Submitting and Tracking an Order

A new customer telephones a call center to place an order. The call center agent enters information to create a new customer account. Then the agent enters the order and the payment information.

Two weeks later, the customer calls to ask about the status of the order. The call center agent sees that the order status is Shipped and says that the order was shipped two days ago. The agent tells the customer which fulfillment center the order was shipped from and what the tracking number for the shipment is.

Another new customer places an order and calls two weeks later to ask about the status of the order. The call center agent sees that the order status is Partial Shipped. The call center agent navigates to the Orchestration view for the order, which shows that half of the items were shipped two days ago and half were shipped one day ago. The call center agent gives the fulfillment center and tracking number for both shipments.

Because ordering and fulfillment are integrated, the agent can track fulfillment, using the same Siebel application that is used to place the order. If the order is fulfilled with several shipments, then distributed order orchestration creates an orchestration record in the Siebel application for each of the shipments.