Case study

Abbott O2O – Order Management System

Magenest streamlined Abbott’s order management by deploying the Abbott O2O - CLP Portal, which automates order distribution to the appropriate CLPs and syncs TikTok Shop orders directly to Magento 2. Additionally, Magenest integrated Magento 2 with Urbox, using eVouchers alongside physical gifts, making promotional gift distribution faster and more efficient.

About Abbott and CLPs

Abbott is the leading global corporation in healthcare, providing high-quality nutritional products, pharmaceuticals, medical devices, and healthcare technologies. With over 130 years of experience, Abbott is committed to continuous innovation, delivering cutting edge medical solutions that improve health and enhance the quality of life for millions worldwide. In Vietnam, Abbott has built a strong network of CLPs (dealers/distributors) to meet growing consumer demand, ensuring that authentic products are distributed quickly and conveniently.

About Abbott
and CLPs

Abbott is the leading global corporation in healthcare, providing high-quality nutritional products, pharmaceuticals, medical devices, and healthcare technologies. With over 130 years of experience, Abbott is committed to continuous innovation, delivering cutting-edge medical solutions that improve health and enhance the quality of life for millions worldwide. In Vietnam, Abbott has built a strong network of CLPs (dealers/distributors) to meet growing consumer demand, ensuring that authentic products are distributed quickly and conveniently.

Challenges and Expectations

Abbott's order management system used to be complicated and inefficient for both Abbott and the CLPs. When a new order came in, admins had to manually process and assign that order to the CLPs. This slow process often led to mistakes, such as delivery delays or delivering the incorrect products.

The issue became even more pressing when Abbott expanded to TikTok Shop and livestream sales. If any warehouse didn’t restock products or promotional gifts in time, orders would be put on hold until the stock was refilled. To solve this, Abbott needed a better system that could automatically sync orders from different sales channels into one and only platform and then distribute them to the ideal CLPs, which would significantly improve inventory and delivery management.

Another challenge was managing promotional gifts across CLP warehouses. Some CLPs ran out of gifts while others had an excess of those items, leading to order fulfillment delays. Plus, using physical gifts issued additional costs for shipping, storage, and handling.

Our Solution

Developing CLP Portal – Order Management System for CLPs

To solve these challenges, Magenest developed the CLP Portal, a specialized order management system for Abbott’s CLPs. Built on Magento 2, the CLP Portal provides each CLP with a unique account to access the system and manage their orders efficiently. This system provides several practical features to enhance Abbott’s business operations:

1. Locating the suitable CLP for each order

Determining the delivery area: The system uses automatic geolocation to identify the nearest CLP for the customer’s address. This ensures faster order processing, reduces shipping costs, and improves the customers’ shopping experience.
Checking CLP inventory: Once the system identifies the suitable CLP, it will check the stock levels of that CLP’s warehouse. If that CLP lacks sufficient inventory, the system will assign the order to the next closest CLP. If no CLP in the delivery area has enough stock, the order will be split and distributed among CLP networks to fulfill the customer’s order as quickly as possible.
Balancing order distribution: To prevent certain CLPs from being orders overwhelmed while others receive too few orders, the system has logic to automatically balance order distribution across all CLPs.

2. Automatic Order Synchronization and Distribution

Once the system identifies the suitable CLP, it will automatically sync the order with the assigned CLP Portal. Through their portal, CLPs can confirm orders, track shipments and update order statuses in real-time. If the assigned CLP does not confirm to process the order within the required time, the system will automatically assign that order to another CLP to avoid order fulfillment delays.

3. Real-Time Order Tracking and Updates

The CLP Portal enables real-time tracking of order statuses, allowing both Abbott and the CLPs to monitor the fulfillment process efficiently. As soon as a CLP begins processing orders, the system will immediately update the progress to Abbott.

Customers can also follow order status updates via their TikTok account. If an order is canceled or delayed, the system will immediately notify Abbott’s operations team for quick issue resolution.

4. Backup Plan for Unavailable CLPs

In case there’s no available CLP due to:

Stock shortages across all local CLPs
CLPs being overloaded or undergoing system maintenance

The system activates a fallback mechanism, which offers two solutions:

Redirecting the order to one of Abbott’s source warehouses for processing and directly delivery to the customers
Splitting and distributing the orders for other CLPS within the same area to ensure timely fulfillment.

TikTok Shop order synchronization to Magento 2

When customers place orders on TikTok Shop, especially during livestream sessions, the new system automatically syncs all TikTok Shop orders into Abbott’s Magento 2 system via customized APIs. This synchronization ensures that all TikTok Shop orders are centrally managed within Abbott’s system, which streamlines order processing and distribution.

Once an order is updated in Magento 2, the system automatically implements crucial verification steps, including confirming product availability, validating the shipping address, processing special requests and calculating shipping costs. After these checks are completed, the order is seamlessly transferred from Magento 2 to the CLP Portal, where it is automatically assigned to the appropriate CLPs.

Optimizing Promotional Gifts with Magento 2 and Urbox Integration

To simplify gift management, Abbott starts using eVouchers alongside physical gifts. To make this transition seamless, Magenest integrated Abbott’s Magento 2 with Urbox, a popular digital rewards & loyalty solution, which automates the e-gift distribution process.

Now, when customers receive a QR gift card from Abbott, they just scan the QR code, and the system processes it through Urbox. Once verified, Urbox instantly sends the eVoucher code to the customer’s Zalo account via ZNS. Customers can then redeem their eVoucher at any Urbox-partnered store.

Remarkable Results

Magenest’s solutions have streamlined Abbott’s entire fulfillment process, enhancing warehouse management and order efficiency. With the automated order distribution feature in the CLP Portal, orders are evenly distributed among CLPs, significantly reducing delivery times and cutting shipping costs. This optimization has made order processing faster and more efficient. Additionally, the seamless integration of TikTok Shop orders with Magento 2 has improved order management, ensuring greater accuracy and quicker fulfillment.

Moreover, integrating Magento 2 with Urbox has enabled Abbott to expand its promotional gift options by automating eVoucher distribution. The addition of eVouchers has enhanced the overall shopping experience, making it more convenient for customers while boosting satisfaction.

Project Highlights

LEAVE YOUR PROJECTS IN CAPABLE HANDS. OUR TEAM IS JUST ONE MESSAGE AWAY

You want a partner that understands the industry to give you an edge to stand out from the competition? We don’t just preach fancy words, we are committed to delivering transformational digitally-driven business results.