Shamrock OMS

Shamrock Order Management System OMSSite Training Documentation 04/2011

The 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 Consumer View the Consumer Activity Detail (mailings and shipments) Change the Consumer Address Accept credit card payment for orders and subscriptions Place a Consumer on “do not promote” status Request a Refund for a Consumer Request a Replacement Product for a Consumer Add Comments to a Consumer View Help docs and FAQs as needed

All other activity is performed in the Call Center System.

Administration functions are done by IMA personal.

2

Shamrock Order Management System OMSSite Training Documentation 04/2011

To login to the Shamrock OMS systems use the following URL

http://www.shamrockresource.com/ima

At the login screen CSRs/Agents can login using the generic following

Login ID – OMSCSR

Pw – shamrock

CSRs/Agents can have their own loginIDs and passwords if desired. To create, click on the Register option and create a personal profile.

3

Shamrock Order Management System OMSSite Training Documentation 04/2011

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.

4

Shamrock Order Management System OMSSite Training Documentation 04/2011

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.

5

Shamrock Order Management System OMSSite Training Documentation 04/2011

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.

1. Check off “Don’t send mailings”2. Click Update3. The Do not promote (DNP) date will be populated

Changing the Consumer address on this screen is changing the Consumers Main Address.

1. Click into the field and edit the consumer address2. Click update

If a field is meant only for information only it appears as “grey” and is non-editable.

Enter Comments

Comments 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

6

Shamrock Order Management System OMSSite Training Documentation 04/2011

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 Detail

This 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 Number

7

Shamrock Order Management System OMSSite Training Documentation 04/2011

Transaction Detail Screen

Updating 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.

8

Shamrock Order Management System OMSSite Training Documentation 04/2011

Accepting payment

1. Locate (search for) the consumer record using their account number2. Locate (search for) the correct transaction product by the Package Number (smart code)

provided by the consumer3. Under Media – select phone in the drop down 4. Check off “Response Received”5. Enter in “Response Date”6. Check off Enable Payment7. Enter in the payment information (credit card, type, and amount)8. 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.

9

Shamrock Order Management System OMSSite Training Documentation 04/2011

Refunds

The Refund Amount Allowed is the amount that will be refunded. A pop up box to confirm refund will appear.

1. Click Request Refund2. Say OK to popup

Replacement

The Send Replacement Product will only be allowed 3 weeks from the first shipment date. This shipment date is seen in the right under Order Activity

1. Click on send replacement product

10

Shamrock Order Management System OMSSite Training Documentation 04/2011

2. Say OK to pop up

A 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 Processing

If the transaction (product) is a Subscription Membership.

1. Select Media type (IE phone) or how the response was received.

11

Shamrock Order Management System OMSSite Training Documentation 04/2011

2. Check off Response Received3. Enter in Response Date4. Check off Enable Payment5. Payment type for subscriptions MUST be credit card.6. Enter in the card holder information7. Check off Is Subscription (the page will refresh).8. All current subscriptions are monthly (only choice)9. Enter in the Subscription Start Date.10. 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.

12

Shamrock Order Management System OMSSite Training Documentation 04/2011

Help and FAQ

This area will be update by the IMA administrator, and may contain program specifics including additional information about letter or product codes.

13