Change Request Overview
The system provides a feature that allows requestors to submit change requests for existing orders. These requests can include updates ranging from simple contact information changes to more complex modifications such as pricing adjustments. Once submitted, each request is routed through the defined workflow below to ensure accuracy and proper authorization before the order is updated and delivered.
Change Request Process – Milestones: Validation - Review Signature
1. The Sales Representative submits a change request, and OSS assumes ownership.
2. Business Operations Administration reviews the request to determine the appropriate next steps.
3. Business Operations Administration informs OSS whether the change request can proceed or must be cancelled.
4. If the request cannot proceed and must be cancelled, Business Operations Administration communicates the required next actions to the Sales Representative (e.g., create a new proposal).
5. If the request is approved, OSS unlocks the proposal, notifies the Sales Representative to make the necessary updates, and requests confirmation once all changes are complete.
6. Updated documents are sent to the client by either OSS or the Sales Representative.
7. Signed documents are received and reviewed for accuracy and completeness.
8. OSS fulfills and completes the change request.
9. OSS notifies Business Operations Administration that the change request has been completed.
Change Request Process – Milestones: Under Review - Completed |
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1. The Sales Representative submits a change request. |
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2. If the order has moved past the Review Signature processing stage, OSS assigns ownership to Deal Administration for review. West - Marta Shardelman SW - Malissa Gates MW - Kathy Kostner Central - Denise Phillips SE - Sandee Dodd NE/MA - Akeme Torres |
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3. Deal Administration evaluates the scenario to determine the appropriate next steps. |
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4. Deal Administration advises sales whether the change request can proceed or must be cancelled. |
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5. If the request is approved and the order involves a lease that has not yet been funded, the Deal Administrator notifies the bank to delay funding (rare occurrence). |
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6. If the change request cannot proceed and must be cancelled, Deal Administration provides the Sales Representative with the required next actions (e.g., generating a new proposal). |
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7. If Sales Orders have been staged in EA, the Deal Admin notifies the Warehouse of the change request and instructs them to keep scheduling on hold until further notice (if the change request requires updates to the SO’s). |
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8. If the change request is approved, the Deal Admin unlocks the proposal, informs the Sales Representative to make the necessary changes, and requests confirmation once updates are complete. |
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9. When updated documents are needed, the Deal Admin will notify sales. Sales can provide for the client or engage the OSS team requesting they send to the client. |
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10. Signed documents are received and reviewed for accuracy and completeness. |
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11. The Deal Admin fulfills and completes the change request.
12. The Deal Admin notifies the HCL Order Processing (OP) team that PREO has been updated, outlining the specific updates that were made so that HCL OP can update EA accordingly (address changes, model updates, quantity updates, etc.). |
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13. HCL notifies Deal Administration and the Warehouse that the updates are complete and scheduling may resume. (If applicable to address changes) |
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14. Deal Administration collaborates with Order Processing for cancellations and reversals. |
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15. Order Processing coordinates with the Warehouse regarding any equipment that was cancelled and needs to be retrieved. |
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16. Once additional equipment is delivered or cancelled, and any new invoices are issued, Order Processing resubmits funding when applicable for lease transactions (rare occurrence). |
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17. If the order has already reached Contracts (or progressed past that stage), Order Processing works directly with the Contracts team to update the contract in EA based on the new paperwork and proof‑of‑delivery documents. |
Important: Warehouse-Initiated Address Changes
If the Warehouse identifies an address change directly from the customer when scheduling delivery:
Warehouse will notify Sales via PREO chat
Scheduling will be placed on hold
Sales must submit a Change Request before any updates can be made
If the Driver identifies an address change while onsite:
Driver and/or Warehouse will notify the Deal Admins via email
Change Request Regional Support Chart
