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Status Functionality already exists
Workspace Call Center
Created by Guest
Created on Jul 3, 2023

RELATED IDEAS

Change sequence of create order screens in OMS - Call Center

See this idea on ideas.ibm.com

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.

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