A patient, Linda, calls OIM to reserve an appointment for Medical Compression socks. The assistant she talks to creates a new account for her and requests some necessary information. When Linda arrives at an OIM location, her advisor can call her by name and knows some general facts about what she needs. All customer history and additional information from Dynamics NAV are visible during the visit within CPQ.
Over 100,000 different sock products are available, so the portal requests various data, including measurements, color choice, features, and health requirements. Linda’s advisor goes over these questions with her, using the guiding information within CPQ to fill in her knowledge gaps of the extensive offerings at her disposal.
The appointment proceeds more like a conversation than a medical appointment. For instance, Linda mentioned early on that she would sometimes work long hours at the office, and her advisor could begin by selecting professional attire. The remaining options automatically adjusted according to what Linda found most important and meaningful.
In one part of the appointment, Linda stands on a scanning machine that uses cameras to measure her legs quickly. Her precise specifications are available instantly within her advisor’s CPQ window (JSON messaging), so they can continue their conversation to find the best product, configured precisely for Linda.
When they complete, the advisor taps a button that sends all order documentation to the back office, automatically collected and checked. If required, the system will alert the appropriate staff to check the order manually, but in most cases, orders are given the green light and automatically sent to the right supplier at the right time.