Taking the order is easy. Keeping the promise is where it breaks | Keith Gorney, OMS Practice Director, Pivotree | Ep. 5
The catalog looks right, the website takes the order, and then the promise falls apart somewhere between the click and the dock. That gap between what a screen shows and what actually ships is where this episode lives. Matt Johnson and Floyd Blaikie sit down with Keith Gorney, OMS Practice Director at Pivotree, who took the commerce side of the table.
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His argument: taking an order is the easy part, and almost none of your hard problems live there. The friction starts on the execution side, when the promise date has to hold across phone, web, and field sales running on the same inventory…
The skinny
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