Siebel Order Management allows employees such as salespeople and call center agents to create and manage quotes and orders through their entire life cycle. Siebel Order Management can be tightly integrated with back-office systems, allowing users to perform tasks such as checking credit and confirming availability, as well as monitoring the fulfillment process.
Asset-based ordering allows quotes and orders to be created based on a customer’s existing assets. Asset-based ordering is particularly useful in supporting companies whose product offerings include complex service products, such as phone services and equipment.
Siebel Order Management allows employees to:
- Create quotes and orders for new products and services
- Create quotes and orders to modify existing products and services
- Modify in-process orders that have been submitted for fulfillment
- Generate order information for submission to back office billing and fulfillment systems
The Order Management Life Cycle
The order management life cycle includes tasks that fall into several groups:
- Preorder Tasks. Can include creating accounts, contacts, and opportunities or helping anonymous customers through the needs-analysis process.
- Order Entry Tasks. Can include selecting products and services, capturing quotes and orders, verifying products and pricing, checking availability to promise, entering shipping, tax, and payment information, and performing a credit check.
- Post-Order Tasks. Can include fulfilling the order, providing the customer with order status, notifying the customer that the order has shipped, creating supplemental orders, and monitoring or modifying activities that support the order, such as installation.
Scenario for Order Management
- A sales representative creates an opportunity and records the best solution to meet the customer’s needs.
- After the best solution is identified, Sales rep provide a quote that details the products and their prices.
- Sales representative converts an opportunity to a quote.
- Products and services are customized so that customers can specify exactly what options they are interested in and see the associated prices for each option.
- Customer accepts a quote, and it is converted to an order.
- The sales representative enters shipment information and checks on the availability of the items.
- Sales representative also performs tasks such as calculating tax and shipping costs, verifying payment information, checking the customer’s credit, and authorizing their use of a credit card.
- The sales representative performs final tasks, such as attaching electronic documents such as a purchase order or a letter of credit to the order, and generating service activities related to the order such as installation.
- The sales representative submits the order. If appropriate, the order is routed for approval by a supervisor.
- An acknowledgement of the order is automatically sent to the customer by email.
- If customer wants to revise an order before it has been fulfilled, you handle the change by modifying unsubmitted orders
- As the needs evolve over time, the customer may request additions and changes to the products and services.
- To make these changes, the new quotes and orders are based on the current items in the customer’s profile.
- Requests for changes to existing services are called delta quotes or delta orders.
Roadmap for Working with Order Management
To set up and work with Siebel Order Management, perform the following processes and tasks:
- Setting Up Order Management. The process of setting up order management includes setting up customer accounts and contacts, creating records for sales people, defining products, setting up pricing structures, and developing a catalog of products and services.
- Integrating Order Management with Third-Party Applications. As part of setting up Siebel Order Management, you integrate it with third-party applications that integrate quotes and orders with the back office, check product availability to promise, and check customer credit.
- Working with Quotes and Orders. After setup and integration are complete, end users can create quotes and orders in several ways, depending on business need. A sales representative can create an opportunity and use it to generate a quote, can create a quote directly, or can create an order directly, without an opportunity or a quote. A sales representative can also add line items to the quote or order in different ways, depending on whether the user knows the product number, wants to browse through a catalog, or wants assistance selecting the product from Advisor.
- Working with Asset-Based Ordering. If you use asset-based ordering, your Siebel application can be configured to create an Asset record when an order is placed. You can then create quotes and orders based on these assets. Because asset-based ordering features are workflow-based, they can be customized to meet the specific needs of your company.