Process: Manage customers
Flow
Objective
To allow a CSR to keep customer information up-to-date.
Description
Customer service representatives can enter new customers into the system, update existing customer records, re-enable customer account or reset customer's password.
Features
- Maintenance of business customers and individual customers follow the same patterns.
- View customer contact history and add customer comments.
- View order history.
- View quote history.
- View return history.
- View tickler history.
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 |
|---|---|---|
| Determine Customer to update |
The first step is that the Customer Service Representative needs to determine which user to update. |
Customer Service Representative |
| Enable customer account |
Re-enables user lock-out account. |
Customer Service Representative |
| Record customer comments |
Takes notes which may be of use in working with the customer in the future. |
Customer Service Representative |
| Reset password |
The Customer Service Representative can reset a customer's password on their behalf. This will generate a new password for the customer, and send them an email notification with the new password. See 'password reset' in the online help for more details. |
Customer Service Representative |
| Update address book |
The customer modifies or deletes the addresses in the address book, or adds new addresses. |
Customer Service Representative |
| Update customer profile information |
The WebSphere Commerce member subsystem supports storing user profile information about customers. This information is extensible if there are requirements to capture additional information. The user profile covers information from the user profile, demographics, and business profile tables. See the UserRegistrationUpdateCmd in the online help for the complete list of attributes supported by default in WebSphere Commerce member subsystem. |
Customer Service Representative |
| View contact history |
Reviews notes taken about the customer. |
Customer Service Representative |
| View order history |
Reviews orders placed by the customer. |
Customer Service Representative |
| View quote history |
Reviews quotes created for the customer. |
Customer Service Representative |
| View return history |
Reviews returns created for the customer. |
Customer Service Representative |
| View tickler history |
Reviews ticklers created about the customer. |
Customer Service Representative |
Business artifacts
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