include Alshaya, Conforama, Dollar General, Leroy Merlin,
Mercator Group, and Smart & Final.

SR Distributed Order Management is part of the company’s Retail Supply Chain Managers suite,
which also includes enterprise applications of SR Retail Data Management, SR Supply Chain
Execution (merchandise management), SR Replenishment Planning, SR Inventory Management
and SR Logistics Operations.

SR Distributed Order Management cannot be implemented as a stand-alone application.

Deployment options of hosting, on-premises and SaaS cloud are available.

Symphony RetailAI and its partners can provide business process design and change management
consulting services.

SR Distributed Order Management is priced separately, but is an integral part of the Retail Supply
Chain Managers’ suite. Licensing options such as perpetual, fixed-term, quarterly leasing and order-
volume-based are available.

Vinculum
www.vinculumgroup.com

Vinculum is headquartered in Noida, India. The latest version of its Vin eRetail application was
released in March 2018.

Vinculum focuses on all retail sectors. Its clients are mainly based in the Asia/Pacific region,
although it does have some representation in North America and the Middle East. Retail clients
include IT GALERI, MOBILEGALERI.com, EZMall, Fossil Group, POPULAR, SM Supermalls, SM
Retail and Suy Sing Commercial.

In the CP industry, Vinculum has a primary focus on brands, medical devices, personal and beauty
care, and food sectors in Asia/Pacific and North America. Clients include Johnson & Johnson,
Nykaa and Vestige Marketing.

Vin eRetail is a modular multichannel, multicurrency and multilingual application. Its functionality
includes Product Information Management (PIM), merchandising, warehousing, order
management, fulfillment, loyalty, campaigns and coupon management for the retail, e-commerce,
wholesale and distribution industries. It can be implemented on a stand-alone basis, and can be

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integrated with ERP systems, POS, marketplaces, 3PL providers and web store platforms. Most
implementations are deployed on multitenant and multi-instance public or private clouds.

Vinculum uses its internal teams for business process design, change management and
implementation, but they can also work alongside partners and system integrators.

Licensing is based on an order/user-volume-based monthly fee.

Market Recommendations
For many years, when consumers’ intended store purchases were out of stock in stores or
distribution centers, retail sales associates’ raised in-store customer orders to both save the sale
and retain customer loyalty.

Today, single-channel brick-and-mortar retailers represent a diminishing fraction of the market, and
multichannel retailers and some CP companies are directly engaging consumers through an
increasing variety of collection or delivery options. This approach is generating consumer demand
through physical and digital means, and causing increasing complexity to the process of fulfilling
orders to consumer expectations and business cost targets.

The escalating interest in DOM that we have seen from retail and direct-to-consumer businesses is
a logical evolution for both the industry and the vendor community. Companies with increasingly
complex fulfillment processes need to consider long-term solutions and explore the software and
vendors in the market. Key to this approach are three recommendations:

■ Assess the level of order fulfillment complexity being introduced into your business as you
increase the methods by which consumers can order products. Use this to determine the timing
for starting the selection process with the shortlisted vendors. Ensure that your selection process
starts at least 12 months before you anticipate your fulfillment process will become too complex
for your current operations to manage.

■ Build DOM capabilities to meet future fulfillment complexity, and include in-store fulfillment as a
component on your application roadmap. Focus on designing system configuration to meet
your current and anticipated fulfillment activities, rather than overconfiguring applications to
manage very infrequent order types and fulfillment scenarios.

■ Use this Market Guide to help identify the vendors with which to discuss your DOM requirements
by matching their capabilities and coverage against your business processes and goals.

Evidence
This Market Guide was compiled from a combination of Gartner analyst insights into the retail and
direct-to-consumer markets, and from questionnaire responses from 24 leading vendors that offer
software appropriate to these relevant industries. The vendors are individually profiled in this
Market Guide, and compared in terms of functionality as well as the industry sector and

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geographies of their existing client bases. The purpose of this Market Guide is to provide insight
into vendor offerings in order to assist Gartner clients in identifying the vendors and systems they
may wish to investigate in more detail.

Gartner has fielded twice as many inquiries from our retail and direct-to-consumer CP clients in the
past 12 months on topics related to the DOM applications on the market and the best practices to
follow in the selection process.

Note 1
Representative Vendor Selection
The vendors profiled in this Market Guide have featured most prominently in inquiry calls from
Gartner clients, and demonstrated a commitment to the DOM market through continuous delivery
of new functional capabilities over the past 12 to 18 months.

Document Revision History

Market Guide for Retail Distributed Order Management Systems, 2017 - 3 July 2017

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Best Practices for Implementing Retail Distributed Order Management Systems
Market Guide for In-Store Logistics Systems

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