OMX Innovation · Deck 11 · Direct Ship Supplier Visibility
End the direct-ship blind spot.
Today OMX promises a delivery to a customer for a SKU the supplier holds — and then can't see inventory, can't see despatch, can't see proof of delivery. Stage 1 closes the loop with a daily inventory feed for suppliers who can; Stage 2 ships a QR-sticker + pack-slip photo pipeline for suppliers who can't.
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Why now

The wedge.

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What this covers

What's in scope.

01
The problem
9 ticket pattern, true cost-to-serve of the visibility gap, customer impact stories
02
Option A — Supplier daily inventory feed
FTP/API push, the existing 3-supplier pattern extended. Furniture pilot, weeks not months.
03
Option B — QR sticker + pack-slip-photo pipeline
for suppliers who can't or won't do a feed. Web app, 8-12 weeks. Customer-scan = recipient info queried at scan time, NOT pre-printed on label. Shares the Matariki Stars deployment stack.
04
Hybrid rollout
feed-where-you-can, sticker-where-you-can't; same UX downstream for OMX customer service and the buyer
05
The Innovation Garage demo
what a Garage attendee sees + scans + experiences
06
The economics
fewer "where's my order" tickets, fewer write-offs, faster issue resolution, retention lift
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The problem

What's broken.

01
No visibility
OMX confirms order, then has no eyes on supplier stock, despatch event, or proof of delivery
02
CS bears the load
customer rings OMX, OMX rings supplier, supplier rings warehouse, days pass
03
No POD trail
disputes, lost-in-transit claims, mis-deliveries are manually reconstructed
04
Pre-printed recipient labels
privacy risk + waste when re-routing
05
Long-tail supplier inertia
many suppliers won't invest in EDI/feed for OMX volume alone
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The benefits

The value story.

Lever
Mechanism
Sizing
CS ticket deflection
Live visibility removes the "where's my order" inbound
Each ticket diverted = ~$15-30 saved; baseline 9 tickets traced this sweep = many more in 12mo
Write-off reduction
POD photo + scan trail closes disputed deliveries
Industry write-off norm 1-3% of DS revenue; halve it
Customer retention
Visible delivery = trust + repeat
Lifetime value lift on top-quartile DS customers
Innovation showcase ROI
Garage demo = board + commercial team confidence + accelerate funding
Strategic
Supplier upgrade fly-wheel
Sticker-first model creates pressure on suppliers to upgrade to feed
Strategic — long-tail tightens over 2-3 years
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The ask + roadmap

What we need.

Now
Problem vector grid (4)
: No-stock-feed / No-despatch-event / No-POD / Pre-printed-labels
P2
Two-option visual
: Option A (feed) vs Option B (sticker) — side by side with rollout decision tree
P3
Customer journey before/after
: Order → confirm → silence → ring CS → days vs Order → confirm → scan-track → POD push notification
P4
QR sticker flow diagram
: Supplier scans on despatch → carrier scan on collection → customer scan on receipt → POD captured → OMX dashboard
P5
Hybrid rollout map
: phased — 3 feed-suppliers expand, top-20 sticker pilot, then long-tail
Audience
Primary: CFO + Chief Operating Officer + Customer Service Director. Visibility = lower CS cost + lower write-off + retention. Secondary: Commercial — DS customers are often K3+ where margin matters most. Tertiary: Supplier relationships — the sticker model gives the long-tail a cheap way in.
References
  • Project memory: OMX Direct Ship Supplier Visibility two-option program (2026-06-22 brief at 00-INBOX/2026-06-22/pronto-ds-delivery-instructions/DS-Cluster-Findings-22Jun2026-v2.pdf)
  • Project memory: OMX Matariki Stars — shared CloudFront + dynamic QR stack (00-INBOX/2026-06-19/matariki-stars-research/)
  • Memory: Freshservice REST API pattern (reference_omx_freshservice_api_pattern) for ticket auto-attach
  • Memory: DG separate workflow (reference_omx_dg_separate_rules) — Dangerous Goods are a special case here
  • Memory: DIFOT canonical definitions (reference_omx_difot_canonical_definitions) — Direct ship = Z-warehouse, +7wd target
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