When a customer orders merchandise or registers for a catalog, a customer record is created in Order Management. The customer information includes name, billing address, shipping address, payment methods and customer activity.

When a returning customer calls the Customer Service Center to place a new order or change an existing order, the Customer Service Representative (CSR) searches for and locates the customer's record in Customer Service Center, and then creates a new record or searches for an existing record.

The CSR can: