1. Order Management:
Home Delivery
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2. Our Vision
To help our customers…
Connect Customers
Communicate Partners
Collaborate Suppliers
…and do it better than anyone else
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3. Sterling Selling and Fulfillment Suite
Improve customer satisfaction and loyalty
Supplier
by enhancing the customer experience with
seamless cross
channel e-commerce
Retailer
Deliver a rich customer and partner
experience by extending a common set of
business services across all points of
interaction
Effectively manage orders across
the extended enterprise and optimize
complex order fulfillment and logistics Distributor
processes
Capabilities available in a variety of delivery models fit for purpose
(on premises, as-a-Service or hybrid)
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4. Sterling Commerce Enables Seamless End-To-End
Cross-Channel Execution
Consumers Corp.
ERP Stores Accts.
Legacy
BOB
Sterling Systems
WMS/ Call
Sterling Yard Mgt MFT Center
Collaboration
Network Kiosk/
Mobile
Interconnect Sterling
Networks Order
Mgt
Web
Sterling Sterling
Integrator Configure/
Price/
Quote
Service
Partners
Portal
Sterling
Suppliers TMS Supply Chain
Visibility
Small
Small Carriers
Financial Services
Government Carriers/3PL Suppliers
Freight Forwarders
Community
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Customs Brokers
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5. Sterling Commerce Sales Plays for Retailers:
Reducing Out-of-Stock
– Enables cross-channel inventory access via POS, Web, Kiosk or Mobile Device
– Offers available to promise and fulfillment options
Enabling Cross-Channel Order Management
– Provide Cross-Channel Selling, Sourcing, Distribution and Fulfillment
– Deliver seamless customer experience by any channel
Optimize Cross-Channel Inventory
– Orchestrates inventory and order fulfillment across all channels
– Enables returns processing
Improving Supply Chain Visibility
– Integrates Cross-Channel inventory visibility with all business partners
– Optimizes partner integration from connectivity and community
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6. Customer Challenges/Solution Capabilities
Challenges/Pain Solutions/Capabilities Needed
Customer wants an item that’s • Provides real-time integration with back-end systems to locate ATP inventory at
out of stock in a store stores, DCs, and more
• Determines optimum shipping location (for ship-to-home or ship-to-store) or
best store (for alternate-store-pickup or store-to-store transfers)
Store associates have no • Provides real-time look-up of ATP inventory at all eligible fulfillment locations
efficient means of quickly • Recommends 1st, 2nd, and 3rd fulfillment locations by preferred fulfillment
locating ATP inventory of out- method
of-stock items • Immediately reserves inventory at the designated fulfillment location
Store associate has no efficient • Provides process-driven screens to walk the store associate through the
means of capturing the information-collection process
customer’s order for the out-of- • Seamlessly interfaces with existing POS to handle completion of financial
stock item transaction
• Gets and logs confirmation of completed financial transaction from POS
Retailer does not want to tie up • Provides a mobile user interface for use by store associates using an iPhone,
limited POS terminals while iTouch, or iPad to perform all inventory lookup, order capture, fulfillment trigger,
looking up ATP inventory, and fulfillment tracking functions without involving POS
collecting consumer fulfillment
information, etc.
Store associate has no efficient • Automatically triggers integrated pick/pack/ship notice to the designated
means of triggering fulfillment fulfillment location for ship-to-home or ship-to-store fulfillment
by the designated location • Automatically triggers pick-and-hold, pick-and-transfer, or pick-and-ship
instructions for alternate-store fulfillment
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7. The True Cross Channel Customer Experience
Research Schedule Delivery Check Status Schedule Initiate/Track
Call Center Create Order Change Order or Pickup Cancel Order
Product Store Pickup Return
Research Schedule Delivery Check Status Schedule Initiate/Track
Mobile Product Create Order Change Order or Pickup Cancel Order Store Pickup Return
Research Schedule Delivery Check Status Schedule
Web Product Create Order Change Order or Pickup Cancel Order Store Pickup
Research Schedule Check Status Initiate/Track
Store Create Order Change Order Delivery Cancel Order Pickup
Product Return
Buy Online Ship to Home Complex Orders
Buy Online Pickup at Store
Delivery and Install Service Drop Ship Direct from Vendor
Scheduling
Buy Anywhere Return Save the Sale in Store
Anywhere
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8. There are Lots of Participants
Customer Channels
Call Center Kiosk eCommerce Mobile Store
Distribution Centers Drop Shippers 3PL’s Store Network
Enterprise External
Applications Services
Fulfillment Network.
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9. Everyone has High Expectations
Customer Channels
Call Center Kiosk eCommerce Mobile Store
Can We Set Accurate Expectations with the Customer?
Performance Management?
Global Visibility ?
What Steps are Required to Fulfill each Specific Order Line?
Enterprise External
Applications How do we Coordinate these Steps Across Applications? Services
What are the Fulfillment Rules for a Specific Order Line?
How do we Best Leverage the Fulfillment Network?
How do we Remain Flexible to Enable New Business
Initiatives?
Distribution Centers Drop Shippers 3PL’s Store Network
Fulfillment Network.
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10. This Can Get Complex
Customer Channels
Call Center Kiosk eCommerce Mobile Store
Enterprise External
Applications Services
Distribution Centers Drop Shippers 3PL’s Store Network
Fulfillment Network.
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© IBM IBM Corporation

