Customer management

IBM® Sterling Call Center enables users to create consumer and business customers, view and manage consumer and business customers and other related activities.

Create consumer customers
A new consumer customer can call to place an order. In such situations, users must be able to gather minimum details and create a consumer customer.
Create business customers
Typically, business customers are buyer organizations that have several contacts. The user must be able to create the business customer and contacts that can be used during order creation.
Search for customers
When a customer wants to place an order, users need to determine if the customer already exists. In such situations, the customer search feature can be used to search and select the right customer for the order.
View consumer customer details
Users must be able to view and manage information that is related to a customer such as order history, payment methods, and addresses.
Manage consumer customers
After creating a consumer customer, the user must be able to modify the customer's details.
View business customer details
Users must be able to view and manage information that is related to a customer such as order history, payment methods, and addresses.
Manage business customers
After creating a business customer, the user must be able to modify the customer's details.
Manage business customer contacts
Typically, business customers are buyer organizations that have multiple contacts. The user must be able to view and manage the business customer contacts.
Adding order by criteria in search screens
To add the sort criteria in the Order By list of search screens, you must create a common code.

Parent topic: Introduction