Scenario: A call center representative creates an order for a customer
This scenario illustrates the procedure that is followed by a Call Center Representative (CSR) when a customer wants the CSR to create an order.
| User action | Sterling Order Management System Software functionality |
|---|---|
| A customer who wants to buy a product calls up a CSR. | Not applicable. |
| The CSR asks the customer to provide the personal information. | Not applicable. |
| The customer provides personal details. | After the CSR enters the customer details the customer record is created and maintained in Sterling Order Management System Software. |
| Based on the product that is requested by the customer, the CSR performs a search by entering the appropriate search criteria. | The product search is performed in Sterling Order Management System Software. As a result of the search,
the product details and inventory availability are displayed. If the inventory for product is available, the CSR creates a draft order and adds the product to the order. The draft order is created in Sterling Order Management System Software. |
| The CSR checks with the customer the preferred fulfillment method and carrier service applicable for the product. | The CSR selects the appropriate fulfillment method and carrier service as specified by the
customer. Optional. The seller can create reservation for the order so that the customer is assured to get the product. It also increases the satisfaction level of the customer. During the order fulfillment process, product reservation is consumed during the scheduling process. The inventory is hard allocated that changes the inventory picture. |
| The CSR is guided to the payment screen. The CSR checks with the customer the preferred mode of payment to apply for the order. | Based on the customer's feedback, the appropriate payment method is added to the draft order. |
| The CSR confirms the order. | An email notification is sent to the customer and a tracking number is generated. The CSR can track the order based on the tracking number as it flows through the fulfillment process in Sterling Order Management System Software. The CSR can also use the tracking number to answer further order-related queries raised by the customer. |
| The CSR checks with the customer and enters the shipping address and also selects the appropriate fulfillment method. | Based on the shipping address and preferred fulfillment method that is provided by the
customer, the product is shipped either to a distribution center (DC), warehouse, or store
appropriately. An invoice is created for the order that is placed by the customer. |
| Result: After the payment transaction is successful, the order is confirmed and the customer receives the product on the promised date. | |