IBM Sterling


This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).


Shape the future of IBM!

We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

Search existing ideas

Start by searching and reviewing ideas and requests to enhance a product or service. Take a look at ideas others have posted, and add a comment, vote, or subscribe to updates on them if they matter to you. If you can't find what you are looking for,

Post your ideas

  1. Post an idea.

  2. Get feedback from the IBM team and other customers to refine your idea.

  3. Follow the idea through the IBM Ideas process.


Specific links you will want to bookmark for future use

Welcome to the IBM Ideas Portal (https://www.ibm.com/ideas) - Use this site to find out additional information and details about the IBM Ideas process and statuses.

IBM Unified Ideas Portal (https://ideas.ibm.com) - Use this site to view all of your ideas, create new ideas for any IBM product, or search for ideas across all of IBM.

ideasibm@us.ibm.com - Use this email to suggest enhancements to the Ideas process or request help from IBM for submitting your Ideas.

Add a new idea Subscribe
Status Functionality already exists
Workspace OMS - Call Center
Created by Guest
Created on Jul 3, 2023

RELATED IDEAS

Change sequence of create order screens in OMS - Call Center

Currently, the sequence of screens for the create order flow in OMS is as follows:

  1. Enter SKU(s)

  2. Enter in customer and customer address information

  3. Enter additional order information (shipping option, etc.)

  4. Confirm payment information

  5. Submit order

We would like for the sequence of screens to be changed to:

  1. Enter in customer and customer address information

  2. Enter additional order information (shipping option, etc.)

  3. Enter SKU(s)

  4. Confirm payment information

  5. Submit order

In many contacts that require an order to be created by the Brooks Customer Service team in Call Center, the Customer Service Agent must send an additional email to the customer to confirm the full SKU and QTY that they want to be sent to them (the agent already has the customer's address information the vast majority of the time).

With the current sequence of screens in Call Center, a user must have the full SKU and QTY before proceeding to the following screens in the create order flow. Since the full SKU is a required field, a user cannot proceed to the next screen without entering that SKU.

What is your industry? Non-Industry Specific
How will this idea be used?

If the address, customer, and additional order information were able to be entered prior to the SKU, then users can take advantage of the draft order functionality in IBM OMS today and save the draft order number to the notes section of the customer service request ticket.

  • Admin
    Jason Cheng
    Reply
    |     Aug 15, 2023

    Hi Logan,

    In the next-gen Call Center, the default create order flow is as follows:

    1. Customer details: select the customer profile or create a new profile

    2. Add product: CSRs will be able to check product availabilities by postcode and fulfillment options (shipping or pickup)

    3. Fulfillment and review: review the list of products in the cart and the fulfillment options

    4. Payment: capture payment information

    I believe the next-gen Call Center would work for your use case. Please do let me know if you have any other questions. Thanks.

By clicking the "Post Comment" or "Submit Idea" button, you are agreeing to the IBM Ideas Portal Terms of Use.
Do not place IBM confidential, company confidential, or personal information into any field.