11. Order Management Engine – Handling All Order Types
Enterprise
Requisitions
Replenishment Orders
Transfer Orders
Work Orders
Outsourced
Customers Suppliers Carriers
Providers
Sales Orders Quotes Drop Ship Orders Shipments
Continuity Orders Purchase Orders Value-Added Services Loads
Return Orders Blanket POs Contract Mfg. Orders
Exchange Orders Planned POs Service & Delivery Orders
Service & Delivery Orders
Warehouses Stores
Release Orders Pickup Orders
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12. Sterling Provides a Seamless End-to-End Cross-Channel Experience Through
Distributed Order Management
Sterling Multi-Channel Selling & Fulfillment
Order Configuration Order Negotiation Order Fulfillment
Catalog and Pricing
and Capture and Quoting Orchestration
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13. Sterling Order Management
Order Capture (Channels)
Sterling Order Management
Source Fulfill Serve
Dynamic sourcing Delivery promising Drop shipments
Real-time availability Service scheduling Returns mgmt.
(ATP) 3rd party coordination Invoice and settle
Inventory visibility Multi-step fulfillment Real-time track
Brand A Brand B Division I Division II Acquisition 1
Distribution Networks Service Provider Network Supplier Networks Other Networks
Internal 3rd party
Fulfillment Network
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14. Order Orchestration - Business Process Modeling provides Flexibility
Leverage existing systems
Rapidly incorporate business process
changes without any programming
effort
Control and monitor external activity
data flow and communication
Real-time visual business process
and event management
Quickly adapt to changing business
models
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15. Central Order and Inventory Repository
Database
Designed for Distributed Order Fulfillment
Optimized for High Transactional Usage Service Layer
Stores Transactional Data
Stores Configuration Data
Enterprise Specific
Service Layer
Orders
f
Over 1000 Business Services (APIs) Supply and Demand
Create / Modify / Details / etc Business Rules
Secure
Synchronous / Asynchronous
Exposed via Any Protocol
All Interaction is Done via a Service
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16. Inventory / Capacity Consolidation for ATP
ATP Sourcing Supply Demand
Sterling's Global Inventory and Capacity Visibility
Internal Systems External Systems
Replenishment
DC’s
Supplier Stock Partner Stock
Stores Locations Locations
eFC’s
Sterling's Inventory Monitors & Synchronization
© 20112011 Corporation
© IBM IBM Corporation

17. Complex Sourcing and Scheduling
Sourcing Rules derive a set of
possible options to fulfill an order
based on…
Fulfillment Channel (ship, pick-
up, etc)
Sourcing Classification
Item Attributes
Geography - Ship To Location
Scheduling Rules, or constraints,
are applied to possible options… Intelligent sourcing engine determines
Optimize by Date the most optimal location
Optimize by Node Priority Enable transfers in stock-out
Optimize by number of situations
shipments Select new location if inventory is
Optimize by Landed Cost not available
Source or drop ship from
channel partner
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18. Complete Order Orchestration
Model Transactional Order Flows
• As many as are required, store pickup, drop ship, deliver/install, etc
Line Level Orchestration
• Multiple Ship To Addresses
• Multiple Fulfillment Sources
Trigger and Track Related Orders
• Drop ship, procure to order, build to order, return/exchange, etc
Coordinate with External Service Providers
• Pricing, Tax, Address Verification, Fraud, Payment Processing, etc
Coordinate with Enterprise Applications
Monitor Order Execution
• Proactive / Reactive / Milestones
React to Specific Business Events
• Define hold scenarios, effects and resolution
Reverse Logistics / Returns
© 20112011 Corporation
© IBM IBM Corporation

19. Event Management
Registration of events
Within business process
System Management related
Integration Services related
Configure events at any point in a
business process
in response to a specific business
situation
in response to a status monitor
in response an approaching
date/time of a relevant business
milestone
Event handlers can invoke any
service
e-mail, exception alert, wireless
device, fax…
Publish XML to external
queues/systems
Invoke custom components (Web
Service, Java, EJB, HTTP, COM+…)
© 20112011 Corporation
© IBM IBM Corporation

20. Visibility for All Channels
In-Store On Line
Sterling OMS
Call Center Mobile
Enable single face to customer with access to information about any order from any channel or
division to be available where and when a customer needs it.
© 20112011 Corporation
© IBM IBM Corporation

21. IBM / Sterling Order Mangement Will Enable...
Complete Order Orchestration
Accurate Inventory and Service Capacity Promising
Communication of Information Around Key Business Events
End to End Visibility Through the Fulfillment Process
A Single View of Customer Activity
Leverage Existing Technology Investments
Support for New Business Initiatives
... Across All Brands and Channels
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© IBM IBM Corporation

22. Recent Customer Wins
Selling
Order
Management
Logistics
Management
B2B
Integration
B2B
Services
Managed
File Transfer
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23. Recent Customer Go-Lives
Selling
Order
Management
Logistics
Management
B2B
Integration
B2B
Services
Managed
File Transfer
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