Customers expect suppliers to provide current product and inventory information and to deliver orders to the correct address within the promised time frame, regardless of the order placement method. Suppliers must accurately capture orders, verify delivery addresses and consolidate shipments to minimize fulfillment costs.
IBM Sterling® Call Center is a comprehensive web-based order management tool that offers a single view of customer transactions however the customer shops. Customer service representatives (CSRs) can create, view and perform complex order modification tasks with a holistic view of all transactions. This builds a seamless omnichannel experience that reduces call handling times and improves the overall customer experience.
Rich operations around process modeling, order sourcing, inventory management and monitoring.
Refined external integration points, including front-end, payment and address verification systems.
Single access to all commerce information needed to enable a seamless omnichannel experience.
Create, search and modify existing orders.
Add, search and manage customer details.
Create, view and track returns and exchanges.
How customers use it
CSRs can track submitted orders by order number, email or phone number to review details and shipment status.
Customers can place orders with a CSR or on the web and choose either in-store pickup or home delivery.
Customers can request order modifications through the call center where CSRs can help to cancel or add items.
CSRs help process exchanges or returns for a refund with a customer order number and reason for return.
Customize your order management system with products related to IBM Sterling Order Management or extend its capabilities through additional add-ons.