Microsoft Dynamics AX 2012R3 for Retail includes a Call Center for as a new type of retail channel
Features
• In a call center, workers take customer orders over the phone and create sales orders. Call centers can be added to organization hierarchies, and can be managed together with online stores and retail stores.
• Create catalogs for call centers, and use new catalog features.
• Associate details with sales items. Use this feature toview additional information about the selected line in the sales order form: images, purchase order information, delivery dates, and other relevant text.
• Create scripts that appear in the Sales order form at the time of order entry e.g. to guide the sales process or for up sell and cross sell .
• Manage continuity programs, in which customers receive regular product shipments on a predefined schedule.
• Create orders from a saved list of products that customers frequently order together.
• Track the status of a direct delivery purchase order via the associated sales order.
• Specify products that are always sent to customers via direct delivery.
• Use the direct delivery workbench to create and to release purchase orders for direct delivery.
• Perform full-text searches for products in the Sales order form.
• Precise control over pricing for call center sales orders .
• View the calculated margin values for broker royalties and rebates in the sales order form.
Enhanced payment functionality for call center orders includes:.
• Default sales tax groups can be used to create and view default priorities for calculating sales tax groups.
• Create coupons that can be applied to call center sales orders.
• Installment payments in sales orders.
• Broker support
• Put sales orders on hold.
• Set up an expedited shipping mode that can be applied to a sales order or sales order line.
• Automatic notification and cancellation for backorders is available.
• Track sales order events.
• View detailed order status.
• Attach notes to a customer, order, or order line.
• Define letter templates that can be used to generate personalized customer communications.
• Define fraud rules to warn call center workers about potential fraud situations.
• RFM analysis can be performed on customers.
• Track customer statistics.
• Enhanced functionality for customer service .
• Track customer cases.
• Sales history can be purged.
Meet us at our stand at the Dynamics Summit in Dubai 5 May 2014 and see a demonstration.
Meanwhile take a look at this video which shows how customer experiences are being transformed with Dynamics Ax.
