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Status Not under consideration
Workspace OMS - Call Center
Created by Guest
Created on Jan 11, 2024

RELATED IDEAS

Add Shipping Country, Shipping Address, and Shipping Zip Code columns to order search screen in OMS Call Center

Today when a user searches for records via the Order Search screen in Call Center, there is not a column to indicate the shipping country the record is tied to which makes it complicated for CSR users to quickly see where the order is from. This is made especially difficult when multiple countries share the same currency and many of the EMEA countries Brooks does business with do share the same currency.

In addition to that, it would benefit CSR users if they could also search by shipping address via the Order Search screen in Call Center. A use case here is that occasionally, a customer will contact the Customer Service team and not have any information on an order that they received other than the address that the package was delivered to (most likely where the customer finds the package at). Another use case is anytime a user is checking a shipping address for fraudulent activity, a user currently has to run multiple different searches in order to confirm whether or not a customer is committing fraud and also to determine the scope of fraud activity being committed. The shipping zip code (added to scope on 1/26/2024) search field has the same use cases to the shipping address.

In addition to these new columns, users should be able to search/filter the results on Country or Shipping Address.

What is your industry? Retail
How will this idea be used?

This idea will be used to identify orders with very limited information, investigate fraudulent activity, and for CS users to easily isolate orders in Call Center by country (as well as easily see where the order is from).

  • Admin
    Jason Cheng
    Reply
    |     Apr 4, 2024

    Hi Logan,

    Apologies for my late response. After consulting with the engineering team, we've determined that customization is the optimal approach for achieving this. Additionally, it's worth noting that search functionality based on shipping addresses may not yield the same level of performance compared to other fields. Please take this into consideration.

    1 reply
  • Guest
    Reply
    |     Mar 15, 2024

    Hey Jason/IBM,

    Just wanted to bump my below comment from 1/19/2024 in case it got buried. Please let me know if you have any questions or if there is any additional information that you need from me here.

  • Guest
    Reply
    |     Feb 16, 2024

    Hey Jason/IBM,

    Just wanted to bump my below comment in case it got buried. Please let me know if you have any questions or if there is any additional information that you need from me here.

  • Guest
    Reply
    |     Jan 19, 2024

    Hey Jason/IBM,

    Just wanted to see if you/your team has gotten a chance to review this enhancement yet. Please let me know if you have any questions or need any more information.

    One thing I would like to add about this request is that it could be beneficial to look at this from a holistic perspective in going beyond adding 2 shipping related fields to the Order Search screen in Call Center. Instead we could look at the shipping address as whole and consider which components (in addition to the 2 mentioned above) could be beneficial to add.

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