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Scenario for Asset-Based Ordering

This topic gives one example of how asset-based ordering might be used. You might use asset-based ordering differently, depending on your business model.

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, then the CSR creates an account and adds the caller to the database. If the caller is an existing contact, then the CSR searches the database to display the contact's record.

Then the CSR starts Advisor to help understand the customer's needs. For example, if the caller asks questions about your company's product, then the CSR can access a summary of product features, literature about the company, and its competitors.

If the conversation leads to a potential sale, then 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 Account Summary 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.