We need a custom e-commerce application for internal use. The primary users will be Customer Service Representatives (CSRs) and admins. CSRs will be assisting customers in placing orders over the phone. We will not need a traditional storefront, but we will need a shopping cart and checkout system, with payment processing, fulfillment, inventory and expense tracking, customer relationship management, and a wide range of reporting capabilities.
The application should present CSRs with all the tools they need to satisfy our customers' demands when they field an incoming call. CSRs will be presented with a script to read to the customer, which will include prompts for personal information, descriptions of related products, order taking, payment processing, recording messages, and querying and editing previous orders and customer interactions.
There should be an administration panel that provides access to customer information, order details, inventory, and useful reports. Reports should include sales totals for user selected date/time ranges, CSR performance data, raw call volume from our third party provider, and expenses. The reports should be presented with interactive charts and graphs, as well as text based breakdowns of relevant information.