Customer Service Digital Playbook

UNITED ARAB EMIRATES

SERVICE ORDER

2.1

Customer receive OA copy

OG

Customer

Receive firm purchase order ( PO) from FO via email

Sales

Country

EMAIL

1> ASCO CS create opportunity in BFO under customer account updating below parameters:

CS prepare purchase order acknowledgement as per terms in PO and share with customer to get stamp and

Pack signed purchase order acknowledgment in RR folder and issue proforma invoice to customer to arrange payment (100%

ASCO CS send OA copy with customer and share copy in RR folder.

=> Customer Name =>Opportunity Type =>Sales Stage =>Opportunity Source =>Business Unit => Close date => PO value and currency

2> Opportunity/Quote is send to ASCO technical manager for approval 3> Once apporoved by technical manager, ASCO CS create Service order, Quotation and Notification in SAP and send order booking request to Field serivce team via email.

YES

Purchase order acknowledgm ent

ASCO Hub CS

NO

ASCO CS follow up with customer to release payment. Once customer confirm cheque is ready for collection, notify services credit team to arrange cheque collection.

Follow up with customer to arrangesignature and stamp

Seek approval from service credit team via email by sending copy of purchase order acknowledgement and copy of

Country

FO Finance

FS team book order and confirm Sales order# with ASCO CS

Country FO Field

Services

FORMS:- Purchase order acknowledgement Proforma invoice

NOTE:- *Service orders are approved for 100% advance payment. If existing customer insist on open credit payment, seek approval from Gulf credit manager/service credit controller. *If customer account under credit block for booking, ASCO CS to notify country Gulf credit manager for account release.

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