Customer relations management

For each registered user, Infor e-Commerce keeps a record of all logins, e-mails and orders that take place in the Customer Center. This information is available in the Users:Call Center area of the Business Center, which enables employees at the merchant to search for customers and view their activity records. This can be useful, for example, to workers at a call center who need to answer customer inquiries over the phone. It can also be useful for Marketing people and application developers to know how often various customers visit the Customer Center and how often these visits result in orders.

Because users of the call center are likely to be different from the users of Business Center, access to the Users:Call Center area is controlled by a feature element called "Admin Call- Center", which in the default configuration is assigned to a user role called "Merchant Call Center". This enables you to create users that, for example, can quickly access customer details while speaking over the phone, but cannot view or modify other Business Center settings. There are no settings in the call center area; all information is read only.

To use the Call Center:

Log on to the Business Center as a call-center user or administrator.
Click the Users:Call Center link in the navigator.
Use the search form to find the customer you wish to view (submit a blank form to find all customers).

The customers matching your search criteria are listed.

To view personal information and activity details of a user, click the name in the User Name column of the list.

The details shown on the Call Center User Details page are described in the table below:


Area	Description
User Details	Details about the individual user. Click the e-mail address to send a mail to the user.
Customer details	Details about the company where the user works.
Contacts	The customer’s contacts for each of several functions at the merchant company. Click an e-mail address to send e-mail to one of the contacts (for example, to follow up on a conversation being had with the customer over the phone).
User E-Mails	All e-mails that the user has sent using a form in the Customer Center. Next and Previous links are provided when appropriate to scroll up and down the list when more than five mails exist. Click the subject of a listed e-mail to view the message itself.
Recent Orders (3 Months)	Orders submitted during the last three months. Five orders are listed at a time; Next and Previous links are provided when appropriate to scroll up and down the list when more than five orders exist. Click an order ID to view details about a listed order.
Recent Logins (Last 10 Logins)	The time and date of each login session initiated by the customer. Only 10 sessions are listed.