Process: Identify customer
Flow
Objective
To allow a CSR to identify if this is a registered customer, a guest user or register the customer.
Description
A customer service representative can satisfy customers' requests in a timely manner, first by attempting to find an existing customer and then by creating a new customer record if necessary. Then customer service representative can place customer orders, provide quotes, capture returns, manage customers and work on ticklers.
Features
- Customers can find products of interest in different ways.
- Customers can order the desired products easily.
- Customers can have their personal information recorded by the system in order to enjoy all kinds of promotions specifically targeted toward them.
Customization
Display elements can be suppressed, modified or added. See underlying server processes for the many changes which can be made through configuration rather than customization.
Edition
Professional, Enterprise
Subprocesses
Tasks
| Task | Description | Role |
|---|---|---|
| Enter search criteria |
A CSR chooses which key information that will be used to find a customer profile, enters key information about a customer in order to determine if a customer profile has already been entered into the system. |
Customer Service Representative |
| Examine search result |
A CSR looks at customer profiles which potentially are a match to the customer. |
Customer Service Representative |
| Select customer |
A CSR chooses the customer profile matching the customer from amongst a list of potential matches. |
Customer Service Representative |
Business artifacts
(C) Copyright IBM Corporation 1996, 2006. All Rights Reserved.