1. POM Add Item
Order is completed in Customer Care and later modified in Customer Care
CrossView Intellectual Property

2. Demonstrated Features
POM Add Item
Demonstrated Features
Creating an order in Customer Care
Searching for a product
Assigning a customer to an order
Completing an order in Customer Care
Adding an item to a completed order in Customer Care
Completing a modified order in Customer Care

3. Customer Benjamin Barns calls into the call center.
CSR Jacob answers the call…
Good morning, My name is Jacob, thank you for calling CrossView. How can I help you today?
Hi Jacob, good morning. I would like to buy a laptop. I saw one online that I liked but I don’t care for ordering off the web. I am ‘old school’.

4. Great! It was one that was 400 dollars.
Hey, not a problem. We can easily create your order here right now. Let me search on our laptops to see which one you liked.
Great! It was one that was 400 dollars.

5. I see one here, the Budget laptop.

6. 2 gigs, Adelee Plus is the brand

7. Okay I will add that to an order for you.
Oh yes, that’s the one!

8. Okay, I have added the laptop to an order for you
Okay, I have added the laptop to an order for you. Was there anything else you needed today?

9. Okay, you can always call back. Are you registered with us?
No, that’s it for today.. I was thinking of getting a wireless adapter, but I will wait. I think I still have one that works somewhere at home.
Okay, you can always call back. Are you registered with us?

10. Yes, I am registered. My name is Benjamin Barns.

13. No, actually I wanted to pick up the laptop in my local store
No, actually I wanted to pick up the laptop in my local store. Will that work?
So Benjamin, your order is created, right now I have your order set up for general delivery. Is that the shipping option you wanted?

14. Sure, let’s check which stores in your area have inventory.
Okay. I live close to Jacksonville Mall.

15. I see it here. They have inventory. Let me set that up for you.

16. All set. How would you like to pay today?

17. I’ll pay by VISA

18. Jacob takes Benjamin’s payment details…

20. Thank you very much. You too!
Okay Benjamin. Your order is now completed. You will receive an when your order is ready for pickup at Jacksonville Mall. Thanks for shopping at CrossView and have a great day!
Thank you very much. You too!

21. A little while later, Benjamin calls into the call center again… CSR Lisa answers his call…
Good afternoon, thank-you for calling CrossView. My name is Lisa, how can I help you?
Hi, my name is Benjamin Barns. I called earlier and ordered a laptop but I want to add a wireless adapter as well.

22. Sure, as long as your order has not been shipped we should be okay.
Great!

23. I see your profile here, Benjamin. Let me open it up.

25. I see the order here. It has not been completed so we can still make changes.
That is wonderful.

27. Do you remember which wireless adapter you wanted?

28. Not sure, I think it was the Adellee plus?

29. We have a DVR Technics one.
That was it! I was getting confused with the laptop.
Let me add that to your order for pickup as well. How would you like to pay?

30. Benjamin opts to pay by credit card…CSR Lisa completes the order…

31. Thank-you for shopping at CrossView, please call again.
Thanks, that change was painless!