IBM Sterling Ideas

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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:

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IBM is transforming its request for enhancement (RFE) process. The purpose of the transformation is to provide a more consistent experience for you to submit requests and to enable IBM product owners to respond to your requests more quickly. For more information click here.

Start by posting ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you,
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The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The offering manager team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.

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Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.

Check for inventory availability while adding a line for reship, the CSR should have immediate feedback as to whether it can be fulfilled.

Currently in the call center the reship function blindly adds the reship order line without doing an inventory check. I don't know that it needs to be as involved as a wizard such as adding a line though it does need to be more involved and at least do an availability check.

Also when a reship does happen, often it is more involved than just sending the line again such as changing the ship to address. If the product didn't get shipped correctly to the customer in the first place, there is usually something that needs to be changed.

  • Guest
  • May 17 2019
  • Future consideration
What is your industry? Retail
How will this idea be used?

It will allow for a more successful experience between the customer and CSR when the customer calls because the product wasn't originally delivered. Not having the CSR be presented with whether the product is available and giving the customer the expectation it will be fulfilled but can't be, is a very bad customer experience.

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