OPTIONS CUSTOMER SERVICES

What is OPTIONS Customer Services?

OPTIONS Customer Services incorporates all activities for managing and supporting customers and enquirers, to promote the development of long term customer relationships.

OPTIONS Customer Services Summary

Managing Customers

• Full customer history detailing all orders, enquiries and correspondence.

• View and update customer account and order specific comments

• Update ‘order from’, ‘deliver to’ and ‘credit card’ address details.

• Send standard and ad hoc letters, or adjust existing letter structures for one-time customer communication.

• View previous correspondence.

Managing Orders

• Update orders

• Cancel whole orders or selected order lines.

• Place orders on hold with user defined reasons, for subsequent order update, cancellation etc.

• Change order priorities.

• Change shipping methods and/or postage and handling currently associated with the order.

• Exchange and replace orders.

• Process returns, with user defined stock actions and customer return reasons.

Managing Stock

• View stock availability and expected delivery dates for out of stock products, and information detailing commitments to existing outstanding back orders.

• Commit specific allocation of received stock to user selected orders.

• Select orders for stock allocation or removal.

Managing Financials

• Detailed financial audit trails of orders, despatches, returns and miscellaneous debits and credits.

• Review and update order payment methods.

• Please see OPTIONS Business-to-Business for the financial management of trade customers.

OPTIONS Contact Management

Customer E-Mailing

Customer E-mailing enables customers to be sent system generated e-mails confirming their order details and/or despatch confirmation details.

Users can also construct e-mails incorporating the order details. Where applicable, the credit/debit card details are masked.

All e-mails sent to customers are recorded against the customers' history.

OPTIONS Task Management

Users can e-mail colleagues with the relevant order details included in the e-mail. Internal e-mailing saves time and reduces user error on order details when communicating with other staff.

Users can utilise their Microsoft Outlook Calendars to create task management reminders for themselves and colleagues.

The introduction of new operational procedures using OPTIONS Contact Management will increase Customer Services' efficiency and reliability.

 

If you would like further information about OPTIONS, or would like to discuss your system requirements with one of our business consultants, please go to Contact Options.