Features & Benefits: Centralized Customer Service
With Magento Order Management, all order information is centralized for customer service from all sales channels and fulfillment centers. And with a global view of all real-time available inventory, customer service reps can easily help customers process orders and exchange or return products.
Order details / status / cancellation
Customer service representations have access to all of the order details, real-time status of an order and handle cancellations and can quickly make changes to orders. They can easily track all activities and ensure seamless process alignment of all order details across all sales channels.
Modify shipping address
With Magento OMS, orders can be easily modified before the shipping request goes to the warehouse, drop shipper or store. Customer can call during the remorse period or if there is an exception on the order, and backordered, can still make changes to the shipping address without having to cancel the order and start over.
Appeasements and returns with automated refunds
Enable your service teams with specific permissions to easily interact with customers and orders to assure customer satisfaction. They can quickly create returns or appeasements to help to turn an unsatisfied client into a happier one with ability to generate an automated refund.
Easily modify custom attributes
A custom attribute is information specific to a customer or order that you can modify at any time. You may want to add account numbers, loyalty program info, or any other data. A customer service rep can makes changes on the screen and an API pulls in these attributes stored in another system and easily update.
Flexibility to integrate OMS with client tools
Customer support is a vital part of the total Magento Order Management customer experience and we offer a robust solution as part of our solution. However, we know that many of you have your own systems that your organizations use. You can easily integrate some or all of your data with your existing CRM solutions through APIs.