1. A few weeks back we all sat and started picking apart a very cool list that Tina put together for us.    

The effect of the New Web on CE’s workload

What can be done on the web: (72%)

• Sales Order Entry (24%)

• Check Order Status (10%)

• Stock Check

• Price Inquiry (7%)

• Print Acknowledgement

• Print Invoice

• Custom Quote Entry (18%)

• Quote Display

• Convert Quote (9%)

• Print Quote

What cannot be done: (28%)

• New Distributor Profiles

• Customer Maintenance

• Sales Order Change (15%)

• Expedite

• Review EDI Orders

• POD

• POD Receipt

• MRP Display

• Custom Quote Change

• Inventory Transaction

• Inventory Location

• CR/DB Memo Entry

• CR/DB Memo Change

• RA Entry

• RA Change

• RA Inquiry

• RA Acknowledgement

• General

• New Product Requests

 In Coming Transactions

• Email - Queue (Sorted when they come in?)
• Fax - Queue
• Chat
• Phone (Menu Selection)

Web Operators

• Phone Calls
• Chat's
• Emailed - Quotes, Orders
• "Web Forms" - New Product request, RA (Linked to S/O info), Credit, DIstributor Profiles

Avante/Off Web - Two Part Staggered 12-5 & 4-8

• RA's
• POD's
• Cert Doc Request's
• Freight Chargebagcks
• Tie - In's (Confirmings

Phone Calls - What Happens Now??

• Caller ID gives you the phone number and custmer name. (Sometimes)
• Choose transaction type
• Answer question and log data

What would we like?

• "Screen Pop's" that recognize caller (office and/ or contact cell)  prepopulates customer data when possible (Data base synched with website).
• Logging the calls to track of conversations (Customer Relationship) and things that you work on with them (Customer Experience).
• Instant messaging users for internal questions.  Needs to be able to save the conversation and stored for future reference.
• We need access to transactional history as being logged in as the administrator. 
• Notification bar for things needing approval,
• Prefences for email and text notifications.
• How would communication be linked to any transaction.