Customer Notes
Customer Relationship Management (CRM) is a term often used to describe having access to a complete customer profile. Hard information
such as sales order history, deliveries, invoices, payments, journeys, and equipment on site are obtained from other modules
while the focus of this module is to gather 'softer' information such as details of conversations held with customers.
Unique Features
In gathering 'softer' feedback, this module has many unique features:
- Categorise interactions - the type of interaction can be defined as sales, credit control, or service
- Follow up - follow up actions an be assigned to designated individuals and will appear in their task list on the appointed date
- Call outcome recorded - the success or otherwise of the call can be categorised from a user-defined list
- Report - reports can be generated over the information captured in customer notes
The remainder of this page contains further information on the features and functions of the customer notes module.
Record an Interaction
Anyone can record the results of an interaction with a customer. The information that can be recorded includes:
- Date & time - this automatically recorded by the system
- Purpose - indicates whether it is a credit control, sales or customers service call
- Subject - one-line summary of the purpose of the conversation
- Detail - free format text that can be used to record the details of the conversation
- Call outcome - categorises the success of the call from a user-defined list
- Customer mood - subjective observation of the customer mood categorised from a user-defined list
- Follow up required - if follow up is required, the operator that should follow it up can be specified, along with the date and time of follow up, and instructions on what needs to be done
If the note is marked as complete, no follow up is required. However, if follow up is required, this will appear at the
appropriate date for the designated operator.
Query Interactions
Previous customer notes can be queried
- Date & time - this automatically recorded by the system
- Purpose - indicates whether it is a credit control, sales or customers service call
- Subject - one-line summary of the purpose of the conversation
- Detail - free format text that can be used to record the details of the conversation
- Call outcome - categorises the success of the call from a user-defined list
- Customer mood - subjective observation of the customer mood categorised from a user-defined list
- Follow up required - if follow up is required, the operator that should follow it up can be specified, along with the date and time of follow up, and instructions on what needs to be done
If the note is marked as complete, no follow up is required. However, if follow up is required, this will appear at the
appropriate date for the designated operator.
Reports
Examples of the reports that can be generated from information processed through this module include:
- Notes by type - all notes of a specific type for a specific date range
- Notes by Operator - details of all calls made by an Operator for a specified date range
- Notes by customer - all notes recorded for a selected customer for a specified date range