OMS Personas

Customer Service

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Erin

Orders Flagged for Fraud

Meet The Customer Service Team

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Sally

Personalized Orders

Kelly

Customer Returns

Kevin

Call Center Appeasements

Steve

Call-In Orders

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Order runs through a fraud service

Consumer places order

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Erin's Task: Process Orders Flagged for Fraud

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Erin's Task: Process Orders Flagged for Fraud

Custom

Review

Fraud

Auto

Proccessed

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Order is imported into Deck Commerce OMS & routed to the appropriate folder

The tools needed to complete review are easily accessible

Erin's Task: Process Orders Flagged for Fraud

Orders with actionable items are clearly displayed

Flag explanation from the fraud vendor

Links to external tools to validate customer information

List of other orders placed by the same customer

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Erin's Task: Process Orders Flagged for Fraud

Order is approved or canceled

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Order is shipped

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Kount is Alerted

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Order is processed

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Customer is notified

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Order is approved

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Order is canceled

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Back to

the Team

See it in Action

Consumer places order

Sally's Task: Processing Flagged Orders

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Order includes a personalized product

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Sally's Task: Processing Flagged Orders

Custom

Review

Fraud

Auto

Proccessed

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Order is imported into Deck Commerce OMS & routed to the appropriate folder

The tools needed to complete review are easily accessible

Sally's Task: Processing Flagged Orders

Orders with actionable items are clearly displayed

Review individual orders

Release orders for processing

Send customer communication for orders with issues

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Sally's Task: Processing Flagged Orders

Once reviewed, the order is ready to be processed

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Order is approved

Consumer is notified

Order is processed

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the Team

See it in Action

Consumer calls in to place an order

Consumer browses website

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Steve's Task: Handling Call-In Orders

Orders can be placed utilizing the agent order form

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Steve's Task: Handling Call-In Orders

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Steve's Task: Handling Call-In Orders

Agent assisted order is complete

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Order is approved

Consumer is notified

Order is processed

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the Team

See it in Action

Agent uses powerful search tools

Consumer calls about their order

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Kevin's Task: Handling Call Center Appeasements

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Easy access to all order information

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Kevin's Task: Handling Call Center Appeasements

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