Example - Adding a Web Service Task

You want to notify customer service representatives and suppliers about orders that have a high rate of return. You could do this by adding an e-mail task. However, you know that some of the service representatives and suppliers do not have access to e-mail. You also know that they all closely monitor the Customer Relationship Management (CRM) system.

You decide to notify the service representatives and suppliers by creating records in the CRM system. Each record is linked to a customer name and to the type of product that was returned. Your company developed a web service that creates CRM records. In IBM® Cognos® Event Studio, you add a web service task that calls your company's web service.

When the agent performs the web service task, the web service updates the profile of customers who returned products. An updated customer profile can improve your sales performance in two ways:

It helps the services representative contact the customer quickly to resolve the current problem.
It helps the supplier ensure that they don't make the mistake of supplying a particular product to that customer again.