Dynamic Revenue Orchestration with Order Management

The Dynamic Revenue Orchestrator (DRO) splits orders containing both physical goods and digital services or subscriptions. Order Management then handles physical products while DRO orchestrates and provisions digital services and subscriptions. When these systems work together, your customer service reps can see physical logistics and digital orchestration in one order summary, without switching between systems for mixed-product orders.

When you submit an order summary to DRO, the system determines which items require digital orchestration based on the isDecomposable flag:

• Items with isDecomposable = true — These items need to be broken down into orchestrated components. For example, a Laptop Warranty product decomposes into separate Laptop Service fulfillment steps. DRO handles orchestration for these items.
• Items with isDecomposable = false — These items remain with Order Management for standard physical fulfillment processing.

After you submit an order, your CSRs can make changes to orders that are still in progress. The integration supports these in-progress, or in-flight, modifications:

• Cancellations — Freeze the DRO fulfillment plan, cancel unfulfilled digital line items, reconcile the plan, and unfreeze it to continue processing remaining items.
• Returns — Process returns of physical items through Order Management while keeping the DRO fulfillment plan intact for digital services.
• Plan reconciliation — After in-flight changes, automatically reconcile the fulfillment plan by removing previous fulfillment order line items and creating updated ones.

The freeze and cancel steps are separate by design to avoid timeout issues and give you flexibility in how to combine them into your business processes.

DRO and Order Management use several mechanisms to keep both systems synchronized:

• DRO triggers Order Management routing — DRO can initiate routing for physical items by creating an OrderSummaryRoutingSchedule record through an AutoTask step in the orchestration plan.
• Order Management signals fulfillment completion — When a physical item is fulfilled, Order Management publishes a FulfillmentSourceChangeEvent that signals DRO. This event resumes any Pause Steps in the plan that need physical fulfillment before proceeding with digital provisioning.
• Fulfillment order status management — For digital order item summaries, DRO manages fulfillment order status transitions, not Order Management.