The Hidden Cost of Supply Chain Inefficiency

As a former retail owner and supply chain tech advocate, I’ve always understood the importance of efficient supply chain operations. Most importantly, how it impacts the customer. In today’s e-commerce world, many of us have predetermined expectations of what a positive and not so great experience is when we purchase items online. But it wasn’t until I encountered a frustrating experience myself that I truly grasped how broken retailer supply chains can be. 

Working closely with brands, retailers and logistics providers, I know firsthand that technology directly impacts supply chains. As a consumer, I also know that big-box retailers spend a lot of time and effort creating the best journey they can for people like myself who shop online. However, using technology doesn’t equate to a positive experience—it requires companies to connect, communicate, and collaborate. 

Let me share my own story and why the value of supply chain optimization, efficiency, and visibility is a requirement. 

E-commerce Order Allocation Debacle

To begin, my family just recently relocated. That in itself is already exciting and new. We purchased a home and set out to remodel our new space. We were eager and excited and ordered thousands of dollars worth of inventory. What followed, however, was a maze of inefficiencies that revealed a glaring problem in this retailer’s logistics process and operations. 

After making our selections, we were directed to purchase our items online. Once our order was placed, the retailer's e-commerce system automatically selected a store to fulfill the order—not based on proximity, but purely on inventory availability. The chosen store was located in a completely different state. When logistical hiccups arose, customer service became a nightmare. 

Lack of Process Nightmare

Unfortunately, some of our items needed to be replaced or returned. We went back online to determine next steps. But to our surprise, we were directed to contact the store where the inventory was shipped from—thousands of miles away. After numerous conversations, we were left frustrated and unsure how to resolve our issues.

Sadly, this type of fragmented process is more common than expected. It forces customers to navigate between disconnected support teams from one distant store to another, with no centralized help. What could have been a simple replacement turned into a fiasco on how to return and ship inventory to a store in another state while trying to locate new inventory. There was zero insight into the original order for the out-of-state store or where new inventory may be located. This disjointed experience sharply contrasted with the smooth operations one might find with industry giants like Lowe’s or Home Depot.

But this isn’t just about a single frustrating experience. It’s a symptom of a larger issue in the industry—a lack of integration between e-commerce, inventory management, and customer support. That’s why at Osa Commerce, we’re committed to bridging this gap and help optimize operational efficiency.

Enhance Operational Efficiency

Osa has built a solution that offers a seamless connection between multiple vendors, real-time inventory visibility, and centralized customer support. Imagine placing an order, knowing exactly where your items are, and resolving any issues through one streamlined system. No more fragmented experiences—just an efficient, transparent, and customer-centric supply chain, exactly what every business and customer deserves.

The Osa Collaborative Visibility Platform helps drive: 

Instant Inventory Visibility

Gain real-time inventory visibility, giving businesses and customers up-to-the-minute insights on product availability across multiple vendors and selling channels. With this capability, businesses avoid costly stockouts or overselling, while customers experience a smoother, more reliable shopping experience.

Real-Time Tracking & Reporting

Seamlessly integrate real-time tracking and reporting, allowing users to follow their orders at every stage of the fulfillment process. This transparency helps businesses identify bottlenecks and make informed decisions that improve overall logistics performance.

Holistic Shopping Experience

Connect all aspects of the supply chain, creating a holistic and unified shopping experience. Customers benefit from a seamless journey, from order placement to delivery, while businesses see improved customer satisfaction through more efficient operations. 

Enhanced Customer Support

With centralized customer support, Osa Commerce ensures that all inquiries are handled efficiently. Instead of directing customers to fragmented support channels based on store location, issues are resolved through a single platform, providing quick and effective solutions that elevate the overall customer experience.

One Unified Commerce Platform

Enhancing your customer experience starts with technology that scales and optimizes your entire supply chain, while also empowering your business to elevate the product journey. Whether it's order capture, supply chain orchestration, inventory forecasting, or fulfillment operations from procurement to delivery, Osa Commerce has you covered. Discover how our solutions help you create a seamless ecosystem that not only serves your customers better but also drives your revenue growth. With Osa's Collaborative Visibility Platform, logistics providers and retailers can connect effortlessly across enterprises, unlocking new levels of efficiency and service.