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The customer service representative looks up the customer in the Siebel application. If the customer is an existing customer, the customer service representative uses the customer information already in the database. If the customer is a new customer, the customer service representative adds the account and contacts in the Siebel application in the usual way, as described in Siebel Applications Administration Guide.
The customer service representative creates a new order, entering information in the order header and order line item for Siebel Orders for Fleet Management, as described in Process of Creating Orders for Fleet Management. The order contains added fields that are specific to fleet management. For example, the header includes the origin and destination locations for this delivery. This information will be passed to back-office applications and used to price and manage the order.
In the Line Items view, the customer service representative adds a line item for the product named Transportation. In addition, because this is an order to transport fragile material, the customer service representative adds a line item for the accessorial product Driver Hand Unload By Piece, which means that the routine precautions for dealing with fragile materials will be taken and will be included in the price charged to the customer.
The customer service representative enters the stop records for the transportation product. Because this order is a one-way delivery, it has only two stops, the origin where the material is picked up, and the destination where it is delivered.
The customer service representative also enters actions that are necessary at each of these stops. In this case, the actions are special instructions that are needed while picking up and delivering fragile products.
In the Commodity view, the customer service representative adds records specifying the commodity that will be delivered. The customer service representative enters the weight of the product and other relevant details. The customer service representative enters the stops and actions for the commodity.
Now that the details of the order have been entered, the customer service representative clicks the Get Rating & Routes button to rate the order. Siebel Orders for Fleet Management calls the rating engine of Oracle Transportation Management to do the rating.
The rating engine determines the availability of resources to perform the delivery, based on the requested start date and the requested end date for the origin and destination. The rating engine also determines prices, including the total price, the base price for the delivery on each date, the price for the special handling, and other possible pricing details, such as a surcharge for fuel. It returns this information to the Siebel application, where it is displayed in the Solutions view.
The customer service representative uses the Siebel application to complete the order. The customer service representative tells the customer about the list of solutions that has been generated. Different solutions have different dates of delivery and different prices. When the customer chooses a solution, the customer service representative selects the solution record and clicks Confirm Now.
This view shows that, during the last six weeks, the customer has placed a large number of orders for rail transportation from Chicago to New York and that these orders had a large static profit. It also shows that rail transportation from Chicago to New York is a targeted lane, which the transportation company is focusing on selling.
The customer service representative asks whether the customer will want rail transportation from Chicago to New York in the near future. The customer will want it later in the week and will want to check the pricing, and possibly place the order now.
After submitting the current order, the customer service representative clicks the Auto-Order button to create the new upsell order. The customer service representative will then get more details for the new order from the customer, and will generate possible solutions for the customer. The customer service representative asks whether the customer will also want transportation in some of the other lanes in the Upsell list, but the customer does not want this immediately.
The current order is complete, so the customer service representative clicks the Submit button. After the order is submitted, the information is passed from the Siebel application to Oracle Transportation Management, which executes the order and returns information on the order's status to the Siebel application.
If the customer inquires about the status of the order, the customer service representative can respond by looking at the Status field of the order record, line item records, stop records, and action records in the Siebel application.
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