Managing Orders with SVC Contact Status

Included in this article:

1. Overview
2. SVC Contact Status Procedure

1. Overview

Guest Care Agents update the contact status on a sales order to SVC when orders result from one of the following service concerns:

1. Product being repaired  
2. Open CSO for guest expectations  

2. SVC Contact Status Procedure

Use this procedure when dealing with SVC (Service) related orders:

1. In Storis, go into the order 
2. Review the Audit Comments Log to verify product was refused and being assessed / repaired 
3. In a new Storis screen, open View Customer Activity, and select the Open Orders tab 
4. Double click the CSO (Customer Service Order) to open it 
5. Review the Audit Comments Log to determine if the item is being repaired or replaced 
6. Exit out of the CSO 
7. Update Contact Status to SVC in the Sales Order  
8. Update Contact Date to the day after inspection/repair 
9. Update the Audit Comments Log

Example: CSO ATTACHED TO SALES ORDER. ALLOWING TIME FOR CONFIRMATION ITEM IS IN GOOD STOCK CONDITION AND READY FOR DELIVERY.