Introduction to Open Order Management

Included in this article:

1. Open Order Management Overview
2. Orders with Issues  
3. Coded Sales Orders
4. Trouble Orders
5. CW Delivery Status 
6. Confirmation Orders
7. Scheduling Calls

1. Overview

Open Order Management is the process of managing open sales orders, including all scheduled, estimated, delivery and pick up orders. Managing open orders ensures our guests are contacted as soon as their merchandise is available, providing constant communication with our guests and keeps reserved product at a minimum in our distribution centers. Open Order Management improves communication of issues within a guest’s order, such as balance owing, or new and revised ATP (Available to Promise) dates to name a few. The Open Order Management team is able to service our guests on several different communication platforms which can include an online chat bot, texting us, or via telephone. 

• Advise guests of their product arrival status 
• Book deliveries and / or pickups / or transfers 
• Follow up with the guests who do not pickup from the Distribution Center as originally communicated, or not at home for deliveries 
• Maximize delivered dollars 
• Provide SMS text message communication to our guests at specific touch points 
• Advising of delivery/technician time frames 
• Identify Coded, Hold, SVC and Cancel orders 
• Perform CPU duties at the 888 Distribution Center  

2. Orders with Issues 

Occasionally a sales order is unable to be scheduled for immediate possession due to a variety of reasons, such as we cannot reach the guest, the order is on hold due to various issues or an action needs to occur prior to scheduling (inspection). The Open Order Management team is responsible for the following calls:  

• Coded orders 
• Managing orders with past due ship dates 
• SVC orders 
• Trouble orders 

3. Coded Sales Orders 

The OOM team manages, and actions all coded sales orders with a HOLD, BALDUE or SVC contact status through the Open Order Management process. Please note that you must update the audit comments log when making any change to an order in Storis. 

4. Trouble Orders 

Trouble orders include any sales / exchange order with a delivery status of CWC. 

5. CWC Delivery Status

A sales order is given a CWC delivery status for the following situations 

• When we have had no contact with the guest for a prolonged amount of time (5 attempts over 1 week, including days, nights, and weekends) and it was not resolved while in the HOLD status 
• Balance owing on the order, that are not dealt with within 3 days 
• CANCEL requests that are not dealt with within 3 days 
• Faulty Orders 
• No fits 

All CWC orders are managed by the store level once placed into this status. 

Note: Audit comments MUST be entered into the sales order.  

6. Confirmation Orders 

Confirmation orders include all orders that we attempt to receive confirmation from the guest prior to their scheduled appointment. The OOM team actions confirmation calls by the end of each business day. This includes at least one attempt to contact the guest via all telephone numbers in the guest’s file. This notification comes through Package AI (Jenny). 

7. Scheduling Calls 

Open Order Management is responsible for contacting guests whose orders are available for possession. The Status code signifies the contact attempt by OOM. Any sales order without a contact status signifies that OOM has yet to contact the guest to schedule possession. The Contact Date allows OOM to follow up with the guest. In conjunction with the Status code, the contact date sets the requirements for follow up commitment made with the guest. 

See 'How to Book a TDG Delivery' article for additional details.