Shamrock OMS



Shamrock OMS2011cefimetzThe Shamrock Companies1/1/2011rightcenterThe IMA order management system allows the call center to access information containing the Consumer activity.The following are the activities available to the Call Center Agents in the OMS.Search for a ConsumerView the Consumer Activity Detail (mailings and shipments)Change the Consumer AddressAccept credit card payment for orders and subscriptionsPlace a Consumer on “do not promote” statusRequest a Refund for a ConsumerRequest a Replacement Product for a ConsumerAdd Comments to a Consumer View Help docs and FAQs as neededAll other activity is performed in the Call Center System.Administration functions are done by IMA personal.To login to the Shamrock OMS systems use the following URL the login screen CSRs/Agents can login using the generic followingLogin ID – OMSCSRPw – shamrockCSRs/Agents can have their own loginIDs and passwords if desired. To create, click on the Register option and create a personal profile.The Consumer search fields can be used with either full or partial information. Return results are limited to 300 matching records. The system will ask you to enter in additional information to narrow your results when this occurs. It is suggested that at least the last name and zip code fields are used in search if no account number is available.On the results returned, each column header has a sort option. Adding to the top search fields with more information will further narrow the results.Clear Search will remove both the top entry fields and the search results. Returning to the search at any time will remember the last search performed.Click View/Edit to get to the detail of the Consumer Record.The Consumer Page contains a Consumer Detail Area and Consumer Activity Detail Area.The Consumer Detail area will show the overall information of the Consumer.The “DO NOT PROMOTE” option is at the top right.Check off “Don’t send mailings”Click UpdateThe Do not promote (DNP) date will be populatedChanging the Consumer address on this screen is changing the Consumers Main Address.Click into the field and edit the consumer addressClick updateIf a field is meant only for information only it appears as “grey” and is non-editable.Enter CommentsComments are tracked and will auto add a date to the beginning of the comment, however all comments are editable. Enter in text and click Update. When doing a comment, enter in your initials followed by any reason/description for the comment. IE (CAE) Consumer requests replacement; however the shipment was just sent yesterday, told consumer shipment will arrive in 2 weeks.The Cancel button will return the user to the Home Page where previous search results will still be seen. You must click clear search, if you need to start a new search.The Update button will save any changes and a message will appear at the top of the screen when successful.The Consumer Activity DetailThis area will list all the transactions associated to this account number. The listing (sort order) default is by latest mailing date, but the CSR can sort on any column.Letter Code reference can be found under “help” in an Excel downloadable file if needed.Clicking on View/Edit will bring up the detail for that transaction only.Smart code is the Package NumberTransaction Detail ScreenUpdating the Consumer address in the transaction detail screen will update this record. You MUST check off Change of Address on this screen for the main address to be updated as well.It will NOT update any other transaction detail address for this consumer.Accepting paymentLocate (search for) the consumer record using their account numberLocate (search for) the correct transaction product by the Package Number (smart code) provided by the consumerUnder Media – select phone in the drop down Check off “Response Received”Enter in “Response Date”Check off Enable PaymentEnter in the payment information (credit card, type, and amount)Click Update. You will get an immediate response on whether the card is accepted or if there is a decline. Once accepted, the Daily triggers will send this information for processing and shipment. RefundsThe Refund Amount Allowed is the amount that will be refunded. A pop up box to confirm refund will appear. Click Request RefundSay OK to popupReplacementThe Send Replacement Product will only be allowed 3 weeks from the first shipment date. This shipment date is seen in the right under Order ActivityClick on send replacement productSay OK to pop upA message will appear at the top of the screen when update is successful. If either action needs to be reversed, you must contact the IMA Administrator (there is no undo). Both Actions will put the transaction in the queue for processing.Once a credit or return has been completed, the status of the transaction will show “R” as replaced/refund. In addition the Replaced Product and Replaced Product Date will be updated.All future mailings will be placed on “HOLD” if a refund or replacement has been done.Any questions concerning a refund or replacement should be directed to the IMA Administrator.Subscription ProcessingIf the transaction (product) is a Subscription Membership.Select Media type (IE phone) or how the response was received.Check off Response ReceivedEnter in Response DateCheck off Enable PaymentPayment type for subscriptions MUST be credit card.Enter in the card holder informationCheck off Is Subscription (the page will refresh).All current subscriptions are monthly (only choice)Enter in the Subscription Start Date.Click Update. You will get an immediate response if the credit card is accepted or declined.Daily triggers will send this transaction for processing.Cancel or Refund for Subscription process is the same as any other product. The “button” will change to cancel subscription. Replacements (book which is part of the subscription item) can be done for subscriptions, and will follow the same process as other products.Consumer Detail will show (Subscriber) even if the consumer has purchased other products as well.Help and FAQThis area will be update by the IMA administrator, and may contain program specifics including additional information about letter or product codes. ................
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