Currently, we create Customer Orders with lines that detail all of the Services quoted and sold to a Customer. We use Lobby elements to look at the Customer Order Lines based on Wanted Delivery Dates so that when actual date approaches the lines wanted delivery date, we generate a New Requests from a Customer Order. This brings over our Connected Customer and Order No. and when we get complete the service and approve the Invoice Preview from the request it will add an additional line to the Customer Order it was made from. Our Sales Coordinators now have a Service Sales line that cannot be adjusted from their end, so if pricing is wrong, it has to be done from revoking the Invoice Preview and re approving it through our Service Team. If the pricing is accurate, they take an already existing line from the Customer Order for that specific service and mark it free of charge, then invoice the Customer Order Line for the Service.
What I believe would be much more efficient for our business process is create a New Request from the Customer Order Line. Bringing over the Delivery address (or allowing a ‘Service Object’ to be assigned at the COL and bringing in its location info, this would be the most ideal option), Reference Id, Wanted Delivery Date and a Planned Start for the Service, Customer ID, Line No, etc. And the most important would be the Sales Part Price, overriding the Price Rule on the Service Catalog and setting the Fixed Price for the Invoice Preview to be approved and returned back to same Customer Order Line that it was generated from. If the price changes this could happen two ways, either you adjust the Customer Order Line price, or you add an additional Scope/Service to the request in which case it would add an additional line to the Customer Order for the additional services rendered.
For our companies business practices, this would be a great option as currently the connection that we have from CRM to Service is limited. Making it difficult for Service Sales to operate and provide sales analytics. So if we can allow them to create their Business Opportunities and when awarded, converted to Customer Orders acting as a Service Agreement. This now easily shows our forecasted revenue, margin, and backlog in a similar way to how other divisions of our company operate in IFS.
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