Anonymous vs registered users

B2C Anonymous

• When a website session is initially created, it will default to anonymous (guest) mode if user does not provide identification.
• An external “Anon” contact record is created for each new session with an external contact id (based on contact template specified in TMSWWW/ANON-USE)
• This DOES NOT create CRM contact details (eg. CRCM*)
• Website functionality would be limited as follows:
  • Must provide contact & delivery details with every order
    • i.e. Orders will have email & address details collected from the shopping cart checkout process (updateHeader), but these are NOT stored on any permanent contact record, only on the individual order transaction
  • Must provide payment with every order. There is no facility to have payment terms.
  • Cannot search previous orders
  • Can view a specific order if it is in their name and they know the process number.
  • Price & availability information presented will be given for the generic B2C ‘web sales’ account
  • Any shopping cart will be tied to the generic ‘web sales’ customer account configured in IP1 for anonymous users.
• Anonymous sessions are intended for B2C users only
• Theoretically a B2B user could also begin their session as a guest and even commence building a shopping cart before logging in and completing check out, but!!!
  • Until they log in, their session functionality will be limited to B2C Anonymous capabilities outlined above.

Once they log in, website can execute transferOrder to transfer the shopping cart over to their correct account. This should also refresh pricing on existing cart lines and may impact supply vs backorder, depending on customer restrictions.

B2C Registered 

• B2C users may self  register
• IP1 will use TMSWWW/REG-TMP to determine appropriate contact template (eg. B2C / Public Registration template)
• IP1 will create a separate customer contact record and matching customer debtor account in IP1 for each user.
• Note that these customer debtor accounts are normally very similar to the generic ‘cash’ or ‘web’ sales account.
• Registered B2C users will generally have same pricing & availability as Anonymous B2C users (depends on CRM Contact Template used), however, they have following advantages:

• • Already known to the system.
  • Signs on with a combination of user name and password.
  • Billing/delivery address does not need to be supplied with order as it defaults from account
  • Order history can be searched
  • Registered users can use Selfcare services to update password, change address and contact details, etc.

• B2C users normally cannot:
  • Put orders on account (though this depends on the template used)
  • Pay outstanding invoices (since all orders would have payment with order)
  • Generally B2C users don’t access Account Services such as searching, viewing invoices, but depending on implementaton, it may be desirable to give them this facility in case they need to retrieve old invoice details for their records.
• A B2C user and account could be converted to B2B by internal staff
  • Change customer classification to indicate B2B
  • Change customer account to reflect appropriate payment terms, price list, discount code, tax details, etc.

B2B Registered

A user is identified as B2B due to links with B2B customer accounts. So, as B2B user will always be registered.

• Normally B2B web users will be manually set up in CRM module by internal staff.
  • Contact record (linked to customer accounts)
  • External user record with login id, email & password
• B2B users cannot usually self  register, though it could be possible for a registered B2C user to have their B2C account changed to B2B by internal staff.
  • Notes:
    • Self registration process will always create both a contact record and a customer account.
    • Normally, when setting up (registering) a B2B user, the customer account(s) already exist in IP1, so you would not want user to self register and create another customer account.
    • However, there may be times when a B2C customer requests ability to have payment terms or special pricing/discounts, in which case internal staff may elect to change their account to B2B.
• A web user may potentially be linked to multiple B2B customer accounts. Eg.
  • They may manage multiple stores for a chain
  • They may contract their services to multiple customers
• A single web user could theoretically be linked to:
  • B2C personal account
  • B2B business account(s)
• B2B users can take advantage of following web functionalities:
  • Already known to the system.
  • Signs on with a combination of user name and password.
  • B2B accounts will often have unique pricing & discounts, special deals and payment terms.
  • B2B accounts may have specific restrictions on what products they can purchase.
  • When B2B user logs in, IP1 will return their customer specific pricing & availability in all web services.

• • Billing/delivery address does not need to be supplied with order as it defaults from account.
  • Can select from multiple delivery addresses against account.
  • Order history can be searched
  • Registered users can use Selfcare services to update password, change address and contact details, etc.
    • Depending on implementation, customer account details & addresses may be controlled by internal staff, or the business may allow selected web users (customer or rep) authority to change these details themselves.
    • B2B web user may also be given authority to add/remove links between contacts (web users) and their customer account(s).
  • Able to put orders ‘on account’
  • Search, view and pay outstanding invoices

Inhouse reps – internal users

Same as B2B, except that:

• Sales rep will have an internal iSeries user id & password associated with IP1
• In CRM module, this user id is held on the External contact record
  • CRM refers to these special internal user contact records as “Resources”
• These internal users can use their same user id and password to login to web sessions
• Like other B2B users, these users can be linked to multiple customer accounts.
• In case of a Sales Rep, this could be used to:
  • Create their own orders (eg. For Samples, etc)
  • Link to their B2B customer accounts so that they can place orders or manage other self service activities on behalf of those customers.