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Deliverable 6 — Mega Tool CSR Rental Flow (Mid-Fi Mockup)

Five key screens the CSR moves through to build a rental over the phone. Pins mark open design questions tied to the workflow in Deliverables 1–4.
What this shows. These are mid-fidelity mockups — enough detail to agree on information architecture, field placement, and CSR workflow order, but not pixel-perfect visual design. They match the existing Mega Tool conventions we saw in the reference screenshots (dark sidebar, white content cards, breadcrumbs, table-based lists) so the new rental flow fits in naturally with what Q&F staff already use. Red numbered pins mark unresolved decisions that will shape final design. Those pins are expanded in the Open Questions section below the screens.
1
Start Rental — Customer Lookup
CSR searches by phone / email / name. Dual lookup against Mega Tool AND AIM surfaces existing records from either system.
CSR Screen
MS
Marsha S.
Rental Agreements › New Rental
1

Start a New Rental Agreement

1 Find customer
2 Agreement details
3 Cart & payment
4 Review & send

Find or Create Customer

3 possible matches — across Mega Tool and AIM
Becky Smith Mega Tool AIM linked
becky.smith@email.com · (708) 555-2319 · 2 active rentals · AIM #4471092
Selected
Rebecca Smith AIM only
rsmith@email.com · (708) 555-2319 · AIM #3912085 · No portal account
Select
B. Smith Mega Tool
b.smith@email.com · (847) 555-8812 · No AIM link
Select
2
Claim AIM Account (when unmatched AIM record exists)
If the customer has an AIM account but no Mega Tool web login, CSR can link them. Immediate MT → AIM sync is already confirmed (Swiz/Jack).
CSR Screen
MS
Marsha S.
Rental Agreements › New Rental › Claim AIM Account
2 3

Link this Customer to AIM

!
Rebecca Smith has an AIM account but no Mega Tool portal login. Claiming this account will link the two records. Customer contact info, billing address, and open balances will sync from AIM to Mega Tool automatically.

AIM Account #3912085

Rebecca Smith
rsmith@email.com
1425 Oak Park Ave, Berwyn, IL 60402
(708) 555-2319
1 — Flute · Student · Since 2024
$0.00
Sync direction: Customer contact fields flow AIM → Mega Tool on claim. Future edits in Mega Tool push back to AIM immediately via API.
3
Agreement Details — with CSR Overrides
The core data-capture screen. Defaults pull from template + AIM. CSR can override per-field with a required note. State selector swaps in the correct rental terms template.
CSR Screen
MS
Marsha S.
Rental Agreements › New Rental › Agreement Details
4 5

Agreement Details — Becky Smith

✓ Find customer
2 Agreement details
3 Cart & payment
4 Review & send

Student & School

Mr. Kaminski from school

Instrument & Rental Plan

QFRR (refurbished) default: YES
CSR Override Default: 4 months
Default from template: $129.00

State-Specific Terms & Options

Swaps legal text + state-specific disclosures.
N/A for Illinois
8.75% auto
45 months
Override reason required. Because Intro Payment was manually edited, CSR must select a reason before saving:
4
Cart, Supplies & Payment
Supplies attach based on instrument. Payment captures either now (card on file) OR defers to customer on signing. AIM receives the order at signing event.
CSR Screen
MS
Marsha S.
Rental Agreements › New Rental › Cart & Payment
6

Cart, Supplies & Payment — Becky Smith

✓ Find customer
✓ Agreement details
3 Cart & payment
4 Review & send

Line Items

Clarinet
Clarinet — Student · Wood (QFRR)
Intro period 4 mo @ $129.00 · then $59.00/mo · 45-mo term · MNR included ($6.00/mo)
$129.00
Rental
Reeds
JUNO #2 Clarinet Reeds — 10 box
SKU JR210 · recommended supply
$23.50
Supply
Kit
Q&F Clarinet Maintenance Kit
SKU QFCLKIT · optional
$19.95
Supply
Subtotal (intro period)$172.45
Tax (8.75% IL)$15.09
Shipping / deliverySchool delivery · $0.00
Today's total$187.54

Payment Method

Defer is the default path — matches web-rental behavior.
5
Review & Send Signing Link
CSR's final check. System generates the signing URL and email. CSR can copy link to text the customer mid-call, or preview the customer view (Deliverable 3).
CSR Screen
MS
Marsha S.
Rental Agreements › New Rental › Review & Send

