Call Center

Quick tools that drive sales and customer service.

OrderDynamics facilitates customer sales and support process through and integrated Call Center order entry system and Case Management support ticketing system. Both are key components to a successful Customer Relationship Management (CRM) strategy that helps drive organic sales.

Call Center Sales

OrderDynamics has a robust, multi-eStore Call Center module as part of it's Order Management System (OMS). Customer Service Agents or Sales staff have a fast, single page checkout screen to perform customer lookup and order entry for placing new sales orders into OrderDynamics. Staff can begin a new sale or continue the process from a saved shopping cart, quote, or other list (like wish list). Each service plan includes a "Call Center Channel "enabling all per-eStore features for orders against this channel such as pricing, customers, promotions, order processing, gateways, and more. The Call Center is also fully multi-site & multi-brand aware, allowing for "Site Impersonation" where the order is entered as a frontend order using all per-eStore settings for that frontend (shipping rates, branded emails, pricing etc.). Some online merchants may use the Call Center channel as their "POS Lite" (point of sale).

Many of the same frontend merchandising tactics are available in the Call Center and prompt the Customer Service Agent for cross sells and up sells. Management access provides pricing overrides and other sales management needs including detailed sales metric reports by Customer Service Agent, Promotions, etc.

Third Party Call Centers

For third party Call Centers, OrderDynamics can provide secure user access to their Customer Service Agents, or simply import sales and customer information from their systems. Our Commerce API provide tight integration to third parties for Order Submission, Lookup, and Customer information. This provides flexibility to use multiple call centers around the world while providing a centralized Order Management System (OMS), Inventory, Sales, and Customer database.

Case Management (Ticketing)

Providing prompt and accurate Customer Support is crucial to securing repeat sales and positive word of mouth. OrderDynamics helps its Clients facilitate this through an integrated Case Management System also known as a Ticketing System. Cases are records linked to Customers and Orders. The Case Management System is integrated with email for complete communication history associated with a case. Customer Service Agents are assigned to cases for a variety of reasons that may include Returns, Failed Orders, Complaints, or Inquiries. Shoppers can easily create cases by emailing in or through their My Account section (requires customization). Subsequent case updates by the customer can be done entirely over email, saving them time. OrderDynamics includes a complete record of communications between the Customer and Internal staff in the case record. OrderDynamics also has a rules-based engine that automatically creates cases for system events that facilitate proactive communications with Clients and sales closure (for example, when a Paypal order fails).