Siebel Order Management Guide Addendum for Industry Applications > Employee Use of Order Management >
Scenario for Employee Order Management
This scenario provides an example of a process performed by customer service representatives (CSRs) in a telecommunications company. Your company may follow a different process according to its business requirements.
During a typical day in a customer service organization, a group of CSRs responds to customer phone calls to generate quotes and sales orders.
If the caller is new, the CSR creates an account and adds the caller to the database. If the caller is an existing contact, the CSR searches the database to display the contact's record.
Then the CSR launches Advisor to help understand the customer's needs. For example, if the caller asks questions about your company's product, the CSR can access a summary of product features, literature about the company, and its competitors.
If the conversation leads to a potential sale, the CSR will create a quote and fax, email, or mail it to the caller. The caller can use the quote to get approval to place the order.
The information collected during the call is permanently stored, associated with the contact's record.
When the caller contacts the CSR to place the order, the CSR reviews the quote and converts the quote to an order. Any changes to the product and pricing definitions since the quote was saved are displayed in the quote the CSR views.
The CSR enters any additional information required for the order and submits the order. A new Order record is created. After the order has been fulfilled, trackable items become assets, and appear in the Customer Portal view for this customer.
At a later date, the customer may contact the CSR to add or delete items from the order. The order may be pending or in another status, such as complete. In either case, the CSR can generate a quote and order to change the initial order.
NOTE: If your company uses Siebel eSales, customers may perform these tasks themselves through the Web, or they may call the CSR for some of these tasks and perform others themselves through the Web. For more information, see Customer Use of Order Management.