Review & Send Signing Link

✓ Find customer
✓ Agreement details
✓ Cart & payment
4 Review & send
✓

Agreement ready to send

Draft saved as Agreement #2026-BR-4417 · V1
CustomerBecky Smith · AIM #4471092
StudentEmma Smith — 6th · Beginning Band
SchoolA. Lincoln Elem. (Berwyn, IL)
InstrumentClarinet · Student Wood · QFRR
Plan4-mo intro @ $129 · then $59/mo · MNR included
Due today$187.54 · Deferred to customer
State templateIllinois
Signing link expires7 days (4/26/2026 8:14 PM)
Signing link
https://quinlanfabish.com/sign/agreement/AG-2026-BR-4417-a9f3d

Open Questions — Mega Tool Mockup

These are design-level questions that surfaced while drafting the screens. They overlap with questions in Deliverables 1, 2, and 4, but are restated here in the UI context where the decision becomes concrete.
1
Does lookup search AIM live, or only Mega Tool mirror?
Context The mockup assumes a single search field queries both systems in one call. That means the MT must either (a) issue a real-time API call to AIM on every keystroke, or (b) pre-index AIM customers in a searchable MT table that refreshes on a schedule.
Why it matters Option (a) means CSRs always see the latest AIM state (no stale data) but introduces latency and API load — especially at the beginning of rental season. Option (b) is fast and cheap but risks showing stale results if a customer was just updated in AIM. Most call-center systems use (b) with a configurable refresh interval plus an on-demand "refresh from AIM" button; worth discussing with Marsha and Tri-Tech.
Related to Deliverable 2, Row "Customer Account Data" and Deliverable 1, Step "Customer Lookup".
2
What fields sync AIM → Mega Tool on claim, and at what cadence afterward?
Context On Screen 2 the banner says "customer contact, billing address, and open balance sync from AIM to Mega Tool automatically." That's our proposal but not confirmed.
Why it matters Every field we pull creates a sync-conflict question: if the CSR updates a phone number in MT after the claim, does that push back to AIM, or does AIM's next update overwrite it? We need to declare AIM or MT as system of record for each field. Draft answer is in Deliverable 2 but marked unresolved for contact-info fields.
Directly references Deliverable 2 — unresolved rows on contact fields.
3
What happens if "Not a match — continue as new" is clicked?
Context If the CSR decides Rebecca Smith (AIM) isn't actually Becky Smith, and clicks "not a match," we end up with two AIM records for the same person later when Becky buys something in-store.
Why it matters Either we accept the duplicate (and rely on periodic dedup) or we surface a warning ("this looks like a possible duplicate — are you sure?") or we escalate to a supervisor. The easy answer is "accept it" but customer service will eventually have to merge records, which is usually manual. Worth deciding now since it affects the claim banner copy and requires an escape-hatch workflow.
New question raised by the mockup — not in Deliverable 2.
4
Which fields can the CSR override, and which require a reason or manager approval?
Context The mockup puts "Override" badges on intro period, intro payment, and monthly rate, and forces a reason dropdown when the intro payment is edited. Not confirmed which fields count as "price-sensitive" vs. free-to-edit.
Why it matters Too permissive and we get inconsistent pricing across CSRs; too strict and CSRs can't handle one-off situations (director says "this family needs a hardship rate"). Marsha mentioned in the 3/30 meeting that she wants flexibility for CSRs without losing audit trail. A middle ground is: any override to a price field → reason required; any override >20% off template → manager approval; all overrides logged against the agreement record forever.
From 3/30 meeting discussion on CSR empowerment; related to Deliverable 1, Step "CSR Override" callout.
5
Is the "override reason" field free-text, required dropdown, or both?
Context The mockup shows a dropdown with six canned reasons plus "Other (specify)". That's a pattern — not a decision.
Why it matters Canned reasons make reporting trivial ("how often are we discounting intro payments?") but force CSRs into boxes that don't fit. Free-text is flexible but useless for reporting. Dropdown + required follow-up free text is the compromise. Need Marsha to confirm the canned list — the six we chose are placeholders.
Placeholder dropdown values need client review.
6
When does AIM actually receive the order — at cart save, or at customer signing?
Context The cart and payment screen is in the MT. But AIM is inventory system of record. If CSR builds the cart for a customer who never signs, we don't want an orphaned AIM ticket.
Why it matters Pushing to AIM on signing (not cart save) is clean — no ghost inventory holds. But if the customer doesn't sign for 6 days and the instrument gets rented to someone else, we have an inventory collision. The alternative is a soft-reserve at cart save that auto-releases in 24h. This decision also affects whether CSR sees real-time inventory during the phone call or works from a cached snapshot.
Critical architecture decision — in Deliverable 1, "Create Agreement & Send Signing Link" step intentionally leaves this open.
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