MON 2 Introduction to FSS An order must meet the following criteria to be considered an FSS order.​ 1. The customer must want two or more orders.​ 2. All orders must be florist fulfilled (excludes Fruit Bouquets shops).​ 3. All orders must be delivered to the same address.​ 4. All orders must be delivered on the same day. Benefits to 1800 flowers.com Quick Order Time =This allows you to assure the customer that all subsequent orders will be much quicker than the first order was, thereby helping you to raise your conversion. Less Typing = The customer information and the recipient address only has to be entered once regardless of the number of orders placed.​ Benefits to Customer One Service Charge = One charge regardless of how many orders are placed.​ Example: 50 orders $14.99 instead of $749.50 service charge. Quicker Order Process = One time verification of the customer information and one time capture of the recipient’s address information.​ More Consistent Products = The same florist will create all arrangements which ensures the same ingredients and quality on all products.​ More Consistent Delivery Times = All orders will be delivered by the same driver at the same time. This ensures that no one feels left out due to a later delivery time. ATLAS Safeguards What happens if an order is placed in FSS that does not meet the criteria?​ -One order is not a florist item.​ The ATLAS system will send the order out as "New" and send the agent back to the Welcome screen.​ -The orders are to different delivery addresses.​ A pop-up will appear: “Match Address to Prior Order” will change the second address and allows the orders to be completed as an FSS.​ “Keep Address Change and Continue” will leave the addresses as typed and send the first order to FSS alone.​ FSS System Batching Normally, the system would see that it was the last order in the series and send them all to the same florist.​ If there is an issue, the orders would stay in the FSS Queue to be worked.​ Typical Reasons:​ - Different Addresses​ - Different Delivery Dates​ - Items that are available in participating areas only​ - One or more of the orders are for a Fruit Bouquets gift​ Waiting For More Orders If the queue states “Waiting for more orders”:​ - Less than 30 minutes:​ Exit the queue.​ - More than 30 minutes:​ - Highlight the home phone number and CTRL C.​ -Be a Detective! Open another ATLAS and search by the customer’s phone number (CTRL+V) for any other orders which match the delivery day of the ones in the queue.​ - Other Orders Found:​ -Open each additional order and go to the "Order Info" screen.​ -Are there any other orders for florist fulfilled items, being delivered to the same address on the same day? Note what florist they were sent to for delivery and ensure that all orders are going to the same florist.​ Multiple Orders Completed If the FSS orders show completed, then you are ready to search for any other orders that might have been omitted from the queue using the same method as you used when waiting for more orders more than 30 minutes. You will need to ensure: -All orders that should be attached to the queue are attached. -The same florist is selected to deliver on each order. -If no florist is available for a particular item, contact the customer for a different item. Ensure Orders are Delivered Document the florist assigned to each order: 1.Highlight the first order in the list and click [Go To Order]. Write down available florist phone numbers from the WIR. 2.Highlight the second order in the list and click [Go To Order]. Write down available florist phone numbers from the WIR. 3.Continue until you have checked the WIR on each order. 4.Call a florist that is on the list for each order to see if they can take them all. 5.Once you have found a florist that will take the orders, go back into each order and select that florist. 6.Once all orders have the same florist selected click [Send Outgoing]. If no florist can fill all of the order as requested, call the customer to get approval to modify, so that it can be filled by one florist. Service Charge Remember that one of the benefits to the customer is one service charge, regardless of how many orders are placed. Ensure that the customer was only charged once. If there is more than one charge, open a Billing Discrepancy CSI to issue the extra amount charged as a partial credit. Note: There may be a request from the florist for a larger service charge depending on how many products are being delivered. This is not charged to the customer; if approved, it is handled as a price change to the order. Fruit Bouquets Fruit Bouquets are not eligible for FSS processing, however there is no block in Atlas to keep it from happening. Because of this, groups of orders will fall into FSS where one order is for a floral product, and another is for a Fruit Bouquets product. As a Fruit Bouquets Specialist, you will be responsible for going into the FSS Queue, opening each order, selecting the appropriate florist or Fruit Bouquets shop and sending each order. Floral Order: Transmit to Florist Shop = Add Special Instructions: In addition to this floral arrangement the recipient is also scheduled to receive a Fruit Bouquets product that will arrive separately. Fruit Bouquets Order: = Transmit to Fruit Bouquets Shop Add Special Instructions: In addition to this Fruit Bouquets product, the recipient is also scheduled to receive a floral arrangement that will arrive separately. No Fruit Bouquets Shop Available: Call customer with suggested substitute from florist shop. Order Notes for Each Order: = This order has been sent to multiple shops and may arrive at different times. Check the status of the orders if the customer/recipient calls. Reminder: deliveries may be made until 8:00 pm in the recipient’s time zone. Summary FSS orders should look alike and be delivered together so the customer’s recipients all have a consistent experience. After 30 minutes in “Waiting for More Orders,” or when the queue says “Multiple Orders Complete,” check to see if there are any other related orders. If any order is a Fruit Bouquet, exit the order. FSS applies only to florist-fulfilled items. If you see more than one service charge, open a Billing Discrepancy CSI to issue credit for the extra charge.