I’m at the Manhattan Associates EMEA Exchange conference this week , in still warm and sunny (albeit off-season) Cannes, France.
First half day is “user group” day; I attended the Order Management System (Manhattan Active Omni) user group.
Significant discussion on Manhattan’s “Digital Self Service”, which is an out of the box, configurable, customer facing post order experience (and also a “pay by link” experience, to finalise a customer contact centre interaction pre-order, or post order for an exchange which increases order value/return experience if a fee is payable up front).
Manhattan Associates is not a member of the MACH alliance. But Manhattan Active Omni is MACH like in spirit; with Digital Self Service, Manhattan is branding this as MACHS (S for seamless, in terms of a out of the box user experience). The option is to either deliver a customer self service experience in your own web platform using published APIs (which does require some significant exception handling, to address race conditions around order status change) or let Manhattan provide a UI with limited configurability to “brand” the UI (mix and match is possible–e.g. some pre/post order implemented using API with some in out of the box UI).
Ongoing functional improvements in next 3-6 months as part of a steady delivery of improvements.